본 연구는 해운서비스 거래기업간의 관계를 대상으로 관계마케팅 기법을 적용함으로써 보다 동태적인 시장메카니즘을 분석하고자 수행되었다. 해운기업은 영업업무가 큰 비중을 차지하는 기업으로서 해운기업과 하주의 관계구조를 분석함에 있어서 고객의 접점에 있는 영업사원의 관계특성을 기업차원의 관계특성과 함께 고려해야할 필요가 있다. 따라서 본 연구는 해운서비스 공급기업에 초점을 맞추어 하주들과 장기협력관계를 구축하는 데 영향을 미치는 관계의 질을 중심으로 그 선행요인인 관계특성과 성과요인인 장기협력관계를 실증분석함으로써 해운기업이 하주와 장기협력관계를 구축하는 데 유용한 정보를 제공하고자 하였다.

The purpose of this research is to introduce the concept of "relationship formation factors" in inter-firm relations and to empirically demonstrate that they are effective in improving the relationship results by means of an mediating variable. Therefore, the basic model of this study consists of the independent, mediating, and dependent variables. First, the independent variables, that is, the relationship formation factors, are further classified into three components. transactional, relational, and environmental characteristics. Then, the study empirically examines how each of the three components influences the dependent variable. that is, the business performance(Load Factor), by way of the mediating variables, that is, trust and relationship commitment.

Shipping industry continues to face dramatic changes in its environment ranging from development in containerization, computerization and telecommunications to the emergence of global marketplace. Perhaps the most significant trend - representing both a threat and opportunity - is the increasingly competitive nature of shipping service market. In order for the shipping companies to cope with those improvements and challenges, they should analyze and clarify customer's DM(decision making) process for the purchase of container shipping service. The major research findings from the study were found as follows; 1) The degree of shipper's involvement in purchasing shipping services was found to be a discriminating variable affecting the information sources consisting of personal and non-personal information sources. 2) The positive relationship was found between the experiences on shipping services and non-personal information sources. 3) It was observed that as people had more experience searching for information, the more in depth their searches became. 4) There existed a positive relationship between knowledges on shipping services and information search. 5) According to the SEM analysis, the shipper's information search on shipping services was also found to have a great influence on the shipper's purchasing behavior. The shipper's search was resulted in positive customer satisfaction.

The importance of service quality in any service industry cannot be disputed. Shippers have increased expectations concerning the quality of shipping service they receive and carriers are struggling to meet these expectations. This struggle between shipper and carriers would suggest that there is room to improve much more understandings of how shipper define shipping service quality in the carriers' perspectives. This is an empirical investigation and study on the measurement of customer response and service quality as perceived by customer in the international transportation logistics system. The purpose of this study is to clarify factors of shipping service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combined research tools that include both empirical study and documentary research. Data was gathered from 132 freight forwarder by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation model(SERVQUAL, SERVPERF, and EP) and Gap model.

The purpose of this study was to explore the nature of the relationship between several factors representing shipping service quality enumerated in the service marketing literature and the adaptability to the marketing strategy of container shipping company. An empirical study was carried out to examine not only the determinants of shipping service quality but also its implications to the marketing strategy. The data investigation the determinants of shipping service quality were collected from 35 UK container shipping companies. Factor analysis was carried out to analyze the data.