PurposeThe purpose of this paper is to highlight the significance of relationship quality factors (customer satisfaction, e‐trust, and e‐commitment) on positive word of mouth (WOM) in online retailing.Design/methodology/approachThe relative importance of site characteristics in online retailing on customer satisfaction was examined and the relationship among customer satisfaction, trust, and commitment in offline was identified. This paper then proposes a conceptual model of the relationship among site characteristics, relationship quality, and WOM in online retailing. AMOS 5.0 was used to test for the hypothesized relationships.FindingsAll of site characteristics in online retailing have a positive influence on customer satisfaction. Communication of site characteristics has a positive effect on customer satisfaction more than the other factors (shopping convenience, site design, informativeness, and security). Customer satisfaction affects positively e‐commitment more than it does e‐trust. E‐commitment affects positively WOM more than it does e‐trust. This paper identifies the causal relationship among site characteristics, relationship quality, and WOM. Further, the relative importance of customer satisfaction in relationship quality of online retailing is examined.Originality/valueResults provide important insights into the impact of site characteristics in online retailing on customer satisfaction compared to other previous researches. In addition, e‐trust and e‐commitment are identified as important antecedents of e‐WOM.

Abstract-In the face of growing worldwide interest in corporate social responsibility (CSR), this paper explores how CSR factors influence customer satisfaction and loyalty and whether the moderating effects of corporate image in the relationships between CSR and customer satisfaction and customer loyalty are or not. There may be the difference of perceptions of CSR between consumers of developing and developed countries. This study used structural equation modeling (SEM) to test the hypotheses. The findings show that CSR positively affects customer satisfaction and loyalty, and customer satisfaction positively affects customer loyalty. The importance order of CSR factors is as follows: consumer protection, philanthropic responsibility, legal responsibility, ethical responsibility, economic responsibility, and environmental contribution. The moderating effect of corporate image in the relationship between CSR and customer satisfaction is identified. Thus, managers should put CSR factors into action in the perspective of consumers, which will encourage customers to perceive the firms more favorably. The conclusion draws implications for marketing practice and future research.Index Terms-Corporate image, customer loyalty, customer satisfaction, CSR.

The purpose of this study is to examine the structural relationship among self-efficacy, social

The tourism industry is experiencing a tremendous growth with an everincreasing pressure from a variety of types of competition. The change of tourism market in Asia and the ever-increasing competitive nature of the tourism industry require tourist destinations to develop an effective marketing plan and strategy. This article identifies the relationship between destination cues of Asian countries and Korean tourist images of destinations, the differences of Korean tourist images on revisiting and recommend intention for destinations, and the differences of demographic factors on destination cues and Korean tourist images and revisiting/recommend intention for destinations.

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Abstract. The purpose of this paper investigates the effect of perceived value on customer loyalty through brand image and customer satisfaction in a lowpriced cosmetic brand, as well as to examine the moderating role of gender. The results showed that perceived value positively affects brand image and customer satisfaction. Brand image positively influences customer loyalty but does not influence customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. The moderating effects of gender between perceived value and brand image and customer satisfaction, brand image and customer satisfaction and customer loyalty are not significant at the level of 0.05. Thus, marketers should focus on perceived value to enhance customer loyalty through brand image and customer satisfaction.

There is growing interest in how Internet specialized banks that provide the Internet as a major customer channel can change the paradigm of the banking industry by securing a niche market in competition with existing banks that have a multi-channel strategy. The purpose of this study is to investigate how the choice attributes of Internet specialized banks affect attitudinal loyalty and intention of continuous use, and to identify the moderating effect of gender. A structural equation analysis was performed using 215 respondents. They have experience using Internet specialized banks in South Korea. The results of the empirical analysis are as follows. First, information, transaction, and safety of choice attributes in Internet specialized banks have a positive effect on attitudinal loyalty. Second, information, transaction, and safety of choice attributes in Internet specialized banks have a positive effect on intention of continuous use. Third, attitudinal loyalty has a positive effect on intention of continuous use. Fourth, the gender moderating effects between information, transaction, safety and attitudinal loyalty, and intention of continuous use are rejected at the significance level of 0.05. It is found that information, transaction, and safety, which are choice attributes of Internet specialized banks, are the main factors that improve attitudinal loyalty and intention of continuous use. Contrary to expectations, the gender moderating effect between the choice attributes, attitudinal loyalty, and intention of continuous use is not significant, but there is a difference in the degree of influence between men and women. Therefore, in order to improve the performances of attitudinal loyalty and intention of continuous use in Internet specialized banks, the choice attribute should be managed from users’ perspective. The management of successful choice attributes that customers want will be the foundation for Internet specialized banks’ sustainability.

COVID-19 is lasting longer than expected, which has a huge impact on the economy and on personal life. Each country has a different response method, and the damage scale is also distinct. This study aims to find out how COVID-19-related news was handled in the domestic media to seek ways to minimize the pandemic. The paper focuses on the number of news features by period and by disaster and analyzes related words based on big data. The results of the analysis are as follows. First, in the initial response phase, keywords to identify accurate sources of actual broadcast contents, fake news, social networking service (SNS), etc. were also ranked in the top 20. Second, in the active response phase, when the number of confirmed persons and the government’s countermeasures were announced, more than 100 COVID-19-related articles were issued, and the related words increased rapidly from the initial response stage. Therefore, the fact that COVID-19 has been expressed as a keyword indicates that our society is watching with great interest in the government’s response to the disease.