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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.

The research aims to profoundly investigate the correlation between uncertainty-fear against COVID-19, corporate social responsibility (CSR) and labor practices issues based on ISO 26000.

Partial least squares structural equation modeling (PLS-SEM) was adopted for data analysis and hypotheses testing on a sample of 304 managers and employees in the Egyptian small and medium enterprises (SMEs).

Preliminary results indicate that the uncertainty-fear against COVID-19 positively affects CSR practices in SMEs. CSR positively impacts labor practices dimensions. However, CSR has an insignificant effect on the social protection and work condition dimension. Also, CSR has a significant mediating role in the association between uncertainty-fear toward the pandemic and labor practices. But, this relation is insignificant regarding social protection and work condition dimension.

Managers could develop a consistent strategy for applying CSR practices, providing clear information and focusing on their procedures to protect their workforce during COVID-19. Governments should impose policies to guarantee that all employees have the same opportunities and not discriminate directly or indirectly in any labor practice.

Based on both the “stakeholder” and “social-cognitive” theories, this study shed light on the optimistic side of the COVID-19 pandemic, as it also brings the concepts of social responsibility, sustainability and green practices back into the light, which helps in solving labor issues.

This research aims to profoundly investigate the post-COVID-19's opportunities for customer-centric green supply chain management (GSCM) and perceived customer resilience by studying the correlation between fear-uncertainty of COVID-19, customer-centric GSCM, and the perceived customers' resilience. Moreover, to examine how the perceived corporate social responsibility (CSR) activities moderates the relationship among the variables.

In this study partial least squares structural equation modeling (PLS-SEM) was adopted on a sample of 298 managers and customers in the Egyptian small and medium enterprises (SMEs) market for data analysis and hypotheses testing.

Preliminary results indicate that the fear-uncertainty of COVID-19 positively affects customer-centric GSCM. Also, external CSR moderates the association between fear-uncertainty towards COVID-19 and customer-centric GSCM. However, internal CSR does not moderate this relationship. Customer-centric GSCM has a significant positive impact on the perceived environmental and social resilience. However, it has an insignificant effect on the perceived financial resilience. Also, customer-centric GSCM has a significant mediation outcome on the relation between fear-uncertainty of COVID-19 and the perceived environmental and social resilience. However, this relation is insignificant regarding the perceived financial resilience.

Managers could develop a consistent strategy for applying CSR practices, providing clear information and focusing on their procedures to meet their customer needs during COVID-19. Governments and managers should develop a consistent strategy to apply customer-oriented green practices to achieve customers' resilience, especially during the pandemic.

Based on the “social-cognitive,” “stakeholder” and “consumer culture” theories, this study shed light on the optimistic side of the COVID-19 pandemic, as it also brings the concepts of social responsibility, resilience and green practices back into the light, which helps in solving customers' issues and help to achieve their resilience.