 ‫א‬‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬

‫א‬

 ‫ א‬‫א‬
 ‫א‬

 ‫א‬‫א‬‫א‬‫א‬‫א‬
  ‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬

 ‫א‬
 ‫א‬
 ‫א‬

١
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬
 
 ‫؟‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬ W
‫א‬‫א‬W 
 W‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬ K١
K‫א‬‫א‬L‫א‬‫א‬ K٢
K‫א‬ K٣

‫א‬ ‫א‬‫א‬L‫א‬ ‫א‬‫א‬
‫א‬ ‫א‬ ‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬L‫א‬‫א‬ ‫א‬‫א‬‫א‬
 K
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬ 
 K‫א‬‫א‬
 
‫א‬
‫א‬‫א‬‫א‬،‫א‬

- ١-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

‫א‬‫א‬
 ‫א‬ ‫א‬‫א‬‫א‬
 KE‫א‬F‫א‬‫א‬‫א‬‫א‬

‫؟‬‫א‬‫א‬‫א‬‫א‬١٠٠٠٠‫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W‫א‬
 ‫א‬E  ‫؟‬E
 ‫؟‬‫א‬‫א‬W‫א‬

 W‫א‬
 KEF‫א‬

 W
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬،‫א‬،‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬E‫א‬KK‫א‬‫א‬‫א‬F‫א‬‫א‬‫א‬‫א‬،
 K‫א‬KKK‫א‬



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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W
‫א‬‫א‬‫א‬
،‫א‬،‫א‬
 ‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
 K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬ 
 K‫א‬‫א‬

 W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬L‫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
 K‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
 

‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬KK‫א‬‫א‬

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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫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‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬
 ‫؟‬‫א‬‫א‬‫א‬ 

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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 WE‫א‬F‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬ ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬، ‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬

 W‫א‬‫א‬ H
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬، ‫א‬،‫א‬
،‫א‬‫א‬‫א‬‫א‬
 ‫א‬

 ‫א‬‫א‬
 K‫א‬‫א‬‫א‬

 W‫א‬‫א‬‫א‬H
‫א‬ ‫א‬‫א‬‫א‬ ‫א‬ ‫א‬
‫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
 K WK
 KW ‫א‬K
 K‫א‬‫א‬‫א‬W ‫א‬K
 ‫א‬‫א‬‫א‬‫א‬‫א‬W ‫א‬K
 K‫א‬‫א‬‫א‬ 
 ،‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬W‫א‬K

- ٥-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 ‫א‬‫א‬‫א‬ 
 K‫א‬ 
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬K
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬‫א‬H
‫א‬
 K‫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

 W‫א‬‫א‬J ١
،‫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‫ א‬K١
K‫א‬
K‫א‬‫א‬‫א‬‫ א‬K٢
K‫א‬‫א‬‫א‬ K٣

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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬J ٢
 ‫א‬‫א‬‫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
 K‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬،‫א‬ ‫א‬
 K‫א‬
 W‫א‬J ٣
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
??‫א‬?،‫א‬  ‫א‬
?‫א‬‫א‬?‫א‬‫א‬
 KKKW‫א‬??
 W‫א‬J ٤
‫א‬‫א‬‫א‬‫א‬?‫א‬‫א‬?‫א‬‫א‬
‫א‬‫א‬
 ‫א‬
 ،‫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‫א‬‫א‬‫א‬

 K‫א‬
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 ‫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
 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K‫א‬
 K‫א‬‫א‬






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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 
 E‫א‬F

‫א‬‫א‬ ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،
 W‫א‬‫א‬
 KJ ٥J ٤J ٣‫א‬J ٢J ١

 K‫א‬‫א‬‫א‬ J ١
K‫א‬‫א‬‫א‬‫א‬‫א‬ J ٢
K ‫א‬‫א‬‫ א‬J ٣
K‫א‬ J ٤
K‫א‬‫א‬‫א‬‫א‬‫ א‬J ٥
K‫א‬‫א‬‫א‬  ‫א‬ J ٦
K‫ א‬J ٧

 ‫א‬‫א‬‫ א‬J ٨
K‫א‬‫א‬،
 
K‫א‬‫א‬‫א‬ J ٩
‫א‬‫א‬ ‫א‬‫א‬ J ١٠
K




 

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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 J W‫א‬
 K‫א‬٤٠‫א‬‫א‬،‫א‬
 K٤٠–٣٠‫א‬‫א‬
 K‫א‬٣٠‫א‬‫א‬

 W‫א‬
E١٠‫א‬F‫א‬ 
‫א‬‫א‬–‫א‬‫א‬‫א‬
‫א‬،   ‫א‬
، ‫א‬‫א‬
١٠٠‫א‬٣٠
?‫א‬‫א‬ ‫א‬‫א‬?
 K‫א‬

 ‫؟‬‫א‬‫א‬‫א‬


 ‫؟‬‫א‬‫א‬‫א‬

 ٪١٠‫א‬‫א‬‫א‬
‫א‬
 ‫א‬‫א‬‫א‬‫א‬٪٨٩
‫א‬‫א‬٪٩١
 K‫א‬‫א‬٪٧٨


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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W

 W‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
،‫א‬‫א‬?‫א‬
‫א‬‫א‬‫א‬‫א‬١٠٠ 
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬،
،‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬٥٠٠
‫א‬‫א‬
 K
،٤٠٠‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬
٣‫א‬‫א‬‫א‬‫א‬
٢{٤٠٠‫א‬،٥‫א‬،
 K
‫א‬E٤٠٠F‫א‬‫א‬‫א‬
 ٪٦٠٠‫א‬



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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  



 W‫א‬‫א‬

 
 ‫א‬
٣٠ ‫א‬?،‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬
 K٣٠
‫א‬?‫א‬‫א‬
٣٠‫א‬،‫א‬‫؟‬‫א‬

 ‫א‬ ‫א‬‫א‬، ‫א‬
 K‫א‬
 ‫א‬‫א‬‫א‬٢٠‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬،
 K‫א‬‫א‬‫א‬

 ‫א‬‫א‬
 J ١
 ‫א‬J ٢
 ‫א‬‫א‬‫א‬‫א‬‫א‬J ٣
 ‫א‬‫א‬٪٦٨J ٤
 ‫א‬‫א‬
 ‫א‬J ٥
 ‫א‬J ٦
 
 ‫א‬‫א‬J ٧

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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 ‫א‬‫א‬J ٨
 W‫א‬‫א‬
 ٢٠٠١،&،‫א‬‫א‬ K١
 ٢٠٠١–‫א‬،‫א‬ K٢
 ١٩٩١J ‫א‬،‫א‬ K٣

 W‫א‬‫א‬
1- John T self, PH.D, Improving customer service.Issue#7 ,1997
2- Customer Service Network ( www.customernet.com)
3- John Wellemin ,Successful Customer Care ,1995
4- Ron Kaufman,Up Your Service, 2000
5- The CEO Refresher(www.refresher.com)
6- Office of Consumer &Business Affairs,Business Advice bulltin,Ausralia
(www.ocba.sa.gov.au)
7- “customer service”, WWW.Whereeaglesflock.com
8- Charles Futrell, “Fundamentals of Selling” ,1996
9- Hewitt Associates,“Strategic Influences on Sales Compensation”-a
study of 217 firms-,Illinois,USA,1995
10- Jennifer LeClaire,”Explain Exactly how you will remedy the problem
“,Inc magazine ,2002
11- Ralph Oakes , ”How to listen more than you talk”, Inc magazine ,1999

-١٣-
  ‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬

 ‫א‬
 ‫א‬
 ‫א‬

٢
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬
 ‫א‬،‫א‬
‫א‬‫א‬‫א‬K
‫א‬
 ‫א‬‫א‬ ،‫א‬‫א‬
K‫א‬
 K‫א‬‫א‬
‫א‬
 ‫א‬‫א‬
‫א‬‫א‬K‫א‬
 K‫א‬

‫ﻇﺎهﺮة ﺟﺒﻞ اﻟﺠﻠﻴﺪ ﻓﻲ اﻟﺸﻜﺎوي‬

‫ﻣﺴﺘﻮى ﺳﻄﺢ اﻟﺒﺤﺮ‬ ‫ ﺷﻜﺎوي ﺗﺼﻞ‬%٥-١ ‫ء‬

‫ﻟﻼدارة اﻟﻌﻠﻴﺎ‬
8 11 ‫ ﺷﻜﺎوي‬%٤٥
‫ﻣﻘﺪﻣﺔ‬ 22 ‫و‬
10 ‫اﻟﻌﻤﻼء‬
35 ‫ﻟﻤﻮﻇﻒ ﺧﺪﻣﺔ‬
25
22 37 33
‫ﻋﻤﻼء ﺗﺤﺪث ﻟﻬﻢ‬ %٥٠‫و‬
24 44 22
59
‫وﻻﻳﺸﺘﻜﻮن‬
59
‫ﻣﺸﺎآﻞ‬
66
15 45 44



٪٦٤ ،٥J ١‫א‬
‫א‬،‫א‬‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬٪٩٥‫א‬
 ‫א‬‫א‬‫א‬
 ،‫א‬‫א‬


-١٤-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬، ‫א‬‫א‬
‫א‬،‫א‬،
 K‫א‬
‫א‬‫א‬
 K‫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

 W‫א‬
٪٩٦‫א‬‫א‬K‫א‬‫א‬٪٤‫א‬ •
 K‫א‬٪٩١‫א‬
‫א‬–‫א‬J ‫א‬٨‫א‬‫א‬‫• א‬
‫א‬K٢٠‫א‬‫א‬‫א‬٪١٣
‫א‬١٩٨١
 K‫א‬١٠‫א‬٥‫א‬

‫א‬ ٧١٠ •
‫א‬‫א‬‫א‬٩‫א‬،‫א‬
 K


-١٥-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

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




-١٦-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬
‫א‬‫א‬ ‫א‬‫א‬‫ א‬J
 K‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ ‫א‬ J
K‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬
  
 ‫ א‬J
 ٢٦‫א‬‫א‬
K٦
K‫א‬‫א‬‫א‬ J

 W‫א‬
 ‫א‬
 ‫א‬‫א‬‫א‬‫ א‬K١
K‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫א‬
  K٢
 ‫א‬‫א‬‫א‬ K٣
K
‫א‬ ‫א‬ K٤
K
K‫א‬‫א‬‫א‬‫א‬‫א‬ K٥
K‫א‬‫א‬‫א‬‫א‬‫ א‬K٦
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
  K٧
K






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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W (
 ‫א‬‫א‬ •
 J W‫א‬،

 ‫א‬K……………………L‫א‬‫א‬
 ،،‫א‬‫א‬
 KKKKKKKKKKKKKKKKKKKKKKKK
‫א‬‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
‫א‬٢٤‫א‬‫א‬
 ٦٧J ٤٣٢J ٦‫א‬،
،‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬
 K

 ‫א‬     


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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬‫א‬
 W‫א‬‫א‬‫א‬‫א‬‫א‬

 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ J ١
K
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ J ٢
K 
K‫א‬‫א‬‫א‬ J ٣
K ‫א‬‫א‬‫ א‬J ٤
 ‫א‬‫א‬  J ٥
K‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬‫ א‬J ٦
 ‫א‬‫א‬‫ א‬J ٧
K‫א‬
 ‫א‬‫א‬‫א‬ J ٨
K‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫ א‬J ٩
K
K‫א‬‫א‬ J ١٠
 ‫א‬‫א‬ J ١١
K‫א‬


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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬‫א‬
K J
K J
KEF‫א‬ J
K J
K‫א‬‫א‬‫ א‬J
K J
 K J

 W
 W‫א‬‫א‬‫א‬‫א‬
K K١
‫א‬‫א‬ K٢
K
، K٣
KE١F‫א‬
 K٤
K










-٢٠-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  


 W

 WE١FG
?W
 ‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،
 K‫א‬‫א‬،
 
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬

  
 WE٢F&
 K‫א‬‫א‬‫א‬‫א‬ W ‫א‬
 K W ‫א‬
 K‫א‬‫א‬ W ‫א‬
 K‫א‬‫א‬‫א‬ W ‫א‬
‫א‬ ‫א‬‫א‬
 ‫א‬ W ‫א‬
KKK‫א‬‫א‬
 KK‫א‬

 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬



-٢١-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  


  WE٣FG
 K‫א‬،‫א‬ W ‫א‬
 ‫א‬‫א‬ W ‫א‬
 K‫א‬  
 K ‫א‬‫א‬ W ‫א‬

‫א‬‫א‬  ‫א‬
 ‫א‬‫א‬


 WE٤F
 K‫א‬ W ‫א‬
 K W ‫א‬
 ‫א‬ W ‫א‬
 K  
 K‫א‬ W ‫א‬
 K‫א‬ W ‫א‬
 K W ‫א‬
 ‫א‬‫א‬‫؟‬‫א‬W ‫א‬
 K  






-٢٢-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬
 WJ ١
‫א‬‫א‬
 K‫א‬

 ١٠‫א‬ ،‫א‬‫א‬٥‫א‬W
 
 K‫א‬‫א‬
 ،
‫א‬‫א‬‫א‬‫א‬‫א‬
 K

 W‫א‬–٢
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
،،‫א‬
 K
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
 K‫א‬،‫א‬
 K‫א‬
‫א‬‫א‬
 K‫א‬
‫א‬ ‫א‬
‫א‬‫א‬،‫א‬،‫א‬،‫א‬
‫א‬‫א‬،‫א‬
 K‫א‬‫א‬‫א‬

-٢٣-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬ K١
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬٢٠‫א‬
‫א‬‫א‬،‫א‬
K‫א‬
?‫א‬٢٠?‫א‬، K٢
K?‫א‬‫א‬‫א‬‫א‬?‫א‬
‫א‬‫א‬‫א‬‫א‬ K٣
KKKKKW‫א‬
 K‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬،

 W‫א‬J ٣
‫א‬‫א‬‫א‬
‫א‬‫א‬،
 K‫א‬‫א‬

 W‫א‬J ٤
‫א‬‫א‬‫א‬
E F‫א‬KK‫א‬
‫א‬ ،‫א‬‫א‬‫א‬‫א‬‫א‬ ‫א‬
 K‫א‬‫א‬‫א‬‫א‬

-٢٤-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬–٥
‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬
 W‫א‬‫א‬‫א‬J ٦
‫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
 K

 W‫א‬J ٧
،،‫א‬‫א‬‫א‬
 K‫א‬‫א‬

 WJ ٨
‫א‬،‫א‬‫א‬  E١
 K‫א‬‫א‬
،‫א‬  
  E٢
‫א‬ 
K‫א‬
‫א‬،‫א‬  E٣
K‫א‬‫א‬
K‫א‬،‫א‬  E٤


-٢٥-
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  


 W
K‫א‬  
 ‫א‬‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 W‫א‬
،‫א‬‫א‬
 ‫א‬     ‫א‬      
 K
٢١٧‫א‬‫א‬‫א‬١٩٩٥
‫א‬‫א‬‫א‬‫א‬‫א‬٪٦١٩٩٢
 W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

 K‫א‬‫א‬٪٣٢
 K‫א‬‫א‬‫א‬٪٢٦ 
 K‫א‬٪١٨
 K‫א‬٪٢٤




-٢٦-
  ‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬

 ‫א‬
 ‫א‬
 ‫א‬

٣
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 ‫א‬

 
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬‫א‬‫א‬‫א‬‫א‬‫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، 
 
 W‫א‬‫א‬‫א‬
‫א‬،‫א‬،
‫א‬‫א‬‫א‬
 ،
‫א‬،‫א‬‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬،‫א‬
 W‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬
 W‫א‬
‫א‬‫א‬‫א‬ ‫א‬
 K‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W
 K‫א‬‫א‬‫א‬‫א‬‫א‬

- ٢٧ -
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬‫א‬

 W‫א‬
  ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬  J ١
 ‫א‬‫א‬‫א‬
‫א‬‫א‬ J ٢
 ‫א‬‫א‬‫א‬ J ٣

 W‫א‬
    J ١
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ J ٢
‫א‬
 ‫א‬
   ‫א‬  J ٣
‫א‬
 ‫א‬‫א‬‫א‬ J ٤
‫א‬‫א‬

 W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ K١
‫א‬‫א‬‫א‬‫א‬ ‫א‬ K٢
‫א‬‫א‬‫א‬‫א‬ ‫א‬ K٣
‫א‬
‫א‬‫א‬‫א‬‫א‬ K٤

 ‫א‬‫א‬ K٥
 ‫א‬


- ٢٨ -
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬ 
 ‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬
 ٠‫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
 W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ J
‫א‬
 ‫א‬‫א‬‫א‬‫א‬ J
‫א‬‫א‬‫א‬

 W‫א‬
‫א‬‫א‬ J
‫א‬‫א‬‫א‬‫א‬ J
‫א‬‫א‬‫א‬‫א‬ J
‫א‬‫א‬ ‫א‬‫א‬
‫א‬‫א‬‫א‬

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

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 ‫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
 K‫א‬‫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
 ‫א‬  ‫א‬ K١
‫א‬‫א‬‫א‬
‫א‬‫א‬ K٢
‫א‬
‫א‬‫א‬‫א‬ K٣
‫א‬‫א‬


- ٣٠ -
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  


 W‫א‬‫א‬
‫א‬‫א‬‫א‬ K١
‫א‬‫א‬ K٢

‫א‬‫א‬‫א‬ K٣
‫א‬
‫א‬‫א‬ ‫א‬  K٤
‫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

 W‫א‬
L‫א‬W‫א‬‫א‬‫א‬‫א‬‫ א‬K١
‫א‬‫א‬‫א‬،‫א‬KKKKKKKKK

‫א‬‫א‬‫א‬ K٢
 ‫א‬‫א‬

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 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  

 W‫א‬‫א‬
 W‫א‬‫א‬‫א‬
‫ א‬J
‫א‬‫א‬‫א‬ J
‫א‬
‫א‬ J
‫א‬‫א‬‫א‬‫א‬ J
‫א‬‫א‬‫א‬ J
‫א‬‫א‬ J

‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 W‫א‬‫א‬
‫ א‬J
‫א‬ J
‫א‬ J
‫א‬ J
 ‫א‬‫א‬‫א‬ J

 W‫א‬

 ‫א‬‫א‬
 ‫א‬
‫א‬،،٦٣
 W‫א‬
‫א‬‫ א‬J
‫א‬ J
‫א‬‫א‬‫א‬ J
‫א‬‫א‬‫א‬‫א‬ J
 ‫ א‬J

- ٣٢ -
 ‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
 ‫א‬ ‫א‬  



 W
‫א‬‫א‬‫א‬ ،‫א‬
 W‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬

- ٣٣ -
  ‫א‬‫א‬‫א‬
 ‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬

 ‫א‬
 ‫א‬
 ‫א‬

٤
 ‫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
‫א‬،
،‫א‬‫א‬ ‫א‬‫א‬‫א‬‫א‬
‫א‬E‫א‬FHE‫א‬F‫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
 W‫א‬‫א‬
‫א‬‫א‬‫א‬ J
‫א‬‫א‬‫א‬ J
‫א‬ J
 J
 J
‫א‬‫ א‬J
 ‫א‬‫א‬‫א‬
،
 ‫א‬‫א‬ J
 
‫א‬‫א‬‫א‬ ‫א‬ J



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 ‫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

 W‫א‬‫א‬

K ‫א‬   ‫א‬  ‫א‬ ‫א‬    ‫א‬ ‫א‬ W ‫א‬   
‫א‬‫א‬‫א‬‫א‬‫א‬ ‫א‬‫א‬‫א‬
 K

 K‫א‬‫א‬‫א‬‫א‬‫א‬

‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
 K‫א‬K

 E‫א‬F‫א‬ ‫א‬
‫א‬    ‫א‬
‫א‬

‫א‬

‫א‬

‫א‬‫א‬
‫א‬

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 ‫א‬‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
‫א‬ ‫א‬  


‫א‬E٢F‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬K‫א‬‫א‬‫א‬
 K‫א‬‫א‬‫א‬

 ٢

    ‫א‬‫א‬
 
 ‫א‬‫א‬

 ‫א‬

 ‫א‬

 ‫א‬‫א‬

 ‫א‬‫א‬


 J J J J J J J J J J J J W‫א‬

 W‫א‬

،‫א‬‫א‬‫א‬‫א‬E‫א‬F‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬

- ٣٦ -
 ‫א‬‫א‬‫א‬ ‫א‬‫א‬ ‫א‬
‫א‬ ‫א‬  

‫א‬‫א‬‫א‬K‫א‬‫א‬‫א‬
 K‫א‬

‫א‬‫א‬‫א‬‫א‬‫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
 K‫א‬

‫א‬K‫א‬ ‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬٢‫א‬‫א‬٥‫א‬K‫א‬
٤J ١‫א‬K٤J ١‫א‬‫א‬‫א‬‫א‬
K٥

‫א‬‫א‬‫א‬‫א‬
 K

‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬‫א‬
K‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬ ‫א‬

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 ‫א‬‫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

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