/jurnalpengurusan Fri, 12 Dec 2025 03:02:03 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.1 /jurnalpengurusan/article/firm-innovativeness-and-the-mediating-role-of-online-co-creation-and-tourist-satisfaction-a-pathway-to-ewom/?utm_source=rss&utm_medium=rss&utm_campaign=firm-innovativeness-and-the-mediating-role-of-online-co-creation-and-tourist-satisfaction-a-pathway-to-ewom Wed, 10 Dec 2025 08:42:36 +0000 /jurnalpengurusan/?post_type=article&p=7956 Digitalization fuels firm innovativeness, meeting tourist expectations through online co-creation. This study investigates the impact of online co-creation on tourist satisfaction and electronic word-of-mouth (eWOM) within the travel agency sector. Additionally, the study examined the mediating roles of tourist participation in online co-creation between firm innovativeness and satisfaction. The mediating role of satisfaction between tourist participation behavior and eWOM was also examined. Data were collected from 316 domestic tourists of Pakistan. This study found a positive link between firm innovativeness and tourist participation in online co-creation, resulting in tourist satisfaction. Furthermore, tourist satisfaction with the online co-creation process positively influenced eWOM about travel agencies. The mediating role of tourist participation in online co-creation with firm innovativeness and tourist satisfaction is confirmed. The mediating role of tourist satisfaction in the relationship between tourist participation in online co-creation and eWOM is also established. This study offered originality by testing and confirming the determinants and outcomes of online co-creation within a single framework. Specifically, it identified firm innovativeness as a firm-related determinant for online co-creation and eWOM as an outcome for firms, achieved when tourists are satisfied with their online co-creation experience.

]]> /jurnalpengurusan/article/assessing-the-effect-of-loyalty-program-benefits-in-satisfaction-loyalty-relationship-evidence-from-malaysia/?utm_source=rss&utm_medium=rss&utm_campaign=assessing-the-effect-of-loyalty-program-benefits-in-satisfaction-loyalty-relationship-evidence-from-malaysia Wed, 12 Oct 2022 01:50:46 +0000 /jurnalpengurusan/?post_type=article&p=5726 This study aimed at examining the relationship among program benefits (utilitarian/monetary, hedonic, and symbolic), program satisfaction, and loyalty (program loyalty and store loyalty) in the retail context in Malaysia. A total of 300 questionnaires were collected via convenience sampling from program members of hypermarkets and superstores in Malaysia. A structural equation model that assessed the relationship between the proposed variables was tested using AMOS 20. The findings revealed that of the three program benefits, utilitarian benefits and symbolic benefits were statistically significant in influencing program satisfaction. In terms of loyalty, both hedonic and symbolic benefits were related to program loyalty and only hedonic benefit was positively related to store loyalty.

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