본 연구의 목적은 기업의 물류서비스 실패에 대한 회복노력이 고객의 서비스 회복에 대한 만족에 어떠한 영향을 미치는지를 분석하고, 이 관계에서 직원권한의 조절효과를 분석하여 물류서비스기업의 서비스 회복전략을 제시하기 위한 것이다. 이러한 연구목적을 달성하기 위하여 문헌연구와 실증연구를 병행하였다. 문헌연구를 통해 연구모형과 가설을 설정하였다. 연구가설검정을 위해 서울과 경기 그리고 부산지역의 물류기업 직원들을 대상으로 설문조사를 실시하였다. 수집된 자료를 SPSSWIN ver. 18.0 프로그램을 이용하여 회귀분석과 조절회귀분석을 실시하였다. 본 연구의 분석결과 물류서비스 실패가 발생했을 때 문제해결에 대한 고객의 만족을 위해 문제해결과정과 처리결과가 공정해야 하며, 물류서비스기업의 회복노력이 고객만족에 미치는 영향이 물류서비스기업 직원의 권한에 따라 달라질 수 있다는 분석결과가 도출되었다.
This study tries to investigate a strategy on the service recovery of logistics company, analyzing the effect of logistics service failure on satisfaction of customer service recovery and the moderating effect of employee empowerment. Literature survey for building a research modeling and empirical study for achieving the purpose of this research are used. Questionnaire survey on the logistics firm was conducted and hypothesis testing was based on the Moderated Multiple Regression and Multiple regression by SPSSWIN 18.0 package. As result of empirical analysis of the logistics industry, it proved that the fairness of problem solving process and results are important in logistics service failure. Moreover, it represented that employee empowerment is in effect of different level of customer’s satisfaction
This study tries to investigate a strategy on the service recovery of logistics company, analyzing the effect of logistics service failure on satisfaction of customer service recovery and the moderating effect of employee empowerment. Literature survey for building a research modeling and empirical study for achieving the purpose of this research are used. Questionnaire survey on the logistics firm was conducted and hypothesis testing was based on the Moderated Multiple Regression and Multiple regression by SPSSWIN 18.0 package. As result of empirical analysis of the logistics industry, it proved that the fairness of problem solving process and results are important in logistics service failure. Moreover, it represented that employee empowerment is in effect of different level of customer’s satisfaction
