The study looked at how customers' involvement in travel agencies affects their satisfaction and behavior. They found that when customers actively participate in activities like preparing for their trip and sharing information, they are more likely to recommend the agency to others, give feedback, and help out. Customer satisfaction plays a big role in this relationship, fully influencing recommendations and partially affecting feedback and helping behaviors. In simpler terms, when customers are more involved in their travel experience, they are happier and more likely to spread the word and engage positively with the agency.