The Role of Impression Management Strategies in Service Quality: Applied Research in The Oil Projects Company
Dr. Sarah Ali Saeed Al-Ameri
University of Baghdad, College of Administration and Economics, Department of Business Administration, Iraq
Hiba AbdulHadi Ahmed AL-Hasani
University of Baghdad, College of Administration and Economics, Department of Business Administration, Iraq
Download PDFAbstract
The research aims to measure the role of impression management strategies in service quality
/ applied research in the Oil Projects Company (one of the Iraqi oil companies) for the purpose
of reaching inferences and conclusions that reflect the actual reality of the reflection of the
strategies adopted by the Oil Projects Company in the quality of service from the point of
view of the Oil Projects Company, and to make recommendations In an attempt to contribute
to its improvement, as the research community employs (3,290) employees of the Oil Projects
Company, as the sample withdrawn amounted to (279) employees, based on the equation of
'Steven Thamison', as the electronic link was used after completing the design of a
questionnaire via ( Google Form) for the employees of the Oil Projects Company, and the
statistical analysis program (SPSS V.24) was used.
The research reached a number of conclusions, the most important of which is that the Oil
Projects Company enjoys 'motivating an impression and construction a good impression', and
that was through the respondents from the company's employees and added as a value to the
company in front of foreign companies, and the research came out with several
recommendations, the most important of which is that the Oil Projects Company should do
With a number of measures aimed at improving its services and which generate positive
impressions for the internal customer, including re-evaluating the procedures for providing
services according to service quality standards and providing procedures to improve the
quality of service provided.
Keywords: impression management strategies; service quality; Oil Projects Company
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