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물류서비스품질과 서비스가치가 파트너십과 물류성과에 미치는 영향에 관한 실증연구

The Impact of Logistics Service Quality and Service Value on Partnership and Logistics Performance in the Third-Party Logistics

소순후|박이숙|박정민
한국상업경영학회 (The Korean Academy of Business Management)|2009.11|상업경영연구 (Korean Journal of Business & Management)|제23권 제4호|pp. 439-466

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파트너십PartnershipService Value물류서비스품질Logistics Service Quality서비스가치Third-Party Logistics(3PL)제3자물류(3PL)물류성과Logistics Performance
주제분류경영학

초록

최근에 국내 기업들이 물류의 중요성을 인식하면서 물류아웃소싱을 자사의 경쟁 우위를 위한 전략적 도구로 활용하고 있다. 물류아웃소싱은 기업이 사내에서 직접 수행하던 물류기능 전체 혹은 일부분을 외부의 물류전문기업, 즉 제3자 물류기업(third-party logistics: 3PL)에 위탁운영하는 것이다. 이처럼 물류업무를 아웃소싱하는 기업이 늘어나면서 물류서비스의 품질관리가 3PL기업과 화주기업의 공급사슬 관계의 성공요인으로 작용하고 있다. 따라서 본 연구의 목적은 3PL기업이 제공하는 물류서비스에 대해 화주기업이 지각하는 서비스품질수준과 이러한 물류서비스품질에 대한 지각된 서비스가치가 파트너십관계에 어떠한 영향을 미치고, 궁극적으로는 기업의 물류성과로 연결되는지를 규명하는데 있다. 이러한 연구 목적을 달성하기 위해 3PL 서비스를 이용하는 기업을 대상으로 실증분석을 수행한 결과, 물류서비스품질이 서비스가치에는 직접적인 영향을 미치지만 파트너십관계에는 서비스가치를 통해 간접적으로 영향을 미치는 것으로 나타났다. 이러한 결과는 물류서비스품질과 파트너십의 관계에서 서비스가치가 중요한 매개 역할을 한다는 것을 의미한다. 그리고 서비스가치가 파트너십과 물류성과에 미치는 영향과 파트너십이 물류성과에 미치는 영향은 모두 유의한 것으로 나타났다. 이는 물류서비스 가치에 대한 인식이 3PL기업과 화주기업의 파트너십과 물류성과에 중요한 요인임을 시사하는 결과이다. 이러한 연구 결과를 바탕으로 이론적․실무적 함의를 논의하고, 향후 연구방향을 제시하였다.

Abstract

With the recognition of the importance of logistics, many korean companies are now adopting logistics outsourcing as a strategic tool for achieving competitive advantages. Logistics outsourcing means that an organization uses a third-party logistics(3PL) service provider to carry out all or part of the logistics functions which is originally performed in-house. With more and more companies outsourcing their logistics operations, the quality management of logistics service has become crucial to the success of the relationship between shippers and 3PL service providers in a supply chain Therefore, the purpose of this study is to identify the influences of the logistics service quality and service value on partnership relationship and logistics performance in the 3PL context. To examine the research model and hypotheses, we have conducted an empirical study based on the field survey for the firms using 3PL. The results of our empirical study can be summarized as follows: Firstly, it can be shown that logistics service quality has a positive effect on perceived service value, but no significant effect on partnership. This finding thus suggests that service value plays an important mediating role in the relation between logistics service quality and partnership. Secondly, it can be shown that service value affects partnership and logistics performance positively, and partnership has a positive effect on logistics performance. This implies that service value can directly or, indirectly through partnership, enhance logistics performance. This paper presents much implications both theoretical and practical side. In conclusion, the limitation of this study and future research areas are proposed.

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