Principles of Commitment and Compliance Techniques in Convincing Customers of Tourism Services Companies

Subject Areas : business management

siamak habibi ¹ , reza shafeai ² , Hersh sultanpanah ³

1 - Department of business Management, sanandaj Branch, Islamic Azad University, sanandaj, iran
2 - Department of business Management, University of kurdistan, sanandaj, iran
3 - Department of business Management, sanandaj Branch, Islamic Azad University, sanandaj, iran. iran.

Received: 2020-04-29 Accepted : 2020-05-25 Published : 2020-06-21

Keywords: loyalty, FITD, , lowball, Trust, , commitment, , satisfaction, ,

Abstract :

Customer persuasion is one of the most important issues in product sales. The principle of commitment and consistency in behavior is one of the important principles in the psychology of influence. Today, the principles of commitment and consistency have come to the attention of nonprofits and businesses. Limited studies have been performed on FITD and LOWBALL techniques, which are the principles of commitment and stability. The purpose of this study is to evaluate the impact of these techniques, which are the constituent elements of customer persuasion on consumer behavior after purchase on the four structures of trust, commitment, satisfaction and customer loyalty. To determine the sample size of the Morgan table and to collect the required data, a questionnaire was distributed among 2,81 customers of selected travel and tourism companies in Kermanshah. SPSS software was used to analyze the data in the descriptive statistics section and to analyze the model through structural equations and Smart Pls software. The results of this study showed that the principles of commitment and stability directly affect the trust, commitment and satisfaction of customers of tourism offices and indirectly have a significant relationship with customer loyalty.