복합운송주선인의 서비스 실패요인들이 서비스 회복노력 선택에 미치는 영향 분석

Abstract

This study is to investigate the strategy on forming a long term relationship between logistics service provider and demander including maintaining strategy of it. For these purposes, the impact of logistics companies service failure factors on service recovery are analysed. This study examined effectiveness of service recovery in a setting of freight forwarder. Based on prior research on service recovery strategies as well as fairness theory, two aspects of recovery strategies were determined as major recovery strategies(psychological and tangible aspect) in a pilot study. A sample of 175 respondents participated in this study. After being briefed about the purpose of the study, the respondents were asked to fill out the survey questionnaire on the effectiveness of the recovery strategies. Reliability for measuring procedure yields the same result on repeated trials and validity for identifying the accuracy of the accrual measuring instrument are also used. Suggested hypothesis are verified through multiple regression method and the testing results are shown as follows; First, human, regulation and essential factor have a positive effect to the service recovery of psychological aspect against the service failure of logistics service providing company. Second, human, essential and environmental factor have a positive effect to the service recovery of tangible aspect against the service failure of logistics service providing company.