

‫א‬
٢١٧
 ٢١٧ ‫א‬

‫א‬ 

 
 
 W،،‫א‬‫א‬،‫א‬ 
 
  ‫א‬ ‫א‬ ‫א‬ ‫א‬‫א‬  ‫א‬ ‫א‬  ‫א‬ ‫א‬  
 ‫א‬   ‫א‬ ‫א‬  ،‫א‬   ‫א‬ ‫א‬ ‫א‬ ‫א‬ ‫א‬
  ‫א‬   ‫א‬         ‫א‬ ‫א‬ ‫א‬  
 ‫א‬   ‫؛‬‫א‬ ‫א‬      ‫א‬‫א‬   ‫א‬  ‫א‬ 
 K ‫א‬‫א‬
‫א‬ ‫א‬ ‫א‬     ‫א‬   ‫א‬ ‫א‬‫א‬   
  ‫א‬        ،‫א‬ ‫א‬‫א‬  
‫א‬  ‫א‬ ‫א‬ ‫א‬ ‫א‬ ‫א‬   ‫א‬    ،  
        ‫א‬   ،‫א‬ ‫א‬‫א‬   ‫א‬
 ‫א‬ ‫א‬ ‫א‬‫א‬  ‫א‬ ‫א‬ ‫א‬  ‫א‬ ‫א‬  ‫א‬ ‫א‬ ‫א‬
  ‫א‬     ‫א‬  ‫א‬   ،‫א‬  
 K‫א‬‫א‬،‫א‬
‫א‬ ‫א‬  ??   ? ‫א‬  ? ‫א‬ ‫א‬   
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
،‫א‬     ،‫א‬ ‫א‬ ‫א‬‫א‬       
 K‫א‬‫א‬‫א‬‫א‬‫א‬
   ‫؛‬    ‫א‬ ‫א‬  ‫א‬    ‫א‬ 
 K‫א‬
 
‫א‬‫א‬‫א‬‫א‬
 
 ‫א‬
‫א‬
 ‫א‬

١
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬
 ‫א‬

           ‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 
 ‫א‬‫א‬‫א‬
 ‫א‬‫א‬ •
‫א‬‫• א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬‫א‬‫• א‬
 
 ‫א‬
 W‫א‬

 ‫א‬ •
‫א‬ •
‫א‬‫א‬‫א‬ •
‫א‬ •
 
 ٦W‫א‬‫א‬
 
 
 
 

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬

 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬،
K‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬

 
-٢-
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬
W‫א‬W 

?‫א‬?‫א‬‫א‬
KKK‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
?‫א‬?‫א‬KKK‫א‬‫א‬
‫א‬F‫א‬‫א‬‫א‬‫א‬
‫א‬
F‫א‬ E‫א‬
‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬E‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬F‫א‬‫א‬
‫א‬‫א‬
 ‫א‬‫א‬‫א‬
 KE‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬  J
  J J‫א‬‫א‬ J
 K ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ J
‫א‬‫א‬? ?
 K‫א‬‫א‬‫א‬
‫א‬‫א‬ J
  ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،
 K‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

W‫א‬W
?‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ ?‫א‬
‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬
  ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ KKK‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬
،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬٪٨٠
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬ ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W
 
 
 K‫א‬‫א‬‫א‬G
‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬G
K‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬G

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
 K‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬G
 K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫ א‬-
 K
K‫א‬ -
K‫א‬ -
K‫א‬ -
K‫א‬‫א‬‫א‬‫א‬‫ א‬-
K‫א‬ -
K‫א‬‫א‬ -
 K‫א‬ -

‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬W‫א‬‫א‬
K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬W‫א‬
 ،،‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬،‫א‬
 K‫א‬
W‫א‬‫א‬‫א‬
E‫א‬F‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬،‫א‬،‫א‬‫א‬‫א‬
،‫א‬EF‫א‬‫א‬
،،‫א‬،‫א‬‫א‬
 K‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
 ،‫א‬‫א‬
 K،‫א‬‫א‬‫א‬‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬، ‫א‬
‫א‬‫א‬،‫א‬،،‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
 

 W‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬F‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬E
‫א‬
 ‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬،،‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

: ‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ ،‫א‬‫א‬‫א‬
‫א‬، ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬،‫א‬
 W‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ E١
‫א‬‫א‬‫א‬‫א‬ E٢
K‫א‬‫א‬
K‫א‬‫א‬ E٣
K‫א‬‫א‬‫א‬‫ א‬E٤
K‫א‬‫א‬‫ א‬E٥
K‫א‬‫א‬‫א‬ E٦
K‫א‬‫א‬‫א‬‫א‬ (٧

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬‫א‬

W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬
W‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬
،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 W‫א‬‫א‬
‫א‬E‫א‬F‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
  ‫א‬‫א‬،‫א‬ ،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬،‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
W‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬
 ‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
 W‫א‬‫א‬
-٨-
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬، ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬

-٩-
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  



 ‫؟‬‫א‬  J١

‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬  J٢

F‫א‬‫א‬‫א‬‫א‬E‫א‬F‫א‬‫א‬‫א‬‫א‬‫ א‬ J٣

K‫א‬‫א‬‫א‬‫א‬‫א‬E‫א‬

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J٤

‫؟‬‫א‬‫א‬

‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬  J٥

‫؟‬‫א‬

،‫א‬‫א‬‫א‬‫א‬‫א‬  J٦

‫؟‬‫א‬‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬‫א‬

 ‫؟‬‫א‬‫א‬ J١

،‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬ J٢

 K

،‫א‬  J٣

 ‫؟‬‫א‬‫א‬

 W‫א‬‫א‬ J٤

 K J

 K J

 K J
 

 ‫א‬‫א‬‫א‬

K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ K١

. ‫א‬‫א‬‫ א‬K٢

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 ‫א‬
‫א‬‫א‬
 ‫א‬‫א‬

٢
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬
 ‫א‬‫א‬

           ‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 
 ‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬‫א‬‫• א‬
 
 ‫א‬
 W‫א‬

‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬‫• א‬
 
 ٦W‫א‬‫א‬
 
 
 
 

 

- ١٢ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 ‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 
 W‫א‬‫א‬‫א‬
: ‫هﻨﺎك اﻟﻌﺪﻳﺪ ﻣﻦ ا ﻟﺪراﺳﺎت اﻟﺘﻲ ﺗﻨﺎوﻟﺖ ﺗﺼﻨﻴﻒ وﺗﻘﺴﻴﻢ اﻟﺨﺪﻣﺎت ﻟﻌﻞ أهﻤﻬﺎ‬
: Muphy + enis 1986   J١
‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬
W‫א‬‫א‬‫™ א‬
‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬
 K?‫א‬‫א‬?‫א‬‫א‬‫א‬‫א‬‫א‬
W‫א‬‫™ א‬
‫א‬‫א‬ ‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫™ א‬
‫א‬ ‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 
- ١٣ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 

: Kotler 1996  J٢
‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬
 W‫א‬‫א‬
‫א‬ ™
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ ™
K‫א‬
‫א‬‫א‬ ™
K‫א‬‫א‬
K‫א‬ ™

: Pride and Ferrell 1993   J٣

 W‫א‬‫א‬‫א‬
 
 W‫א‬‫א‬W
K ™
K ™

W‫א‬‫א‬W
K‫א‬‫א‬‫א‬ ™
K‫א‬ ™
 

 W‫א‬‫א‬W
K‫א‬‫א‬‫א‬ ™
 K‫א‬‫א‬ ™

 
- ١٤ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
W‫א‬‫א‬W‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬

W‫א‬‫א‬W
‫א‬‫א‬‫א‬W‫א‬‫א‬‫א‬‫™ א‬
K‫א‬
‫א‬‫א‬W‫א‬‫™ א‬
K‫א‬‫א‬‫א‬

 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J٤

 K‫א‬ J
 K‫א‬‫א‬ J
 K‫א‬ J
K‫א‬ J‫א‬
 K‫א‬‫א‬‫א‬ J
 K‫א‬‫א‬‫א‬ J
 KE‫א‬F‫א‬ J
 K‫א‬‫א‬‫א‬ J
 K‫א‬ J
 K‫א‬‫א‬ J‫א‬
 K‫א‬‫א‬ J
 W‫א‬‫א‬‫א‬‫א‬
 

 

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 W‫א‬W
‫א‬‫א‬
‫א‬KK‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬

 W
،?General Electric ?‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
١٦٠{٠٠٠‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬٣٠٠٠‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 

  JW‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬ J
K‫א‬ J
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ J
K‫א‬‫א‬‫א‬‫א‬ J
 K‫א‬،‫א‬ J
K‫א‬K‫א‬‫א‬‫א‬‫א‬ J
K‫א‬ J
K‫א‬‫א‬ J

- ١٦ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬ ‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬
‫א‬K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬ ‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬،
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬
 K‫א‬‫א‬‫א‬

 W‫א‬‫א‬W
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬
 W‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ ™
 W
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬ ™
،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬ ،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،
 K‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬ ™
 
 
 
 

- ١٨ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 W
‫א‬‫א‬
 ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬E‫א‬F‫א‬‫א‬‫א‬ ™
 K‫א‬‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬ ™
 W
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬

 W‫א‬W
‫א‬‫א‬ ‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫؟‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
- ١٩ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬
 W‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ J
K‫א‬‫א‬
 K‫א‬‫א‬ J
‫א‬‫א‬،‫א‬
 ‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 
 W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ E١
W‫א‬K‫א‬
K‫א‬  J
K‫א‬‫ א‬ J
K‫א‬‫ א‬ J
K‫א‬‫א‬‫א‬  J
‫א‬‫א‬‫א‬‫א‬ E٢
K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ E٣
K‫א‬‫א‬

- ٢٠ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 W
‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬

 W‫א‬W‫א‬
 ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫؟؟‬
‫א‬‫א‬
 K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬،‫א‬٦
،‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬٣ ‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
K‫א‬‫™ א‬
K‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬‫א‬‫™ א‬
،‫א‬‫א‬‫א‬،‫א‬،‫א‬‫א‬‫א‬‫א‬‫™ א‬
KKKKK‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬ ?‫א‬?‫א‬

 W‫א‬‫א‬‫א‬W 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬
W‫א‬‫א‬E
 K‫א‬‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬‫א‬ ™
 ‫א‬‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬‫א‬‫א‬ ™
 W‫א‬‫א‬‫א‬‫א‬‫א‬E
K‫א‬‫א‬ ™
. E‫א‬F‫א‬ ™

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬W 
‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 W‫א‬‫א‬
‫א‬،‫א‬W J
 K‫א‬‫א‬‫א‬
 W‫א‬ J
F‫א‬‫א‬‫א‬‫א‬‫א‬G
K‫א‬‫א‬‫א‬E‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬G
K‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬G
K‫א‬‫א‬‫א‬‫א‬G
 ‫א‬ G
K‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬G
 KE‫א‬F

 W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
?‫א‬‫א‬‫א‬
‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬١٠٠
،‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬،‫א‬‫א‬
- ٢٣ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬،‫א‬‫א‬٥٠٠
‫א‬‫א‬
‫א‬‫א‬  ‫א‬
‫א‬‫א‬‫א‬٤٠٠‫א‬‫א‬
‫א‬‫א‬،‫א‬
‫א‬٣‫א‬
 ‫א‬‫א‬٢{٤٠٠‫א‬٥
 K٪٦٠٠‫א‬‫א‬E٤٠٠F

 WE‫א‬F‫א‬W 
‫א‬‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫؟‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫א‬   ‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬
K‫א‬ E١
K‫א‬ E٢
K‫א‬‫א‬‫א‬‫א‬ E٣
‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
- ٢٤ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬ K
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
  ‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬‫א‬‫א‬W 
‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬،
‫؟‬‫א‬‫א‬ E١
‫א‬‫א‬‫א‬‫א‬‫א‬
 K
 K‫א‬‫؟‬‫א‬ E٢
 K‫א‬،‫א‬،‫؟‬‫א‬ E٣
 W‫א‬E٤
 ‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬ ‫א‬
 W‫א‬‫א‬‫א‬
.‫ اﻟﺨﺪﻣﺔ اﻟﺬاﺗﻴﺔ‬K١
 K‫א‬ K٢
- ٢٥ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
K‫א‬‫ א‬K٣
K‫א‬‫א‬‫ א‬K٤
K‫א‬‫ א‬K٥
K‫א‬‫ א‬K٦
KE‫א‬‫א‬F‫א‬‫ א‬K٧
‫א‬‫א‬WF‫א‬‫א‬‫ א‬K٨
KE‫א‬

 W‫א‬W 
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K

 W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ J١
K‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ J٢
K J٣
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ J٤
‫א‬‫א‬‫א‬
K
‫א‬‫א‬‫א‬‫א‬‫א‬ J٥
K

- ٢٦ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 W‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ K١
K‫א‬‫א‬‫א‬‫א‬‫א‬ K٢
K‫א‬‫א‬‫א‬‫א‬ K٣
 ‫א‬‫א‬ K٤
K‫א‬‫א‬

 W‫א‬‫א‬W‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬
 K
 
 W‫א‬‫א‬‫א‬
 W‫א‬
‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬
 W‫א‬
K‫א‬‫א‬ ™
K‫א‬‫א‬‫א‬‫א‬ ™
‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬

- ٢٧ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬‫א‬‫א‬

 W‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬  J١
K‫א‬‫א‬
‫א‬‫א‬  J٢
K‫א‬
‫א‬‫א‬ ‫א‬‫א‬  J٣
 K‫א‬‫א‬

 W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ E١
K
‫א‬‫א‬ E٢
K‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ E٣

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 

‫א‬‫א‬،‫א‬‫א‬‫א‬WE١F
‫א‬F‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
 ‫؟‬E‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬WE٢F
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬WE٣F
 ‫؟‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬WE٤F
 ‫؟‬‫א‬‫א‬
 

 K‫א‬WE٥F
 

 K‫א‬WE٦F
 

 ‫؟‬‫א‬‫א‬‫א‬WE٧F
 
 
 
 
 
 

- ٢٩ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 W‫א‬‫א‬‫א‬WE٨F
 
 ‫א‬  ١

 ‫א‬  ٢

   ٣

 ‫א‬  ٤

   ٥

   ٦

   ٧


 ٨
 ‫א‬‫א‬

- ٣٠ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 ‫א‬

،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 ‫؟‬‫א‬‫؟‬‫א‬‫؟‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ ‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 

 W‫א‬‫א‬‫א‬‫א‬‫א‬W
W‫א‬ K١
‫א‬‫א‬‫א‬،
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
W‫א‬ K٢
، ‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
W‫א‬ K٣
‫א‬‫א‬E‫א‬‫א‬F‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬‫א‬W
 W‫א‬‫א‬‫א‬‫א‬
W‫א‬  J١
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
W‫א‬‫ א‬ J٢
‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬
 ‫א‬‫א‬
 K‫א‬‫א‬
W‫א‬‫א‬‫א‬  J٣

 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
 K‫א‬‫א‬‫א‬،‫א‬‫א‬

 W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ E١
K‫א‬‫א‬‫א‬
K‫א‬‫א‬ E٢

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬ E٣
‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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 ‫א‪‬א‪ ‬‬ ‫‪ ٢١٧‬‬ ‫א‪ ‬‬
‫א‪‬א‪ ‬‬ ‫‪‬א‪ ‬‬ ‫א‪ ‬‬

‫‪ ‬‬ ‫‪‬‬

‫‪ W‬‬
‫‪‬א‪‬א‪‬א‪‬א‪‬א‪،‬א‪‬א‪‬‬
‫‪ W‬‬
‫اﻟﺨﺪﻣﺔ اﻟﻤﻄﻠﻮﺑﺔ‬ ‫ﻣﺘﻄﻠﺒﺎت اﻟﺒﻴﻊ‬ ‫إﺟﺮاءات اﻟﺒﻴﻊ‬ ‫م‬
‫اﻟﻀﻴﺎﻓﺔ‬ ‫اﻟﺘﺮﺣﻴﺐ وﺗﻮﻓﻴﺮ ﻣﻜﺎن ﻣﺮﻳﺢ وﻣﻼﺋﻢ‬ ‫ﻳﺪﺧﻞ اﻟﻌﻤﻴﻞ إﻟﻰ ﻣﻌﺮض‬
‫‪١‬‬
‫اﻟﺸﺮآﺔ‬
‫ﻣﻌﻠﻮﻣﺎت‬ ‫ﺗﻮﺿﻴﺢ اﻷﺳﻌﺎر ‪ ،‬اﻷﻧﻮاع ‪ ،‬اﻟﻤﻮاﺻﻔﺎت‬ ‫ﻳﺴﺄل ﻋﻦ اﻷﺟﻬﺰة اﻟﻤﻮﺟﻮدة‬ ‫‪٢‬‬
‫اﺳﺘﺸﺎرﻳﺔ‬ ‫اﻻﺳﺘﻔﺴﺎر ﻣﻦ اﻟﻌﻤﻴﻞ ﻋﻦ ﺣﺎﺟﺘﻪ وﻋﺮض‬ ‫ﻳﺘﻢ ﻋﺮض ﻋﺪة ﺑﺪاﺋﻞ ﺗﻮاﻓﻖ‬
‫‪٣‬‬
‫اﻟﺒﺪﻳﻞ اﻟﻤﻨﺎﺳﺐ‬ ‫اﺣﺘﻴﺎﺟﺎﺗﻪ‬
‫ﻣﻌﻠﻮﻣﺎت‬ ‫إﻋﻼﻣﻪ ﺑﺎﻟﺴﻌﺮ وﻃﺮﻳﻘﺔ اﻟﺪﻓﻊ وﺷﺮوط‬ ‫ﻳﻮاﻓﻖ اﻟﻌﻤﻴﻞ ﻋﻠﻰ اﻟﺸﺮاء‬
‫‪٤‬‬
‫اﻟﺒﻴﻊ‬
‫ﺧﺪﻣﺔ ﺗﻘﺪﻳﻢ ﻓﺎﺗﻮرة‬ ‫وﺟﻮد ﻓﺎﺗﻮرة ﺧﺎﻟﻴﺔ ﻣﻦ اﻷﺧﻄﺎء وﻳﺘﻢ‬ ‫ﺗﻘﺪﻳﻢ ﻓﺎﺗﻮرة ﻟﻠﻌﻤﻴﻞ‬
‫‪٥‬‬
‫ﺗﻮﺿﻴﺢ آﻞ اﻹﺿﺎﻓﺎت ﻣﻊ أﺳﻌﺎر آﻞ ﺑﻨﺪ‬
‫ﺧﺪﻣﺔ اﻷﻣﺎن‬ ‫ﺗﻐﻠﻴﻒ اﻟﺠﻬﺎز وإﺿﺎﻓﺎﺗﻪ ﺑﺸﻜﻞ ﺟﻴﺪ ﺗﺤﻤﻴﻪ‬ ‫ﺗﺠﻬﻴﺰ اﻟﺠﻬﺎز ﻟﻠﻨﻘﻞ‬
‫‪٦‬‬
‫ﻣﻦ اﻟﺨﺪش أو اﻟﻜﺴﺮ‬
‫اﻟﻀﻤﺎن‬ ‫ﺗﻘﺪﻳﻢ ﺷﻬﺎدة ﺿﻤﺎن ﺗﻮﺿﺢ اﻟﺸﺮوط‬ ‫ﺗﻘﺪﻳﻢ ﻋﻘﺪ ﺿﻤﺎن ﻟﻠﻌﻤﻴﻞ‬
‫‪٧‬‬
‫اﻟﻤﺤﺪدة ﻟﻠﺘﻌﻮﻳﺾ وﻓﺘﺮة اﻟﺼﻴﺎﻧﺔ اﻟﻤﺠﺎﻧﻴﺔ‬
‫ﺧﺪﻣﺔ اﻟﺘﻮﺻﻴﻞ واﻟﺘﺮآﻴﺐ‬ ‫ﺗﺮآﻴﺐ اﻟﺠﻬﺎز وﺗﺸﻐﻴﻠﻪ واﻟﺘﺄآﺪ ﻣﻦ ﻋﻤﻠﻪ‬ ‫ﻧﻘﻞ اﻟﺠﻬﺎز إﻟﻰ ﺑﻴﺖ اﻟﻌﻤﻴﻞ‬
‫ﺑﻄﺮﻳﻘﺔ ﺟﻴﺪة وإدﺧﺎل اﻟﺒﺮاﻣﺞ اﻟﻼزﻣﺔ‬ ‫وﺗﺮآﻴﺒﻪ‬ ‫‪٨‬‬
‫ﻟﻠﻌﻤﻞ ‪.‬‬
‫ﺧﺪﻣﺔ ﻣﻌﻠﻮﻣﺎت‬ ‫اﻟﺘﺪرﻳﺐ ﻋﻠﻰ اﻟﺘﺸﻐﻴﻞ وﻃﺮﻳﻘﺔ اﻹﻏﻼق أو‬ ‫إﺧﺒﺎر اﻟﻌﻤﻴﻞ ﻋﻦ ﻣﺤﺎذﻳﺮ ﻗﺪ‬
‫ﻧﻘﻠﻪ ﻣﻦ ﻣﻜﺎن ﻵﺧﺮ‬ ‫ﺗﺆدي إﻟﻰ ﺗﻠﻒ اﻟﺠﻬﺎز‬ ‫‪٩‬‬
‫وﺷﺮوط اﻟﺼﻴﺎﻧﺔ‬
‫ﺧﺪﻣﺔ اﻟﺼﻴﺎﻧﺔ وﻗﻄﻊ اﻟﻐﻴﺎر‬ ‫ﺗﻘﺪﻳﻢ اﻟﺼﻴﺎﻧﺔ اﻟﻼزﻣﺔ ﻟﻠﺠﻬﺎز ﻓﺤﺺ اﻟﺠﻬﺎز واﻟﺘﺄآﺪ ﻣﻦ اﻟﻌﻄﻞ اﻟﻤﻮﺟﻮد‬
‫ﻓﻴﻪ واﻟﺘﺄآﺪ أن اﻟﻌﻄﻞ ﺿﻤﻦ ﺑﻨﻮد اﻟﻀﻤﺎن‬ ‫إذا ﺗﻌﻄﻞ‬ ‫‪١٠‬‬
‫اﻟﻤﻘﺪم وﻓﺘﺮة اﻟﺼﻴﺎﻧﺔ اﻟﻤﺠﺎﻧﻴﺔ‬

‫‪- ٣٤ -‬‬
 ‫א‪‬א‪ ‬‬ ‫‪ ٢١٧‬‬ ‫א‪ ‬‬
‫א‪‬א‪ ‬‬ ‫‪‬א‪ ‬‬ ‫א‪ ‬‬

‫‪ ‬‬ ‫‪‬‬

‫‪ W‬‬
‫‪‬א‪‬א‪‬א‪‬א‪‬א‪‬א‪‬א‪ W‬‬
‫ﻧ ﻮع اﻟﺨﺪﻣ ﺔ‬ ‫ﻣﺘﻄﻠﺒﺎت ﺗﻘﺪﻳﻢ اﻟﺨﺪﻣﺔ‬ ‫إﺟ ﺮاءات ﺗﻘ ﺪﻳﻢ ﺧﺪﻣ ﺔ ﺻ ﻴﺎﻧﺔ‬ ‫م‬
‫اﻟﻤﻄﻠﻮﺑﺔ‬ ‫اﻟﺴﻴﺎرات‬
‫وﺟ ﻮد ﻣﻮﻗ ﻒ واﺳ ﻊ ﻳﻤﻜ ﻦ‬ ‫ﻳﻘﻮم اﻟﻌﻤﻴﻞ ﺑﺼﻒ ﺳﻴﺎرﺗﻪ‬ ‫‪١‬‬
‫ﺧﺪﻣﺔ اﻟﻀﻴﺎﻓﺔ‬ ‫اﻟﻌﻤﻴ ﻞ ﻣ ﻦ اﻹﺻ ﻄﻔﺎف وﻋ ﺪم‬
‫ﺗﻌﺮض ﺳﻴﺎرﺗﻪ ﻷذى‬
‫ﺧﺪﻣﺔ اﻟﻀﻴﺎﻓﺔ‬ ‫ﻳﺘﻢ اﻟﺘﺮﺣﻴﺐ ﺑﺎﻟﻌﻤﻴﻞ ﺑﻜﻞ ﻟﻄﻒ‬ ‫ﻳﺘﻮﺟﻪ اﻟﻌﻤﻴﻞ ﻟﻤﻜﺘﺐ اﻻﺳﺘﻘﺒﺎل‬ ‫‪٢‬‬
‫ﺧﺪﻣﺔ اﻟﻀﻴﺎﻓﺔ‬ ‫وﺟﻮد أﻣﺎآﻦ اﺳﺘﺮاﺣﺔ‬ ‫ﻳﻨﺘﻈﺮ اﻟﻌﻤﻴﻞ ﺣﺘﻰ ﻳﺤﻴﻦ دورﻩ‬ ‫‪٣‬‬
‫ﺗﻘ ﺪﻳﻢ ﻣﻌﻠﻮﻣ ﺎت ﻋ ﻦ أﺳ ﺌﻠﺔ‬ ‫ﻳﺘﻘ ﺪم اﻟﻌﻤﻴ ﻞ ﻟﻤﻮﻇ ﻒ اﻻﺳ ﺘﻘﺒﺎل‬ ‫‪٤‬‬
‫اﻟﻌﻤﻴ ﻞ وإﺧﺒ ﺎرﻩ أﻳ ﻦ ﻳﺠ ﺪ‬ ‫وﻳﺨﺒﺮﻩ ﻋﻦ اﻟﻤﺸﻜﻠﺔ‬
‫ﺧﺪﻣﺔ اﻟﻤﻌﻠﻮﻣﺎت‬
‫اﻟﻤﺴﺎﻋﺪة وأﻳﻦ ﻳﺘﺠ ﻪ ﻟﻠﻤﺴ ﺎﻋﺪة‬
‫وأﻳﻦ ﻳﺘﻮﺟﻪ ﺑﺴﻴﺎرﺗﻪ‬
‫ﺧﺪﻣﺔ اﺳﺘﻘﺒﺎل‬ ‫ﻣﺴﺎﻋﺪة اﻟﻌﻤﻴ ﻞ ﻓ ﻲ ﺗﻌﺒﺌ ﺔ ﻃﻠ ﺐ‬ ‫ﺗﻌﺒﺌﺔ ﻧﻤﻮذج ﻃﻠﺐ ﻓﺤﺺ‬ ‫‪٥‬‬
‫اﻟﻄﻠﺒﺎت‬ ‫اﻟﻔﺤﺺ‬
‫ﻳﻨﺘﻈ ﺮ اﻟﻌﻤﻴ ﻞ ﺣﺘ ﻰ ﻳﻨﺘﻬ ﻲ‬ ‫ﺗﺆﺧﺬ اﻟﺴﻴﺎرة إﻟﻰ ورﺷﺔ اﻟﺼ ﻴﺎﻧﺔ‬ ‫‪٦‬‬
‫ﺧﺪﻣﺔ اﻟﻀﻴﺎﻓﺔ‬
‫اﻟﺘﻘﺮﻳ ﺮ وﻳ ﺘﻢ إﻋﻼﻣ ﻪ ﺑﻮﻗ ﺖ‬ ‫ﻟﻠﻔﺤﺺ‬
‫أﺛﻨﺎء اﻻﻧﺘﻈﺎر‬
‫اﻻﻧﺘﻈﺎر‬
‫ﻳ ﺘﻢ ﺗﻘ ﺪﻳﻢ ﺗﻘﺮﻳ ﺮ ﺑﺎﻷﻋﻄ ﺎل‬ ‫إﺧﺒﺎر اﻟﻌﻤﻴﻞ ﻋﻦ ﺣﺎﻟﺔ اﻟﺴﻴﺎرة‬ ‫‪٧‬‬
‫ﺧﺪﻣﺔ اﺳﺘﺸﺎرﻳﺔ‬ ‫اﻟﻤﻮﺟ ﻮدة ﻓ ﻲ اﻟﺴ ﻴﺎرة وﺗﻜﻠﻔ ﺔ‬
‫إﺻﻼﺣﻬﺎ‬
‫ﻳ ﺘﻢ اﻋ ﻼم اﻟﻌﻤﻴ ﻞ ﻋ ﻦ اﻟﻮﻗ ﺖ‬ ‫ﻓ ﻲ ﺣﺎﻟ ﺔ ﻣﻮاﻓﻘ ﺔ اﻟﻌﻤﻴ ﻞ ﻋﻠ ﻰ‬ ‫‪٨‬‬
‫ﺧﺪﻣﺔ ﻣﻌﻠﻮﻣﺎت‬
‫اﻟﻼزم ﻻﺻﻼح اﻟﺴﻴﺎرة‬ ‫ﻣﺒﺎﺷﺮة اﻟﺼﻴﺎﻧﺔ‬
‫ﺧﺪﻣﺎت إﺳﺘﺜﻨﺎﺋﻴﺔ‬ ‫اﻋﻄﺎء اﻟﻌﻤﻴﻞ ﺳﻴﺎرة ﺑﺪﻳﻠﺔ‬ ‫ﺑﺪء اﻟﻌﻤﻞ ﺑﺎﻟﺼﻴﺎﻧﺔ‬ ‫‪٩‬‬
‫ﺧﺪﻣﺎت اﻟﺼﻴﺎﻧﺔ‬ ‫ﺗﻮﻓﺮ ﻗﻄﻊ اﻟﻐﻴﺎر اﻷﺻﻠﻴﺔ‬ ‫أﺛﻨﺎء اﻟﺼﻴﺎﻧﺔ‬ ‫‪١٠‬‬
‫وﻗﻄﻊ اﻟﻐﻴﺎر‬
‫ﺗﺠﺮﺑ ﺔ اﻟﺴ ﻴﺎرة ﻟﻠﺘﺄآ ﺪ ﻣﻨﻬ ﺎ‬ ‫ﺑﻌﺪ إﺟﺮاء اﻟﺼﻴﺎﻧﺔ اﻟﻼزﻣﺔ‬ ‫‪١١‬‬
‫ﺧﺪﻣﺔ اﻷﻣﺎن‬
‫ووﺿﻌﻬﺎ ﻓﻲ ﻣﻜﺎن ﺁﻣﻦ‬
‫اﻻﺗﺼﺎل ﺑﺎﻟﻌﻤﻴﻞ هﺎﺗﻔﻴ ًﺎ‬ ‫اﺳﺘﻼم اﻟﺴﻴﺎرة ﻣﻦ ﻗﺒﻞ اﻟﻌﻤﻴﻞ‬ ‫‪١٢‬‬
‫ﺧﺪﻣﺔ اﻟﻤﻌﻠﻮﻣﺎت‬
‫ﻟﺘﺬآﻴﺮﻩ ﺑﻤﻮﻋﺪ اﺳﺘﻼم اﻟﺴﻴﺎرة‬
‫ﻓ ﺎﺗﻮرة واﺿ ﺤﺔ ودﻗﻴﻘ ﺔ ﺧﺎﻟﻴ ﺔ‬ ‫ﺗﻘﺪﻳﻢ آﺸﻒ ﺣﺴﺎب ﻟﻠﻌﻤﻴﻞ‬ ‫‪١٣‬‬
‫ﺧﺪﻣﺔ اﻟﻔﻮﺗﺮة‬ ‫ﻣ ﻦ اﻷﺧﻄ ﺎء ﻓﻴﻬ ﺎ ﺗﻜﻠﻔ ﺔ ﻗﻄ ﻊ‬
‫اﻟﻐﻴﺎر واﻷﺟﻮر‬
‫ﺧﺪﻣﺎت اﻟﺪﻓﻊ‬ ‫ﻗﺪ ﺗﻜﻮن ﻣﻦ ﺧﻼل ﺑﻄﺎﻗﺔ اﺋﺘﻤﺎن‬ ‫اﻟﺪﻓﻊ‬ ‫‪١٤‬‬
‫ﺗ ﺬآﻴﺮ اﻟﻌﻤﻴ ﻞ ﺑﻤﻮﻋ ﺪ اﻟﺼ ﻴﺎﻧﺔ‬ ‫اﻻﺣﺘﻔ ﺎظ ﺑﻨﺴ ﺨﺔ ﻋ ﻦ ﻓ ﺎﺗﻮرة‬ ‫‪١٥‬‬
‫ﺧﺪﻣﺔ ﻣﻌﻠﻮﻣﺎت‬
‫اﻟﺘﺎﻟﻲ‬ ‫اﻟﻌﻤﻴﻞ وآﺸﻒ اﻟﺼﻴﺎﻧﺔ‬
‫اﻻﺗﺼﺎل ﺑﺎﻟﻌﻤﻴﻞ ﻟﻼﺳﺘﻔﺴﺎر ﻋﻦ‬ ‫ﻣﺘﺎﺑﻌﺔ اﻟﻌﻤﻴﻞ ﺑﻌﺪ اﻟﺼﻴﺎﻧﺔ‬ ‫‪١٦‬‬
‫ﺧﺪﻣﺔ اﻟﻀﻤﺎن‬
‫أﻳﺔ ﻣﺸﻜﻠﺔ‬

‫‪- ٣٥ -‬‬
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 ‫א‬‫א‬

‫א‬‫א‬E‫א‬،‫א‬F‫א‬‫א‬‫א‬WE١F
 ‫א‬
 
‫ﺧﺪﻣﺔ اﻷﻣﻦ‬ ‫ﺧﺪﻣﺔ اﻟﻔﻮﺗﺮة‬
‫ﺧﺪﻣﺔ اﻟﺪﻓﻊ‬ ‫ﺧﺪﻣﺔ اﻟﻀﻤﺎن‬
‫ﺧﺪﻣﺔ ﺗﻮﻓﻴﺮ ﻗﻄﻊ اﻟﻐﻴﺎر‬ ‫ﺧﺪﻣﺔ اﻟﺼﻴﺎﻧﺔ‬
‫اﻟﺨﺪﻣﺎت اﻻﺳﺘﺜﻨﺎﺋﻴﺔ‬ ‫ﺧﺪﻣﺔ اﻻﺳﺘﺸﺎرات‬
 
- ‫ﺧﺪﻣﺎت ﻗﺒﻞ اﻟﺒﻴﻊ‬
-
- ‫ﺧﺪﻣﺎت أﺛﻨﺎء اﻟﺒﻴﻊ‬
-
-
- ‫ﺧﺪﻣﺎت ﺑﻌﺪ اﻟﺒﻴﻊ‬
-
-
 
 ‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬WE٢F
 

‫א‬‫א‬‫א‬‫א‬‫א‬WE٣F
 K‫א‬‫א‬

- ٣٦ -
 ‫א‬
‫א‬
 ‫א‬

٣
 ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬
 ‫א‬

           ‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 
 ‫א‬‫א‬‫א‬
 ‫א‬‫• א‬
‫א‬ •
 
 ‫א‬
 W‫א‬

 ‫א‬‫• א‬
‫א‬ •
‫א‬ •
‫א‬‫א‬‫א‬ •
 •
 
 ٦W‫א‬‫א‬
 
 
 
 
 

- ٣٧ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬

F‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬،‫א‬F‫א‬‫א‬‫א‬‫א‬EKKKK،،
،‫א‬‫א‬،‫א‬‫א‬‫א‬E‫א‬
‫א‬‫א‬E‫א‬F‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 

 W‫א‬‫א‬W
‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬
،‫א‬‫א‬،‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬
 ‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
 K‫א‬‫א‬‫א‬‫א‬Boycott

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬ ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬
 K‫א‬٪١٥
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬،‫א‬
 
K‫א‬‫א‬‫א‬ E١
K‫א‬ E٢
K‫א‬‫א‬‫א‬‫ א‬E٣
K‫א‬ E٤
K‫א‬‫א‬ E٥
K‫א‬‫א‬‫ א‬E٦
K‫א‬‫א‬ E٧

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
  ‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬
 ‫א‬٪٥٪٤٥٪٢٣‫א‬‫א‬
- ٣٩ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬٪٥٠‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 

 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 W
K‫א‬‫א‬ E١
‫א‬‫א‬‫א‬ E٢
K‫א‬
 K‫א‬‫א‬‫א‬‫א‬ E٣
 
 W‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J١
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J٢
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
- ٤٠ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫؟‬‫א‬
‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 

 W‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 KKKKKKK‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬KK
KKK‫א‬‫א‬‫א‬‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K‫א‬
‫א‬KKK‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬٢٤‫א‬‫א‬
‫א‬‫א‬٨٠٠‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 KK‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W
 
‫א‬‫א‬‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ KKK‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
‫א‬‫א‬‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬٥٠٠{٠٠٠‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬ ٪٥‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K‫א‬
،‫א‬‫א‬٪٥‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،
KKK‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬

- ٤٣ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬ J‫א‬‫א‬‫א‬‫א‬‫א‬
 J‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
، ‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬EF‫א‬K
‫א‬K‫א‬‫א‬
 ‫א‬‫א‬‫א‬?‫א‬
‫א‬‫א‬،?‫א‬‫؟‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬KK‫א‬‫א‬‫א‬
‫א‬ ‫א‬‫א‬KKK‫א‬‫א‬‫א‬‫א‬
 K
 
 
 
 

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬W‫א‬
 W‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬ •
K‫א‬‫א‬ •
K‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬‫א‬‫א‬ •
 K‫א‬‫א‬‫א‬ •
 

 ‫؟‬W
 W‫א‬‫א‬‫א‬‫א‬
K •
‫א‬‫א‬ •
، •
KE١F‫א‬
 K •

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 W‫א‬
W K١
W
 K‫א‬‫א‬‫א‬
‫א‬‫א‬١٠‫א‬،‫א‬‫א‬٥‫א‬
،
 K‫א‬‫א‬‫א‬‫א‬
W‫א‬ K٢
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ ™
K‫א‬،‫א‬
K‫א‬ ™
‫א‬‫א‬ ™
‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬
W‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ J
‫א‬٢٠‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬
K‫א‬
‫א‬W‫א‬?‫א‬٢٠?‫א‬، J
K‫א‬‫א‬‫א‬
?W
 ‫א‬‫א‬‫א‬‫א‬‫א‬ J
K?KKKKKKKK

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
K‫א‬‫א‬‫א‬‫א‬‫א‬  J
 
W‫א‬ K٣
،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K
W‫ א‬K٤
E‫א‬F‫א‬‫א‬‫א‬
EF‫א‬KKKK‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
W‫א‬ K٥
‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
W‫א‬‫א‬‫ א‬K٦
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬ ‫א‬‫א‬‫א‬‫א‬
?‫א‬?‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K
W K٧
،‫א‬‫א‬‫א‬
 K‫א‬
W K٨

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬،‫א‬‫א‬  J
K
،‫א‬  J
K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬  J
K
K‫א‬،‫א‬  J

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬

 K‫א‬‫א‬‫א‬‫א‬WE١F

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬WE٢F

،‫א‬‫א‬،‫א‬‫א‬‫א‬

 ‫؟‬‫א‬

‫א‬‫א‬‫א‬،‫א‬WE٣F

،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

‫א‬،‫א‬

F‫א‬‫א‬‫؟‬‫א‬

 ‫؟‬E‫א‬

 W‫א‬‫א‬‫א‬‫א‬ WE٤F

‫א‬‫א‬‫א‬‫א‬‫א‬K١

‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 K‫א‬

‫א‬‫א‬K٢

‫א‬‫א‬‫א‬‫א‬‫א‬

 K‫א‬‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬‫א‬‫א‬K٣

‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬

 K‫א‬‫א‬

‫א‬‫א‬‫א‬K٤

‫א‬‫א‬‫א‬‫א‬‫א‬

 K‫א‬‫א‬‫א‬‫א‬

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ WE٥F

 ‫؟‬‫א‬

- ٥٠ -
 ‫א‬
‫א‬ ‫א‬
 ‫א‬‫א‬

٤
  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬‫א‬
 ‫א‬‫א‬

          ‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 
 ‫א‬‫א‬‫א‬
 ‫א‬‫• א‬
‫א‬ •
‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬‫• א‬
 
 ‫א‬
 W‫א‬

 ‫א‬‫• א‬
‫א‬ •
‫א‬‫א‬ •
‫א‬ •
‫א‬‫• א‬
 
 ٦W‫א‬‫א‬
 
 
 
 
- ٥١ -
  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 ‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬ •
K‫א‬ •
K‫א‬‫א‬ •
K‫א‬ •
K‫א‬‫א‬ •

 W‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
E‫א‬L‫א‬F‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬KKK‫א‬‫א‬‫א‬
 W‫א‬
 
- ٥٢ -
  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫ א‬E١
‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬
‫א‬
‫א‬‫א‬،‫א‬،
KKK‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬‫א‬‫א‬
KK‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫؟‬‫א‬
‫א‬‫א‬‫؟‬‫א‬‫؟‬‫א‬‫؟‬‫א‬‫א‬
‫א‬‫א‬‫א‬ ‫א‬KKK‫؟‬‫א‬
K‫א‬‫א‬KKKK‫א‬

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫ א‬E٢
K‫א‬‫א‬‫א‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬ E٣
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬KK‫א‬
K‫א‬‫א‬‫א‬K
 

 ‫א‬‫א‬‫א‬‫א‬ E٤
KK ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬ ،
‫א‬‫א‬KK
‫א‬‫א‬‫א‬‫א‬‫א‬ KK
- ٥٣ -
  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
KK‫א‬‫א‬KK‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬،
K‫א‬‫א‬
 

 W‫א‬W
?‫א‬‫א‬
 J JF‫א‬‫א‬‫א‬?‫א‬
‫א‬‫א‬‫א‬‫א‬EKKK J
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬
 W‫א‬
 

 W‫א‬‫א‬‫ א‬ J١
‫א‬‫א‬‫א‬‫א‬  ‫א‬
 ‫א‬‫א‬‫א‬‫א‬
KKK‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 

- ٥٤ -
  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 W‫א‬‫ א‬ J٢
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬

 W‫א‬‫א‬  J٣
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 
 W‫א‬‫ א‬ J٤
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
W‫א‬‫ א‬ J٥
‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
 
 
 
 
 
 
 
 

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 ‫א‬‫א‬‫א‬
‫ ـــــــــــــــــــــــــــــــــــــــــــــــــــ‬W‫א‬

‫ﺳﻴﺊ ﻟﻠﻐﺎﻳﺔ‬ ‫ﺿﻌﻴﻒ‬ ‫ﻣﺘﻮﺳﻂ‬ ‫ﻣﻤﺘﺎز ﺟﻴﺪ‬

‫א‬‫א‬‫א‬ J١
  
 ‫؟‬
 ‫؟‬‫א‬‫א‬ J٢
‫א‬‫א‬ J٣
 ‫؟‬‫א‬
 ‫؟‬‫א‬‫א‬ J٤
‫א‬‫א‬‫א‬‫א‬‫א‬ J٥
 E‫א‬‫א‬FW
 ‫א‬E
   KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬
   KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬‫א‬
‫א‬‫א‬E
  KKKKKKKKKKKKKKKKKKKKKKKK‫א‬
 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬E
   KKKKKKKKKKKKKKKKKKKKKKKK‫א‬
 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬‫א‬
 ‫א‬‫א‬E
   KKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬
 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬‫א‬
 ‫א‬‫א‬E
   KKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬
 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬‫א‬
 ‫א‬‫א‬E
   KKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬
 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬E
   KKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬
 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK‫א‬‫א‬

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 
 ‫؟‬‫א‬ J٦
 
 ‫א‬،‫א‬‫א‬
 

 

 

   ‫؟‬‫א‬‫א‬ J٧

 JW‫א‬ J٨

 ‫א‬  ‫א‬‫א‬  ‫א‬

 
       W‫א‬
 
     ‫א‬‫א‬E

     ‫א‬E

     ‫א‬‫א‬‫א‬E

 ‫א‬ J٩

     ‫א‬‫א‬E

     ‫א‬‫א‬E

 ‫א‬‫א‬ J١٠

     ‫א‬‫א‬E

     ‫א‬‫א‬E

     ‫א‬‫א‬‫א‬E

    ‫؟‬‫א‬ J١١

   
 WE‫א‬F‫א‬‫א‬
 _________L_______L______W‫א‬
 _______________________W‫א‬

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 ______________________________________________________________W‫א‬
W‫א‬‫א‬‫א‬
 _____________________________________________________
W‫א‬‫א‬_____________________W‫א‬
 _________________________
 ____________________W‫א‬
 ‫א‬‫א‬‫א‬

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 ‫א‬‫א‬‫א‬
 ‫א‬‫א‬
 __________‫א‬_______________‫א‬
 __________________‫א‬‫א‬‫א‬
 W  J١
‫ﻏﻴﺮ راﺿﻲ‬ ‫ﻏﻴﺮ‬ ‫راﺿﻲ‬
‫ﻣﺤﺎﻳﺪ‬ ‫راﺿﻲ‬
‫ﻣﻄﻠﻘًﺎ‬ ‫راﺿﻲ‬ ‫ﺗﻤﺎﻣﺎ‬
1 2 3 4 5 ‫أ ( اﻟﻤﻌﺎﻣﻠﺔ اﻟﺠﻴﺪة واﻻهﺘﻤﺎم ﺑﺎﻟﻌﻤﻴﻞ‬
1 2 3 4 5 ‫ب( اﻟﻮﻗﺖ اﻟﻤﺴﺘﻐﺮق ﻹﺗﻤﺎم اﻟﺨﺪﻣﺔ‬
1 2 3 4 5 ‫ج( اﺳﺘﻌﺪاد اﻟﻤﻮﻇﻒ ﻟﺘﻘﺪﻳﻢ اﻟﻤﺴﺎﻋﺪة‬
1 2 3 4 5 ‫د( آﻢ اﻟﺨﺪﻣﺎت اﻟﻤﺘﺎﺣﺔ‬
1 2 3 4 5 ‫هـ( اﻟﺪﻗﺔ ﻓﻲ اﻧﺠﺎز اﻟﻌﻤﻞ‬
1 2 3 4 5 ‫و( اﻟﻤﻈﻬﺮ اﻟﺨﺎرﺟﻲ ﻟﻠﻔﺮع‬
K‫א‬،‫א‬‫א‬‫א‬‫א‬‫ א‬ J٢
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
‫؟‬‫א‬‫א‬‫א‬  J٣
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 ‫א‬‫א‬‫א‬
 E١WF

 _______W‫א‬__________W‫א‬
 __________________________________W‫א‬‫א‬‫א‬
‫ﺳﻲء‬
‫ﺿﻌﻴﻒ‬ ‫ﻣﺘﻮﺳﻂ‬ ‫ﺟﻴﺪ‬ ‫ﻣﻤﺘﺎز‬
‫ﻟﻠﻐﺎﻳﺔ‬
‫اﻟﻤﻌﺎﻣﻠﺔ اﻟﺠﻴﺪة‬
‫اﻟﺨﺪﻣﺔ اﻟﺴﺮﻳﻌﺔ‬
‫واﻟﺪﻗﻴﻘﺔ‬
‫ﺟﻮدة اﻟﻤﻨﺘﺞ‬
‫ﻧﻈﺎﻓﺔ اﻟﻤﻄﻌﻢ‬
‫اﻷﺳﻌﺎر‬
________________________________________ ‫اﻟﻤﻨﺘﺠﺎت اﻟﻤﺸﺘﺮاة‬
: ‫ﻋﺪد ﻣﺮات زﻳﺎرﺗﻚ ﻟﻠﻤﻄﻌﻢ‬
‫ﻣﺮة ﻓﻲ اﻷﺳﺒﻮع ﺗﻘﺮﻳﺒﺎ‬
‫ﻣﺮة ﻓﻲ اﻟﺸﻬﺮ ﺗﻘﺮﻳﺒﺎ‬
‫أول ﻣﺮة أزور ﻓﻴﻬﺎ اﻟﻤﻄﻌﻢ‬
: ‫ﻋﺪد اﻟﻤﺮاﻓﻘﻴﻦ‬
‫ أﺷﺨﺎص‬٣ – ٢ ‫ﺷﺨﺺ واﺣﺪ‬
‫ أﺷﺨﺎص‬٥ ‫أآﺜﺮ ﻣﻦ‬ ‫ أﺷﺨﺎص‬٥ -٤
‫ﻻ‬ ‫ﻧﻌﻢ‬ ‫ﺑﻨﺎء ﻋﻠﻰ ﺗﺠﺮﺑﺘﻚ اﻟﻴﻮم هﻞ ﺳﺘﻌﺎود زﻳﺎرة اﻟﻤﻄﻌﻢ ؟‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
_______________________________________________________________
 E‫א‬F
_________________________ W‫א‬‫א‬ ______________________ W‫א‬
____________ W‫ ____________ א‬W‫א‬‫ ____________ א‬W‫א‬

 K
 

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 ‫א‬‫א‬‫א‬
 E٢WF

           KKKKK

    ‫א‬–‫א‬
    ‫א‬
   ‫א‬
    ‫א‬–‫א‬
    ‫א‬
    ‫א‬‫א‬
    ‫א‬
    ‫א‬‫א‬‫א‬
    ‫א‬‫א‬
    ‫א‬
 
__________________________________ ‫؟‬‫א‬
__________________________________ ‫؟‬
__________________________________ ‫؟‬‫א‬‫א‬
__________________ ‫؟‬‫א‬‫א‬‫א‬
__________________________________ ‫؟‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬
_______________________________________________________________________
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 E‫א‬F
____________________ : ‫ ____________________اﻟﻬﺎﺗﻒ‬: ‫اﻻﺳﻢ‬
__________________________________ : ‫اﻟﻌﻨﻮان‬

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 K‫א‬‫א‬W
 
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
 

 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬

 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
KKKK‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬E‫א‬F

 W‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫א‬‫א‬
. ‫א‬‫א‬‫א‬

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 
 E١F
‫א‬،‫א‬‫א‬‫א‬ J
‫א‬‫א‬،‫א‬
‫א‬‫א‬KKKKKK،‫א‬
‫א‬‫א‬‫א‬‫א‬
 ‫؟‬‫א‬‫؟‬‫א‬،‫א‬‫א‬
 

 E٢F
‫א‬ ‫א‬ J
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬ J
K‫א‬‫א‬
K‫א‬‫א‬ J
K‫א‬‫א‬‫א‬ J
K‫א‬‫א‬‫א‬‫א‬ J
 ‫؟‬‫א‬‫؟‬‫א‬
 

 E٣F
‫א‬‫א‬‫א‬‫א‬
 W‫א‬
 K‫א‬‫א‬‫א‬‫א‬W
 ‫؟‬‫א‬‫א‬W

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 K‫א‬W‫א‬
‫א‬?
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬?
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬
 
W‫א‬‫א‬‫א‬‫™ א‬
‫א‬W‫א‬‫א‬ ‫א‬
‫א‬‫א‬KKKK‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 
W‫א‬‫א‬‫א‬‫™ א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 

- ٦٥ -
  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
: ‫א‬‫א‬W‫א‬‫א‬‫™ א‬
 W‫א‬W‫א‬‫א‬‫א‬ J١
W‫א‬ ƒ

 ‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 KKKKKK‫א‬‫א‬‫א‬
W ƒ
 K‫א‬‫א‬‫א‬‫א‬
W‫א‬ ƒ
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
W ƒ
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 WW‫א‬‫א‬‫א‬  J٣
 K J
 K J
 K J
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K
 W‫א‬‫א‬‫ א‬ J٤
‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
 ‫א‬‫א‬ J
 K‫א‬‫א‬ J
 K‫א‬‫א‬ J

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
 K‫א‬‫א‬ J
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 W‫א‬‫ א‬ J٥
‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬
K‫א‬‫א‬ -
K -
K‫א‬‫א‬ -
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬KKK‫א‬
‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 
 K‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J
K‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J
 W‫א‬‫א‬‫א‬
‫א‬ ‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫؟‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬

- ٦٧ -
  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬K
 W ‫א‬
W‫א‬‫א‬‫א‬‫א‬‫א‬ J١
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬،
 ‫א‬
‫א‬‫א‬‫א‬‫א‬ W‫א‬‫א‬‫א‬‫א‬‫א‬ J٢
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 

 W‫א‬‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬KKK‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬٪٦٠‫א‬W
‫א‬‫א‬‫א‬
٪١٢‫א‬‫א‬٪١٢‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬،‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬
 K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬W‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬‫א‬W
‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 

 

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬

 W‫א‬‫א‬‫א‬‫א‬W
W‫א‬K‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬

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  ‫א‬‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬‫א‬  ‫א‬  ‫א‬

  

 
 W
،‫א‬ ‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
 ‫؟‬‫א‬
W‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬،‫א‬
W‫א‬‫א‬‫א‬
K‫ א‬ J
K  J
K‫א‬‫א‬‫א‬‫א‬‫א‬  J
K‫א‬‫א‬‫א‬  J
K‫א‬  J
W‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬،‫א‬‫א‬
 

 W‫א‬‫א‬WE١F
W‫א‬ J
W‫א‬‫א‬‫א‬ J
W‫א‬‫א‬ J
 

‫א‬ ‫א‬‫א‬‫א‬‫א‬WE٢F
 K‫א‬‫א‬‫א‬K‫א‬
 

‫א‬‫א‬F‫א‬‫א‬ ، ‫א‬ ‫א‬ WE٣F

‫؟‬E‫א‬‫א‬

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 ‫א‬
‫א‬
 ‫א‬

٥
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬
 ‫א‬

           ‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 
 ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ •
 
‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫• א‬
 
 ‫א‬
 W‫א‬

 ‫א‬‫א‬‫א‬‫א‬‫• א‬
‫א‬‫א‬‫א‬‫• א‬
‫א‬‫א‬ •
‫א‬‫• א‬
 
 ٦W‫א‬‫א‬
 
 
 
 
- ٧٢ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬
 

‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 
K‫א‬‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬ •
K‫א‬‫א‬ •
 

 W‫א‬‫א‬‫א‬‫א‬‫א‬W
،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 W
 
 W‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬ ،‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬‫א‬‫א‬‫א‬‫א‬ W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬W‫א‬‫ א‬ J
K‫א‬‫א‬‫א‬

- ٧٣ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫ א‬ J
K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬،‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬ ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 

 W‫؟‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬

 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 

 W‫א‬‫א‬‫א‬W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬،‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 KK‫א‬‫א‬
 

- ٧٤ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
 W‫א‬‫א‬W‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 W
W‫א‬ E١
‫א‬،‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
W‫ א‬E٢
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬
 ،‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 

 W‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 

 W‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
 ‫א‬‫א‬W‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫ א‬ ‫א‬،
 W‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W E١
 K‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W E٢
 K
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬‫א‬W
 
 W‫א‬‫א‬‫א‬‫א‬
 W‫א‬K١
 – J
 W‫א‬‫א‬K٢
K‫א‬‫א‬‫א‬‫א‬ J
 K‫א‬‫א‬‫א‬‫א‬ J

‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬
 

‫اﺗﺼﺎل ﻣﻦ اﻟﻌﻤﻴﻞ ﺑﺈدارة ﺧﺪﻣﺔ‬ ‫اﺗﺼﺎل ﻣﻦ ﻗﺒﻞ إدارة ﺧﺪﻣﺔ‬

‫اﻟﻌﻤﻼء‬ ‫اﻟﻌﻤﻼء ﺑﺎﻟﻌﻤﻴﻞ‬
( ‫) ﺗﻮﺟﻴﻪ اﺗﺼﺎل ﺑﻴﻌﻲ ﻟﻠﻌﻤﻴﻞ‬
‫) اﺳﺘﻘﺒﺎل ﻣﻜﺎﻟﻤﺎت ﺑﻴﻌﻴﺔ ﻣﻦ‬
‫ أﻋﻤﺎل داﻋﻤﺔ ﻟﻺﻋﻼن‬-
( ‫اﻟﻌﻤﻴﻞ‬
‫أﻋﻤﺎل ﺑﻴﻌﻴﺔ‬ ‫ ﺟﺬب ﻋﻤﻼء ﺟﺪد‬-
‫ ﺧﺪﻣﺔ أﺧﺬ اﻟﻄﻠﺒﺎت‬-
‫ إﺧﺒﺎر اﻟﻌﻤﻼء ﻋﻦ أي ﺳﻠﻊ‬-
‫ ﺧﺪﻣﺎت اﻟﻤﻌﻠﻮﻣﺎت‬-
‫ﺟﺪﻳﺪة‬

( ‫) اﺳﺘﻘﺒﺎل ﻣﻜﺎﻟﻤﺎت ﻏﻴﺮ ﺑﻴﻌﻴﺔ‬ ( ‫) ﺗﻮﺟﻴﻪ ﻣﻜﺎﻟﻤﺎت ﻏﻴﺮ ﺑﻴﻌﻴﺔ‬

‫ ﺧﺪﻣﺎت اﺳﺘﺸﺎرﻳﺔ‬- ‫ دراﺳﺔ اﻟﺴﻮق‬-
‫أﻋﻤﺎل ﻏﻴﺮ ﺑﻴﻌﻴﺔ‬ ‫ ﻣﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوي‬- ‫ اﻟﺘﺄآﻴﺪ ﻋﻠﻰ اﻟﺤﺠﺰ‬-
‫ ﺧﺪﻣﺎت اﺳﺘﺜﻨﺎﺋﻴﺔ‬- ‫ ﺧﺪﻣﺎت ﻣﺎ ﺑﻌﺪ اﻟﺒﻴﻊ‬-
‫ اﺳﺘﻼم اﻟﺪﻓﻌﺎت اﻟﻨﻘﺪﻳﺔ‬- ‫ إﺻﺪار اﻟﻔﻮاﺗﻴﺮ‬-

‫ﺷﺒﻜﺔ اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﻌﻤﻼء‬

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W
 W‫א‬‫א‬ J‫א‬‫א‬
- ٧٧ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬،‫א‬‫א‬‫א‬
،‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬

 W‫א‬‫א‬–‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ W ™
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬
‫א‬  ‫א‬‫א‬‫א‬ W‫א‬ ™
K‫א‬‫א‬‫א‬

 W‫א‬‫ א‬–‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬،‫א‬‫א‬،‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 

 W‫א‬–‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬ ‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 
 

- ٧٨ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬‫א‬W
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫ א‬W
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W
‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W
 K‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W ‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W 
 K‫א‬‫א‬‫א‬‫א‬‫א‬
 

‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬W
 ‫א‬‫א‬‫א‬W‫א‬
 K‫א‬‫א‬‫א‬
 

 K‫א‬‫א‬‫א‬‫א‬W
 

- ٧٩ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬W
 K‫א‬‫א‬‫א‬‫א‬‫א‬
 

‫א‬،،‫א‬‫א‬W‫א‬
 K‫א‬‫א‬‫א‬

- ٨٠ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 

 ‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬–١

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬WE١F

 ‫؟‬‫א‬‫א‬‫א‬‫א‬

 W

‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬

K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J١

K‫א‬‫א‬‫א‬‫א‬  J٢

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫ א‬ J٣

K‫א‬

K‫א‬‫א‬‫א‬  J٤

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬  J٥

K‫א‬

K‫א‬‫א‬‫א‬  J٦

K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J٧

- ٨١ -
 ‫א‪‬א‪ ‬‬ ‫‪ ٢١٧‬‬ ‫א‪ ‬‬
‫‪‬א‪ ‬‬ ‫‪‬א‪ ‬‬ ‫א‪ ‬‬

‫‪ ‬‬ ‫‪‬‬

‫اﺗﺼﺎل ﻣﻦ اﻟﻌﻤﻴﻞ ﺑﺈدارة ﺧﺪﻣﺔ‬ ‫اﺗﺼﺎل ﻣﻦ ﻗﺒﻞ إدارة ﺧﺪﻣﺔ‬

‫اﻟﻌﻤﻼء‬ ‫اﻟﻌﻤﻼء ﺑﺎﻟﻌﻤﻴﻞ‬
‫) ﺗﻮﺟﻴﻪ اﺗﺼﺎل ﺑﻴﻌﻲ‬
‫ﻟﻠﻌﻤﻴﻞ (‬
‫) اﺳﺘﻘﺒﺎل ﻣﻜﺎﻟﻤﺎت ﺑﻴﻌﻴﺔ ﻣﻦ‬
‫أﻋﻤﺎل داﻋﻤﺔ‬ ‫‪-‬‬
‫اﻟﻌﻤﻴﻞ (‬
‫أﻋﻤﺎل ﺑﻴﻌﻴﺔ‬ ‫ﻟﻺﻋﻼن‬
‫ﺧﺪﻣﺔ أﺧﺬ اﻟﻄﻠﺒﺎت‬ ‫‪-‬‬
‫ﺟﺬب ﻋﻤﻼء ﺟﺪد‬ ‫‪-‬‬
‫ﺧﺪﻣﺎت اﻟﻤﻌﻠﻮﻣﺎت‬ ‫‪-‬‬
‫إﺧﺒﺎر اﻟﻌﻤﻼء ﻋﻦ‬ ‫‪-‬‬
‫أي ﺳﻠﻊ ﺟﺪﻳﺪة‬

‫) ﺗﻮﺟﻴﻪ ﻣﻜﺎﻟﻤﺎت ﻏﻴﺮ‬

‫) اﺳﺘﻘﺒﺎل ﻣﻜﺎﻟﻤﺎت ﻏﻴﺮ ﺑﻴﻌﻴﺔ (‬ ‫ﺑﻴﻌﻴﺔ (‬
‫ﺧﺪﻣﺎت اﺳﺘﺸﺎرﻳﺔ‬ ‫‪-‬‬ ‫دراﺳﺔ اﻟﺴﻮق‬ ‫‪-‬‬
‫أﻋﻤﺎل ﻏﻴﺮ‬
‫ﻣﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوي‬ ‫‪-‬‬ ‫اﻟﺘﺄآﻴﺪ ﻋﻠﻰ اﻟﺤﺠﺰ‬ ‫‪-‬‬
‫ﺑﻴﻌﻴﺔ‬
‫ﺧﺪﻣﺎت اﺳﺘﺜﻨﺎﺋﻴﺔ‬ ‫‪-‬‬ ‫ﺧﺪﻣﺎت ﻣﺎ ﺑﻌﺪ‬ ‫‪-‬‬
‫اﺳﺘﻼم اﻟﺪﻓﻌﺎت اﻟﻨﻘﺪﻳﺔ‬ ‫‪-‬‬ ‫اﻟﺒﻴﻊ‬
‫إﺻﺪار اﻟﻔﻮاﺗﻴﺮ‬ ‫‪-‬‬

‫‪‬א‪‬א‪ ‬‬

‫‪ ‬‬

‫‪ ‬‬

‫‪ ‬‬

‫‪ ‬‬

‫‪ ‬‬

‫‪ ‬‬

‫‪- ٨٢ -‬‬
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬W‫א‬
‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬L‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬E‫א‬‫א‬F‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 

 W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬
 W‫א‬
K‫א‬  J١
K‫א‬‫א‬  J٢
K‫א‬  J٣
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ٠
 
 

- ٨٣ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬
‫א‬K‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬
 ‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 W‫א‬‫א‬W
 W‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ •
K٪١٠‫א‬ •
٪٨٥–٢٥‫א‬‫א‬‫א‬٪٥ •
‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬٪٧٠١٤‫א‬ •
 K‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫ א‬
 W‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬–E‫א‬‫א‬F‫א‬‫א‬‫א‬
 E‫א‬‫א‬F‫א‬‫א‬‫א‬
٥٠٠٠٠‫א‬‫א‬٤٨٠٠٠‫א‬‫א‬‫א‬‫א‬‫א‬
٪٤Z٤٨٠٠٠–٥٠٠٠٠ W‫א‬‫א‬
 ٤٨٠٠٠

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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬‫א‬
 K‫א‬‫א‬٤٨٠٠٠‫א‬‫א‬‫א‬‫א‬ K١
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ K٢
W‫א‬‫א‬
 ١٩٢٠Z٪٤C٤٨٠٠٠
٢٠٠،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ K٣
W‫א‬‫א‬‫א‬‫א‬
 ٣٨٤٠٠Z٢٠٠C١٩٢٠

‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬
 W‫א‬
‫؟‬‫א‬‫א‬‫א‬  J
‫؟‬‫א‬‫א‬‫א‬‫א‬  J
‫؟‬‫א‬‫؟‬‫א‬‫א‬  J
‫؟‬‫א‬‫א‬  J
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬W‫א‬‫א‬‫א‬
‫א‬‫א‬ 
 K‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬،‫א‬
 
 

- ٨٥ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬W
 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬
 W
‫א‬ •
K‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬ •

‫א‬‫א‬‫א‬‫א‬ •
K‫א‬
‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬ •
K ‫א‬‫א‬‫א‬ •

 W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬
‫א‬،‫א‬  ،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 
 
 

- ٨٦ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
 ‫א‬‫א‬‫א‬ J١
‫א‬‫א‬‫א‬‫א‬‫א‬ W‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 ‫א‬‫א‬W‫א‬  J 
،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫ א‬ J
‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬W‫א‬‫א‬  J
‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ •
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ •
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬  J
K‫א‬‫א‬‫א‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬  J
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬
 
- ٨٧ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

‫א‬‫א‬‫א‬ ‫א‬‫א‬
 ‫א‬
 ‫א‬ ‫א‬
‫א‬‫א‬‫א‬
 ‫א‬  ‫א‬
 ‫א‬‫א‬
‫א‬‫א‬‫א‬
 ‫א‬  ‫א‬
 ‫א‬‫א‬
 ‫א‬‫א‬  ‫א‬ ‫א‬‫א‬
 ‫א‬  ‫א‬‫א‬  ‫א‬
‫א‬‫א‬ ‫א‬
 ‫א‬‫א‬
 ‫א‬  ‫א‬
 
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 
 ‫א‬ J٢
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬  ‫א‬
‫א‬ ‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 W‫א‬K‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬W‫א‬‫א‬‫א‬  J
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

- ٨٨ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
‫א‬W‫א‬‫א‬‫א‬W  J
K‫א‬‫א‬‫א‬

 W‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ E١
K‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ E٢
K‫א‬‫א‬،‫א‬ (٣

 
- ٨٩ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 

‫א‬٢٠٠٠‫א‬‫א‬‫א‬‫א‬‫א‬WE١F

‫א‬،‫א‬‫א‬٨٥‫א‬‫א‬‫א‬

‫א‬‫א‬‫א‬‫א‬‫א‬،
 ١٩١٥‫א‬‫א‬

 K٣٠٠٠‫א‬

 K‫א‬‫א‬ W١

 ‫؟‬‫א‬‫א‬‫א‬W٢

 K‫א‬‫א‬W٣

- ٩٠ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬‫א‬‫א‬‫א‬

 E١٠F

 ‫א‬
 EKKKK،،،‫א‬F
 K‫א‬‫א‬‫א‬‫א‬‫א‬ J١W‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬ J٢
 W‫א‬‫א‬‫א‬
 K J١
K‫א‬‫א‬‫א‬ J٢
 W‫א‬‫א‬
 K‫א‬  J١
W‫א‬‫א‬‫א‬‫א‬‫א‬  J٢
 EF J
 K‫א‬‫א‬–
 K‫א‬‫א‬‫א‬‫א‬ J٣
 K‫א‬‫א‬‫א‬ J٤
 ،‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬ J٥
 K‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬ J٦
 W‫א‬‫א‬‫א‬‫א‬ J٧
 K‫א‬‫א‬،‫א‬ J
K‫א‬‫א‬ J
K‫א‬‫א‬‫א‬‫א‬ J
 K‫א‬ J٨
K‫א‬‫א‬‫א‬‫א‬  J٩
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J١٠
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  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫ א‬ J١١
K‫א‬  J١٢
K‫א‬‫א‬  J١٣
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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 

- ٩٢ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 
 E٦F
 
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W

 

‫א‬‫א‬‫א‬ ‫א‬‫א‬
 ‫א‬  ‫א‬

- -
  - -
- -
- -

- -
  - -
- -
- -

‫א‬‫א‬‫א‬ J

 K‫א‬‫א‬‫א‬ J

 

 

 

- ٩٣ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W

 

 ‫א‬  ‫א‬

  J

  J  ‫א‬

J

  J

  J  ‫א‬

J

  J

  J  ‫א‬

J

 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 
 K‫א‬‫א‬W
 

- ٩٤ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬‫א‬‫א‬‫א‬
E١٠F

 ‫א‬‫א‬‫א‬‫א‬
 W
––‫א‬
‫א‬‫א‬
‫א‬‫א‬‫א‬
 W
K‫א‬‫א‬  J١
K‫א‬‫א‬  J٢
K‫א‬‫א‬‫א‬‫א‬  J٣
K‫א‬  J٤
K‫א‬‫א‬  J٥
K‫א‬‫א‬‫א‬  J٦
K‫א‬‫א‬  J٧
K‫א‬‫א‬‫א‬  J٨
K‫א‬‫א‬‫א‬  J٩
K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J١٠
K‫א‬‫א‬  J١١
K‫א‬‫ א‬ J١٢
 

 K‫א‬‫א‬‫א‬W

 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬

 K‫א‬‫א‬‫א‬‫א‬W

- ٩٥ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 
 E٦F

 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W

‫א‬‫א‬ ‫א‬‫א‬
 ‫א‬‫א‬ ‫א‬

- -
 - -
- -
- -

- -
 - -
  - -
- -

 ‫א‬‫א‬‫א‬  J

 

 ‫א‬‫א‬‫א‬  J

 
 
 

- ٩٦ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W
 

 ‫א‬  ‫א‬

-
-  ‫א‬
-
-
-  ‫א‬
-
-
-  ‫א‬
-

 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 ‫א‬W

 ‫א‬‫א‬W‫א‬

K‫א‬‫א‬‫א‬W 

- ٩٧ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 ‫א‬‫א‬‫א‬‫א‬
 E٦F
 ‫א‬

 W‫א‬‫א‬

‫א‬ E١

‫א‬‫א‬ E٢

‫א‬‫א‬ E٣

‫א‬‫א‬ E٤

‫א‬‫א‬ E٥

‫א‬‫א‬‫א‬ E٦

‫א‬‫א‬ E٧

‫א‬‫א‬ E٨

‫א‬ E٩

‫א‬‫א‬‫א‬ E١٠

‫א‬‫א‬ E١١

- ٩٨ -
  ‫א‬‫א‬  ٢١٧  ‫א‬
 ‫א‬  ‫א‬  ‫א‬

  

 
 E٦F
 W
 ‫א‬‫א‬‫א‬
‫א‬  J١
‫א‬  J٢
‫א‬‫א‬  J٣
‫א‬  J٤
 W 
‫א‬‫א‬‫א‬ K١
‫א‬ K٢
 W
 ‫א‬‫א‬
 W‫א‬
 ‫א‬
 W
‫א‬‫א‬‫א‬‫א‬‫א‬ E١
‫א‬E،F‫א‬‫א‬‫א‬‫א‬ E٢
‫א‬ E٣
 W
 ‫א‬
 W
 ‫א‬
 W
 ‫א‬‫א‬

- ٩٩ -
  ٢١٧  ‫א‬
 ‫א‬‫א‬
 ‫א‬  ‫א‬

  

 ‫א‬‫א‬
 ‫א‬‫א‬‫א‬W


‫א‬‫א‬‫א‬،
 ‫א‬F،‫א‬، K١
 KE٢٠٠٠
‫א‬‫א‬،‫א‬F‫א‬‫א‬،‫א‬‫א‬‫א‬ K٢
 KE١٤١٩،‫א‬‫א‬
،،‫א‬F‫א‬،‫א‬‫א‬ K٣
 KE١٤٢١
‫א‬،،‫א‬F ‫א‬‫א‬‫א‬‫א‬ K٤
 KE١٩٩٧،‫א‬‫א‬
‫א‬‫א‬،‫א‬F‫א‬‫א‬‫א‬ K٥
 KE٢٠٠٥،
 J‫א‬،‫א‬،‫א‬ K٦
 KE٢٠٠٦،‫א‬،‫א‬F‫א‬
‫א‬F‫א‬‫א‬‫א‬‫א‬،‫א‬ K٧
 KE١٩٨٣،‫א‬‫א‬‫א‬،‫א‬،
‫א‬‫א‬W‫א‬،‫א‬ K٨
 KE٢٠٠٣،،‫א‬‫א‬F‫א‬
‫א‬،‫א‬F،‫א‬،‫א‬ K٩
 KE١٩٩٥،‫א‬‫א‬
،‫א‬‫א‬‫א‬،‫א‬F ‫א‬‫א‬، K١٠
 KE١٩٩٩
‫א‬‫א‬،‫א‬F‫א‬،‫א‬ K١١
 KE١٩٩٣،
‫א‬‫א‬،F‫א‬‫א‬، K١٢
 KE١٩٩٩،‫א‬
،‫א‬‫א‬،F‫א‬،‫א‬ K١٣
 KE٢٠٠٢
  ٢١٧  ‫א‬
 ‫א‬‫א‬
 ‫א‬  ‫א‬

  

 W‫א‬‫א‬‫א‬W

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.٢ Kinneer, Thomas c., Bernhard, Kenneth L.,
Principles of Marketing, 4th ed , London :
Scott Forces – man & co., 2000
.٣ Kotler, Philip , Marketing management :
Analysis , Planning , Implementation & control
, 6 th ed , New Delhi: Prentice – Hall, 2003.
.٤ Louden , L. & Della Bitta, Alberta J.,
Consumer Behavior, 5th ed., New York,
McGraw-Hill International Editions,1999..
.٥ Mowen , john c., Consumer Behavior, New
York : Macmillan publishing co, 1995.
.٦ Schiffman, Lean. Kanuk. Leslie Lazar,
Consumer Behavior, 2th ed, New York :
Prentice Hall , Inc. , 1983
.٧ Stanton, William, Fundamentals of Marketing
, New York , McGraw -Hill Inc., 1998 .
.٨ William L. welkin," Consumer Behavior " ,
2nd ed , New York , John Wily & Sons press,
1990 .
  ٢١٧  ‫א‬
 ‫א‬
 ‫א‬  ‫א‬

  

 ‫א‬
‫א‬  ‫א‬
 ٢  ‫א‬W‫א‬‫א‬
 ٣   ‫א‬
 ٤  ‫א‬
 ٥  ‫א‬‫א‬‫א‬
 ٦  ‫א‬
 ١٣  ‫א‬‫א‬ W‫א‬‫א‬
 ١٣  ‫א‬‫א‬‫א‬W‫א‬‫א‬
 ٣١  ‫א‬W‫א‬‫א‬
 ٣١  ‫א‬‫א‬‫א‬‫א‬‫א‬
 ٣٢  ‫א‬‫א‬‫א‬‫א‬
 ٣٨  ‫א‬ W‫א‬‫א‬
 ٣٨  ‫א‬‫א‬
 ٤٠  ‫א‬
 ٤١  ‫א‬
 ٤٥  ‫א‬‫א‬‫א‬
 ٤٥  
 ٥٢  ‫א‬‫א‬W‫א‬‫א‬‫א‬
 ٥٣  ‫א‬‫א‬
 ٥٥  ‫א‬
 ٦٤  ‫א‬‫א‬
 ٦٧  ‫א‬
 ٦٩  ‫א‬‫א‬
 ٧٥  ‫א‬W‫א‬‫א‬
 ٧٥  ‫א‬‫א‬‫א‬‫א‬‫א‬
 ٧٩  ‫א‬‫א‬‫א‬‫א‬
 ٨١  ‫א‬‫א‬
 ٨٥  ‫א‬‫א‬