Services have continuously been growing and over the last years have become an increasingly important part of the worldwide economy (Kanso and Kitchen, 2004; Margetts, 2012). More importantly, with rapid developments of interactive marketing communications service quality, customer satisfaction and customer loyalty are increasing becoming the determinants of business success factors in the service sector (Parasuraman and Grewal, 2000; Caruana, 2002, Aksoy et al 2012). Particularly, when the production of service delivery is associated with communication, customer relationship and people intensiveness, customer evaluations of the service quality become even more critical when crossing boundaries (Kanso and Kitchen, 2004). In recent years, multi-channel customer contacts such as self-service web chat, phone, and email points of customer interaction modes are in focus (e.g., Cooper et al 2009; Robertson, 2012) to enhance customer service experience and satisfaction. Although marketing academics and practitioners agree that identifying suitable communication channels is vital for company’s long term success, there is an on-going debate in the literature whether this integrated multi-channel communication platform is right for the customers and is effective for service quality, customer service satisfaction and loyalty in this turbulent and ever changing global environment. Realistically, not all customers have the same level of technological skills or prefer using the same communication vehicle. As marketers remain concerned whether to standardise customer communication channels or not, a need arises to understand customer choices of their preferred communication interaction and type of communication contact. Therefore, there is a need to pay a greater attention to the determinants, which might have an impact on the relationship between customers’ communication mode choices and service quality as well as between customer satisfaction and customer loyalty. This paper aims to fill the aforementioned gaps by combining various elements into the theoretical model and providing a more complete picture of the interconnectedness of the elements of multichannel communication contacts from a process and technology perspective. Thus, a theoretical framework for modelling the determinants of customer choice of communication modes should be of interest for international and global services companies.

지금까지 대부분의 한미FTA 연구가 협정문의 현행 유보(부속서 I)에 명시된 개방의 수준과 내용에 초점을 맞추어 왔다면, 이 연구는 미래유보(부속서II)의 ‘단서조항’에 담긴 함의를 분석하는데 초점을 맞추었다. 특히 한미FTA의 시청각서비스분야에서 협정 완료된 미래유보 중 오바마 정부의 보호무역주의에 의해 영향을 받을 가능성이 있는 6가지 조항을 중심으로 조문분석을 실시하였다. 분석 결과 미래유보의 여러조항들은 방송시장의 개방을 상당부분 저지하고자 한 정부의 의지를 엿볼 수 있는 내용들이었지만, 다른 한편으로 미래유보 조항에 붙여진 단서조항들로 인해 사실상 미래유보의 실효성을 상당 부분 제한하고 있거나 향후 오바마 정부의 보호무역주의 여하에 따라 추가적인 시장개방의 가능성을 시사하고 있다고 결론지었다.

최근 IMO의 항해안전전문위원회(NAV) 통신작업반을 중심으로 E-Navigation(E-Nav) 전략개발에 관한 연구가 진행되고 있다. E-Nav 전략개발을 위한 통신망 아키텍처의 설계는 선교시스템의 표준 및 미래 항해 및 해양통신 장비에 관한 국가 R&D 프로젝트 방향을 결정하는 중요한 부분이다. 본 연구는 E-Nav 이용자 요구분석을 통하여 항해안전을 향상시키고 해상운송의 부가적인 이익을 가져다 줄 수 있는 E-Nav 서비스를 도출하고 통신망 기준모델을 설계하는데 목적을 두고 있다. 본 연구에서는 E-Nav 서비스를 크게 안전 및 보안, 해양기상, 조난, 비즈니스, 인포테인먼트(infotainment)의 5가지 분야로 나누고, 각 분야 별로 요구되는 E-Nav 서비스를 도출하였다. 그 결과로서 도출된 E-Nav 서비스 지원을 위한 통신망 아키텍처를 제안하였다.

Because shore(ship) to ship(shore) communication service via INMARSAT pay expensive cost, satellite service typically use two stage service that land users dial up LES(Land Earth Station) for sending or receiving message. In order to send and receive message, land users must maintain online state with LES on dedicated line. Also, two stage INMARSAT communication service must consume long time that processes step by step. In case of large company, they have own communication system, but small companys communicate simple messages with only telex. This paper describes the design and implementation of an integrated communication services via INMARSAT-C. This system uses inexpensive INMARSAT-C for transmission between ship and land. Because this system provides web and E-Mail interface, users send and receive messages easily and quickly. This system provides most users with inexpensive and easy communication facilities between ship and land.