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The Internet can provide benefits obtained from changing the structure of a business, such as emphasizing the importance of different types of personnel. In addition, the Internet alters the process for business activity, both within and outside the organization. Using structural equation modeling, I empirically test a number of hypothesized relationship based on a sample of 126 Internet Community users. The results are as follows: loyalty is significantly influenced by trust and relationship, repeat purchase is significantly influenced by e‐loyalty. In addition, word of mouth is significantly influenced by e‐loyalty.

Social Enterprise (SE) has a vital role to play in helping meet some main commitments for Korea‐growing economy; supporting stronger communities; closing opportunity gap‐together with the developing a vibrant third sector. The Strategy and action plan is intend to grow and develop us of social enterprise business model in Korea. The sustainable strategy and action plan will be useful for Korea’s Social enterprise. This paper will suggest that from the sustainable strategy to action plan of social enterprise in Korea.

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

This paper seeks to explore satisfactory and dissatisfactory service encounters in higher education.

The data are collected through the well established critical incident technique (CIT) method. All the satisfied and dissatisfied critical incidents are then grouped on the basis of Bitner et al.'s classification under three headings, i.e. service delivery system (group I), (un)fulfilled needs and requests (group II) and polite behaviour/unprompted and unsolicited actions (group III). A total of 20 students took part in the study on a voluntary basis and reported 210 incidents. On average, every student provided ten to 12 incidents.

The study results identified both satisfied and dissatisfied service encounters in the three identified groups. A majority of the satisfied (62.5 per cent) and dissatisfied (74.5 per cent) critical incidents were related to service delivery system. However the remaining two groups, i.e. (un)fulfilled needs and requests and polite behaviour/unprompted and unsolicited actions, showed a smaller percentage of satisfied and dissatisfied incidents in higher education.

Owing to the exploratory nature of the study and the scope and size of the study sample, the results outlined are tentative in nature. The research study also only investigates the experiences of one stakeholder group (students).

Although universities periodically organise various training programmes and workshops for updating the knowledge of the teachers, these programmes are yet to be made more effective. Hence in this regard it is suggested to design an effective policy for monitoring the usefulness of such programmes.

This study makes a first attempt to pursue CIT across significant service dimensions of higher education that encompass teaching, examination, library, computer lab, administration and infrastructure encompassing both satisfied and dissatisfied incidents which till today has not been considered in the literature.

This paper aims to explore consumer attitude towards service failure and recovery in the higher education in general and with respect to teaching, examination, library, computer lab, administration and infrastructure in particular.

The data are collected from 120 students of three undergraduate colleges of University of Jammu using purposive sampling.

The findings reveal that all recovery efforts pertaining to teaching, examination, library, computer lab, administration and infrastructure are significant in overcoming the respective service failures.

The present study is limited to address service failure and service recovery relationship with respect to teaching, examination, library, computer lab, administration and infrastructure and limited to three undergraduate colleges operating in Jammu city only. The sample of the study is small which needs to be considered before generalizing the results.

This study makes a maiden attempt to identify service failure issues with respect to teaching, examination, library, computer lab, administration and infrastructure using quantitative methodology in higher education and role of service recovery strategies in monitoring and reducing service failure.