Journal of Korea Port Economic Association (한국항만경제학회지)

The Korea Port Economic Association (한국항만경제학회)
권호 표지

A Study on the Effects of the Interdependent Partnership between Liner Shipping Companies and Port-related Service Firms on the Service Quality and Transaction Performance

해운선사와 항만 관련 서비스업체 간의 파트너십이 서비스 품질 및 거래성과에 미치는 영향

  • Received : 2013.07.29
  • Accepted : 2013.09.27
  • Published : 2013.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to examine the effects of the interdependent partnership between liner shipping companies and port-related service firms on the service quality and transaction performance. The empirical analysis found that sharing information and mutual trust of partnership factor positively affected service quality of the port-related service firms, but the communication had negative effects on it. The interdependence had the interaction effect between the partnership and the service quality. Also, the service quality affected satisfaction of transaction and re-purchasing of the shipping companies. This study shows that the partnership to be formed mutual dependent relationship between shipping companies and the port-related firms improve the service quality of shipping service network and enhance transactional satisfaction of both parties.

본 연구는 선사와 항만관련서비스업체간의 파트너십이 항만관련서비스 기업의 서비스 품질과 해운기업의 거래만족 및 재구매의도에 미치는 영향을 실증분석하였으며, 파트너십과 서비스 품질에 대한 상호의존성의 조절효과를 검증하였다. 해운선사와 항만관련서비스업체 사이의 파트너십 결정요인으로 커뮤니케이션, 정보공유, 상호신뢰 3개 요인을 설정하였으며, 항만관련사업체의 서비스품질은 정시성, 전문성, 서비스 가치의 3개 요인으로 확인되었다. 가설검증 결과, 파트너십의 상호신뢰와 정보공유는 서비스품질에 정(+)의 영향을 미치고, 커뮤니케이션은 부(-)의 영향을 미치고 있는 것으로 나타났다. 파트너십과 서비스품질 사이에 커뮤니케이션${\times}$상호의존성의 상호작용효과가 있는 것으로 나타났다. 그리고 항만관련서비스 업체의 서비스품질은 해운선사와의 거래만족과 재구매의도에 정(+)의 영향을 미치며, 거래만족이 재구매 의도에 영향을 미치는 것으로 나타났다. 항만관련서비스업체의 서비스 품질은 그 창출과정에서 선사와 항만관련 서비스업체간의 긴밀한 상호작용과 협력적 관계에 의해서 그 질적 수준이 결정되므로, 항만관련서비스업체는 해운선사와의 상호이해에 바탕을 둔 활발한 커뮤니케이션과 이에 따른 정보공유 그리고 상호신뢰 관계의 협력적 파트너십을 형성하여야 할 것이다. 이러한 파트너십 구축을 통한 서비스 품질향상을 위한 노력으로 해운선사와 항만관련서비스업체 쌍방이 의존적인 관계에서 상호 win-win할 수 있는 시너지 효과를 창출해 나갈 수 있을 것이다.

Keywords

References

  1. 가회광, "파트너십 요인이 SCM 성과에 미치는 영향- 국내 중소기업 중심으로", 중앙대학교 석사학위논문, 2004.
  2. 권영철.이종학, "물류서비스업체에 대한 수출화주기업의 파트너십 결정요인에 관한 연구", 로지스틱스연구 제10권, 제1호, 한국로지스틱스학회, pp.97-115, 2002.
  3. 김가영 ,"해운 서비스품질이 화주와의 관계의 품질과 재이용의도에 미치는 영향", 중앙대학교 석사학위논문, 2011.
  4. 김범진, "호텔과 여행사의 관계특성이 파트너십 성과에 미치는 영향", 세종대학교 대학원 박사학위논문, 2005.
  5. 김선준, "물류 서비스 품질이 인터넷 쇼핑몰의 성과에 미치는 영향," 한국정보전략학회지, 제7권, 제2호, pp.137-164, 2004.
  6. 김신혜, "팀환경 및 팀특성이 팀적응수행에 미치는 영향: 팀임파워먼트의 매개효과와 팀과업상호의존성의 조절효과", 광운대학교 박사학위논문, 2007.
  7. 김영모, "해운마케팅에서의 서비스품질 지각에 관한 연구", 한국해양대학교 박사학위논문, 1995.
  8. 김태우, "물류파트너십 결정에 따른 성과에 관한 실증연구 - 화주기업과 제3자 물류기업을 중심으로", 해운물류연구, 제48권, pp.47-71, 2006.
  9. 박연우, "제3자 물류업체의 경쟁력 제고방안에 관한 연구", 중앙대학교 석사학위논문, 2003.
  10. 서우진, "공급자 관점에서 본 외식산업에서의 구매자-공급자간 관계만족", 경희대학교 석사학위논문, 2009.
  11. 서창적.추동화.김영택, "물류파트너십 관계요인이 성과에 미치는 영향에 관한 연구", 대한경영학회지, 제20권, 제2호, pp.771-789, 2007.
  12. 안운석, "물류서비스 품질, 고객만족, 관계품질 및 재구매 의도에 관한 연구", 품질경영학회지, 제32권, 제4호, 2004, pp.30-47.
  13. 여경철, "전략적 제휴의 사업성과 결정요인에 관한 연구 : 조직간 갈등과 상호작용을 중심으로", 중앙대학교 박사학위논문, 2002.
  14. 이병주, "SCM을 위한 공급사슬 파트너십에 관한 연구 : 의류업체와 완제품아웃소싱 공급업체를 중심으로", 이화여자대학교 박사학위논문, 2007.
  15. 이상평, "해운기업의 내부마케팅이 고객지향성, 서비스품질, 고객만족에 미치는 영향에 관한 연구", 한국해양대학교 박사학위논문, 2010.
  16. 이유재, "고객만족의 결과변수에 대한 이론적 연구", 서울대 경영논집, 제33권, pp.132-133, 2001.
  17. 이차우, "공급자와 소매업자간 장기적 관계형성 영향요인에 관한 연구", 동아대학교 박사학위논문, 2000.
  18. 이창호 "선박관리기업 경쟁력 결정요인과 파트너십이 경영성과에 미치는 영향에 관한 연구", 한국해양대학교 박사학위논문, 2010.
  19. 장활식.이정영, "한국기업의 SCM 구축에 대한 탐색적 연구", 한국정보시스템학회 추계학술발표논문집, 2000, pp.309-313.
  20. 정형식.김영심, "조직의 저항에 따른 관계 마케팅이 아웃소싱전략에 미치는 영향", 한국유통학회 추계학술대회 발표논문집, 2003, pp.295-322.
  21. 최성열, "SCM 파트너간 정보교환 영향요인에 관한 연구", 충남대학교 박사학위논문, 2002.
  22. Anderson, E. and Weitz, B., "Determinants of continuity in conventional industrial channel dyads," Marketing Science , Vol.8, Fall, 1989, pp.310-323. https://doi.org/10.1287/mksc.8.4.310
  23. Anderson, J. C. & Narus, J. A., "A Model of Distribution firm andNanufacturer Firm Working Partnership," Journal of Marketing, Vol.54, 1990, pp.42-48.
  24. Anderson, J. C. & Narus, J. A., "A Model of the Distributor's Perspective of Distributor-Manufacturer Working Relationships," Journal of Marketing, Vol.48, 1984, pp.62-74.
  25. Anderson, J. C. & Narus, J. A., "Partnering as a Focused Market Strategy," California Management Review, Spring, 1991, pp.95-113.
  26. Baguchi, Prabir K. and Helge Virum, "Logistics Alliance : Trends and Prospects In Integrated Europe," Journal of Business Logistics, Vol.19, No.1, 1998, pp.191-213.
  27. Bensaou, B. M. and Venkatraman, N., "Configurations of Inter-organizational relationships : A comparison between U.S. and Japanese auto-makers," Management Science , Vol.41, No.9, 1995, pp.1471-1492. https://doi.org/10.1287/mnsc.41.9.1471
  28. Bensaou, B. M., "Inter-organizational cooperation and the use IT : An empirical comparison of U.S. and Japanese supplier relations," Information Systems Research, Vol.8, No.2, 1997, pp.107-124. https://doi.org/10.1287/isre.8.2.107
  29. Berg, S. V., Friedman, P., "Corporate courtship and successful joint ventures," California Management Review, Vol.22, No.2, 1980. pp.85-91. https://doi.org/10.2307/41164880
  30. Bitner, M. J., "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses," Journal of Marketing, Vol.54, April, 1990, pp.69-82. https://doi.org/10.2307/1251871
  31. Bowersox D. J., Calabro P. J., and . Wagenheim G. D, Introduction to Transportation, New York: Macmillan Publishing Co. Inc., 1981.
  32. Brown D. G., "Freight Sendee Quality and Carrier Economics," Transportation Research Forum, 1990, pp.217.
  33. Carsson M., The Quality of Shipping Service, University of Reading, 1986.
  34. Chopra, S. and Meindl, P., Supply chain management : Strategy, planning and operation, New Jersey : Prentice Hal, 2004.
  35. Chung, Y. S., "An empirical study of success factors influencing the implementation of information systems outsourcing," Ph. D. Dissertation, University of nebraska. 1996.
  36. Collison, F. M., "Market Segments for Marine Liner Service," Transportation Journal, Vol. 24, No. 2, 1984, pp.40-54.
  37. Cook, Karen S., "Exchange and Power in Networks of Inter organizational Relations," The Sociological Quarterly, Vol.18, Winter, 1977, pp.62-82. https://doi.org/10.1111/j.1533-8525.1977.tb02162.x
  38. Cronin J. J. & Taylor S. A., "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, 1991, pp. 55-68.
  39. Cummings. T., "Trans-organizational Development," Research in Organizational Behavior, Vol.6, 1984, pp.367-422.
  40. Dodds, W. B., Monroe K. B. and Grewal, D., "Effect of price, brand and store information on subjective product evaluations," Advances in Consumer Research, Vol.12, 1991, pp.85-90.
  41. Dwyer, F. R., Schurr, P. H. and Oh, S., "Developing buyer-seller relationships," Journal of Marketing, Vol.51, 1987, pp.11-27. https://doi.org/10.2307/1251126
  42. Ellram, L. M., "Partnering pitfalls and success factors," International Journal of Purchasing and Materials Management, Vol.31, No.2, 1995, pp.36-4.
  43. Fichman, M. and Levinthal, D., "Honeymoon and the liability of dolescence," Academy of Management Review, Vol.16, 1991, pp.442-468.
  44. Frazier, G. L., Spekman, R. E. and O'Neal, C. R., "Just in time exchange relationships in industrial markets," Journal of Marketing, Vol.48, 1988, pp.43-55.
  45. Ganesan, S., "Determinants of long-term orientation in buyer-seller relationships," Journal of Marketing, Vol.58, No.2, 1994, pp.1-19.
  46. Ganesan S. and Hess R., "Dimensions and levels of trust : Implications for commitment to a relationships," Marketing Letters, Vol.8, No.4, 1997, pp.439-448. https://doi.org/10.1023/A:1007955514781
  47. Gilmour Peter, "Customer Service: Differentiation by Market Segment," International Journal of Physical Distribution and Materials Management, Vol.12, No.3, 1982, pp.37-44. https://doi.org/10.1108/eb014532
  48. Gully, S. M., Devine, D. J., & Whitney, D. J.. "A meta analysis of cohesion and performance: Effects of level of analysis and task interdependence," Small Group Research, Vol.26, No.4, 1995, 497-520. https://doi.org/10.1177/1046496495264003
  49. Henderson, J. C., "Plugging into Strategic 파트너십nership: The critical IS connection," Sloan Management Review, Vol.31, No.3, 1990, pp.7-18.
  50. Jarvenpaa, S. L. and Staples, D. S., "The use of collaborative electronic media for information sharing: an exploratory study of determinants," Journal of Strategic Information Systems, Vol.9, 2000, pp.129-154. https://doi.org/10.1016/S0963-8687(00)00042-1
  51. Kanter, R. M., "Collaborative Advantage: The Art of Alliances," Harvard Business Review, July-August, 1994, pp.96-108
  52. La Londe, B. J. and Cooper, M. C., "Partnerships in Providing Customer Service, A Third Party Perspective.," Oak Brook, IL: Council of Logistics Management, 1989, pp.88-99..
  53. Lambert, D. M., Emmelhainz, M. A., & Gardner, J. T., "Building successful logistics partnerships," Journal of Business Logistics, Vol.20, No.1, 1999, pp.165-181.
  54. Larson, Andrea, "Network Dyads in Entrepreneurial Settings: A Study of the Governance of Exchange Relationships," Administrative Science Quarterly, Vol.37, 1992, pp.76-104. https://doi.org/10.2307/2393534
  55. Lasher, D. R., Ives, B. and Javenpaa, S. L., "USAA - IBM partnerships in information technology : Managing the image project," MIS Quarterly, Summer, Vol.15, No.4, 1991, pp.551-565. https://doi.org/10.2307/249458
  56. Leahy, S. E, Murphy P. R., Poist R. F., "Determaination of Successful Logistics Relationships: A Third-Party Provider," Transportation Journal, Winter, 1995, pp.6-20.
  57. Lee, H. G. and Kim, K. Y., "Merging EDI with BPR : An emperical Study for the Effect of Supply Chain Management," Yonsei University Working paper, 1997, pp.1-18.
  58. Lewis, J. D., & Weigert, A., "Trust as a social reality," Social Forces, Vol.63, 1985, pp.967-985.
  59. Lorange, Peter & Roos, Johan, Bronn, Peggy Simcic, "Building Successful Strategic Alliances," Long Range Planning, Vol.25, No.6, 1992, pp.10-17.
  60. Macneil, I. R., "Economic analysis of contractual relations: Its shortfalls and the need for "rich classificatory apparatus"," Northwestern University Law Review, Vol.75, No.6, 1981, pp.1017-1063.
  61. Madhok, A., "Revisiting multinational firms'' tolerance for joint ventures: A trust-based approach," Journal of International Business Studies, Vol.26, 1995, pp.117-137. https://doi.org/10.1057/palgrave.jibs.8490168
  62. Medina-Munoz, D., Juan, M. G. & Rita, D. M., "Building The Valuable Connection : Hotel and Travel Agents," The Cornell Hotel and Restaurant Administration Quarterly, Vol.43, No.3, 2002, pp.46-52.
  63. Moberg, C., R. Culter, B. D. Gross, A. and Speh, T. A. "Identifying Antecedents of Information Exchange within Supply Chains," International Journal of Physical Distribution and Logistics Management, Vol.32, No.9, 2002, pp.755-770. https://doi.org/10.1108/09600030210452431
  64. Mohr, J. and Spekman, R., "Characteristics of partnership success : Partnership attributes Communication Behavior and Conflict Resolution Techniques Strategic," Management Journal, Vol.15, 1994, pp.135-152.
  65. Mohr, J. J. and Navin, J. R., "Communication strategies in marketing channel : A theoretical perspective," Journal of Marketing, Vol.54, 1990, pp.36-51. https://doi.org/10.2307/1251758
  66. Moorman, C., Zaltman, G. and Deshpande, R., "Factors affecting trust in market research relationships," Journal of Marketing, Vol.57, No.1, 1993, pp.81-101. https://doi.org/10.2307/1252059
  67. Morgan, R. M. and Hunt, S. D., "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, Vol.58, 1994, pp.20-38.
  68. Nelson, K and Cooprider, J. "The Contribution of Shared Knowledge to IS Group Performance,"" MIS Quarterly. Vol 20, No. 4, 1994, pp.409-429.
  69. Oh, H., "Service quality, customer satisfaction, and customer value : A holistic perspective," Hospitality Management, Vol.18, 1999, pp.67-82. https://doi.org/10.1016/S0278-4319(98)00047-4
  70. Oliver, R. A., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research, Vol.17, 1980, pp.460-469. https://doi.org/10.2307/3150499
  71. Parasuraman, A., Zeithaml, V. A., & Berry, L. L., "SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of service Quality," Journal of Retailing, Vol.64, No.1, Spring, 1988, pp.12-40.
  72. Pearson R., Containerize Performance and Service Quality, University of Liverpool: Marine Transport Center, 1980.
  73. Petersen, K., "The effect of information quality on supply chain performance: an inter-organizational information system perspective," Unpublished dissertation, Michigan State University, MI.,1999.
  74. Pfeffer, J. & Salanick G. R., The External Control of Organizations : A Resource Dependence Perspective, Harper and Row, NY, 1978.
  75. Pruitt, D., "Negotiation behavior, academic press, New York relationship : A preliminary conceptualization," Industrial Marketing and Purchasing, Vol.1, No.3, 1981, pp.44-58.
  76. Reidenbach, R. E. and Sandifer-Smallwood, B., "Exploring Perceptions of Hospital Operationsby a Modified SERVQUAL Approach," Journal of Health Care Marketing, Vol.10, December, 1990, pp.47-55.
  77. Rogers, Everett M. and D. L. Kincaid., Communication Networks, New York: Free Press, 1981.
  78. Sarkar, M. B., Butler, B. and Steinfield, C., "Intermediaries and cybermediaries: a continuing role for mediating players in the electronic marketplace," Journal of Computer-mediated Communication, Vol.1, No.3, 1995, Online at http://www.ascusc.org
  79. Slack, T., Understanding sport organizations: The application of organization theory, Champaign, IL: Human Kinetics, 1997.
  80. Sterling Jay U. & Lambert Douglas M., "Customer Service Research: Past, Present and Future," International Journal of Physical Distribution and Materials Management, Vol.19, No.2, 1989, pp.3-23.
  81. Stuart, F. I., & McChtchcon, D. M., "The Manager's Guide to Supply Chain anagement," Sloan Management Reivew, Vol.43, No.2, 2000, pp.89-113.
  82. Tebay, M.., "Mercer Management Consulting Transportation," in Sandra Worthington, A Much Maligned Industry, Intermodal Asia, October, 1993, pp.7-13.
  83. Tummala V. M. Rao, Phillips, C. L. M. and Johnson, M., "Assessing Supply Chain Management Success Factors: A Case Study," Supply Chain Management, Vol. 11, No. 2, 2006, pp.179-192. https://doi.org/10.1108/13598540610652573
  84. Wageman, R.. "Interdependence and Group Effectiveness," Administrative Science Quarterly, Vol.40, No.1, 1995, 145-180. https://doi.org/10.2307/2393703
  85. Williamson, O., The Economic Institution of Capitalism, New York, The Free Press., 1985.
  86. Woodside, A. G., Frey, L. L. and Daly, R. T., "Linking Service Quality, Customer Satisfaction, and Behavioral Intention," Journal of Health Care Marketing, Vol.9, December, 1989, pp.5-17.