물류아웃소싱 관계의 지속성과 확장성에 대한 신뢰와 만족의 역할에 관한 실증연구

초록

The objective of this research is to address the complementary role of satisfactionand trust in maintaining and enhancing the logistics outsourcing relationship betweenlogistics users and third-party logistics(3PL) service providers. The theoretical rationalefor our proposition is grounded on a discussion on how trust and satisfaction canreduce perceived risk, and we suggest that the issues of relationship continuity andrelationship enhancement constitute different types of decision process and thusdifferent types of perceived risk. We also addressed how relationship variables like3PL provider's competence, communication and commitment might affect trust andsatisfaction. A major finding in our study is the strong effect of satisfaction on continuing therelationship with the focal 3PL provider. Another finding is that trust is a strongantecedent of motivation to enhance the scope of the relationship, but not necessarywhen the decision refers to relationship continuity. Thus, relationship continuity doesnot always require a close relationship but may well carried on at arm's length. Additionally, we found overall satisfaction with 3PL provider as a strong antecedent ofthe 3PL user's trust. Unexpectedly, 3PL provider's competence did not appear to havea positive influence on the user's trust. Honest and timely communications with 3PLuser have a strong effect on trust, but do not on satisfaction. Signalling commitmentappeared to have strong effect on 3PL user's overall satisfaction with the 3PLprovider.

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