지역통상정보 : 국제물류 계약에서 리스크 공유에 대한 계약서 조항 사례연구 : 국내와 해외 기업 간 비교를 중심으로 = A Case Study on the Risk Sharing Structure of Service Contracts in Global Logistics Outsourcing: Comparison of Korea with Foreign Companies

다국어 초록 (Multilingual Abstract)

In December 2012, the Ministry of Land, Transport and Maritime Affairs and Ministry of Knowledge Economy held a commission and distributed a standardized logistics contract between the shipper and the logistics companies in order to spread and to promote contract standardization. With such background in place, this study examines the leading research on different types and attributions in present logistics contracts in order to propose guidelines for creating contract clauses that would lead to a win-win relationship among the parties involved in the logistics outsourcing relationships. This study further compares and contrasts the concreteness of local and international logistics contracts through case studies, and provides practical thought-provoking points on concretization of clauses on potential risks and additional expenses for local logistics companies when signing logistics contracts. Firstly, the composition and contents of both local and international logistics contracts are similar in the way that both deal with the basic principles between the concerned parties such as the following: contract terms, validity, scope of work, operational procedures, payment terms, and dispute resolutions. Secondly, for flexibility of potential dispute resolution, both logistics contracts define the definition of dispute and follow the classical contractual approach of dispute resolution through third-party arbitration. Thirdly, compared to local contracts, international logistics contracts provide more concretized and specific clauses on the occurrence of potential risks and hazards; on the other hand, compared to international logistics contracts, it seemed that local contracts contained more clauses in favor of the shipper. This research then suggests ideas to eliminate the classic tradition - logistics companies enduring the damages that occur as a result of the structural differences between the shipper and the logistics companies - through efforts to actively negotiate in advance the predictable problems and risks and by reflecting the mutually agreed points in the contract, and further offers guidelines on contract concretization for distribution of standardized logistics contracts in the future.

참고문헌 (Reference)

1 최석신, "한일 양국 신세대의 소비문화에 관한 비교연구" 한국상품학회 27 (27): 2002

2 이영일, "편익제공과 불평보상상황에 따른 촉진효과 차이연구" 한국소비자학회 19 (19): 189-209, 2008

3 범상규, "자극기반 의사결정과정에서 태도와 태도강도의 역할에 관한 실증연구" 한국데이터정보과학회 20 (20): 563-575, 2009

4 하영원, "소비자행동" 법문사 2006

5 하영원, "소비자의 불평 보상에 따른 인지와 감정 반응이 재구매 및 구전 의도 회복에 미치는 영향" 한국경영학회 37 (37): 225-246, 2008

6 김경식, "소비자의 보상물 선택결정에 관한 연구 : 소비자의 노력수준을 중심으로" 한국마케팅학회 22 (22): 1-20, 2007

7 이학식, "소비자관련 감정, 만족 그리고 제품 태도간의 구조적 관계" 한국경영학회 30 (30): 2001

8 성영신, "소비자 무의식, 그 서랍을 열다-인지적 정보처리 vs. 검정적 정보처리" 2006

9 김문섭, "소비자 감정의 유형(Valence)이 구매의사결정에 미치는 영향에 관한 연구- 감정의 환기수준과 지식수준의 조절효과를 중심으로 -" 한국소비자학회 17 (17): 35-63, 2006

10 서문식, "서비스접점에서 발생한 부정적 감정이 고객의 관계단절행동에 미치는 영향" 한국마케팅관리학회 11 (11): 55-80, 2006

11 이영일, "불평에 대한 물질적？비물질적 보상이 소비자의 태도반응과 재구매 의도 회복에 미치는 영향" 한국상품학회 25 (25): 85-98, 2007

12 이유재, "부정적 소비감정의 선행요인과 결과변수에 대한 연구 -후회감, 실망감을 중심으로 -" 한국소비자학회 16 (16): 103-128, 2005

13 김상희, "부정적 기대불일치시 소비자 귀인과 감정이 불만족 및 행동에 미치는 영향에 관한 연구: 구매전 소비자 노력에 따른 상대적 영향력 비교" 한국경영학회 35 (35): 1497-1529, 2006

14 류강석, "고객추천 보상프로그램이 소비자의 추천의도에 미치는 영향 : 보상유형, 고객-브랜드 관계의 질, 제품사용지위의 역활을 중심으로" 한국마케팅학회 19 (19): 179-196, 2004

15 이석규, "고객 보상프로그램의 효과성에 관한연구 : 신규 고객유치를 위한 전략적 프레임？" 한국마케팅학회 7 (7): 123-139, 2005

16 강용수, "고객 보상프로그램과 불평관리가 점포충성도에 미치는 영향에 관한 연구" 한국마케팅관리학회 10 (10): 23-48, 2005

17 Reichheld, F., "Zero Defection: Quality Comes to Services" 68 : 1990

18 Schnaars, P., "The Use of Multiple Scenarios in Sales Forecasting: An Empirical Test" 3 (3): 1987

19 Jscoby, J., "The Sources, Meaning, & Validity of Consumer Complaint Behavior: A Psychological Analysis" 57 : 1981

20 Tomkins, S, "The Guest for Primary Motives: Biography and Autobiography of An Idea" 41 (41): 1981

21 Anand P., "The Formation of Affective Judgment: The Cognitive-Affective Model versus The Independence Hypothesis" 15 : 1988

22 Blodgett, G., "The Effects of Distributive, Procedural and Interactional Justice on Post Complaint Behavior" 73 (73): 1997

23 Westbrook, A., "The Dimensionality of Consumption Emotion, Patterns and Consumer Satisfaction" 18 (18): 1991

24 Davidow, M., "The Bottom Line Impact of Organizational Response to Consumer Complaints" 20 (20): 2000

25 Zeithaml A., "The Behavioral Consequences of Service Quality" 60 : 1996

26 Danavan J., "Store Atmosphere and Purchasing Behavior" 70 (70): 1994

27 Bolton E., "Sticker Price; The Effects of Nonanalytic Versus Analytic Thinking in New Product Forecasting" 40 : 2003

28 Bearden, O., "Selected Determinants of Consumer Satisfaction and Complaint Reports" 20 (20): 1983

29 Oliver, L., "Satisfaction : A Behavioral Perspective on the Consumer" McGraw-Hill 1997

30 Nunnally J, "Psychometric Theory" McGraw-Hill 1978

31 Westbrook, A, "Product/Consumption-Based Affective Responses and Repurchase Processes" 14 (14): 1987

32 Gilly, M. C., "Post-Purchase Consumer Processes & The Complaining Consumer" 9 : 1982

33 Richins, L, "Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study" 47 : 1982

34 Frijda, Nico H, "Moods, Emotion Episodes, and Emotion, In Handbook of Emotions" Guilford 1993

35 Bagozzi, P., "Marketing as Exchange" 39 (39): 1975

36 Bowman, D., "Managing Customer-Initiated Contacts with Manufactures: The Impact on Share of Category Requirements and Word-of-Mouth Behavior" 64 : 2001

37 Inman J., "Framing the Deal: The Role of Restrictions in Accentuating Deal Value" 24 : 1997

38 Zajonc, B., "Feeling and Thinking: Preference Need No Inference" 35 (35): 1980

39 Tscho, J, "Do Yourself A Faber: Gripe About Bad Service" 39 : 6-, 1994

40 O'Brien, L., "Do Reward Really Create Loyalty?" 73 : 1995

41 Fornell, C., "Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis" 24 (24): 1987

42 Conlon, E., "Customer perceptions of corporate responses to product complaints: the role of expectations" 39 (39): 1996

43 Anderson, W., "Customer Satisfaction and Word of Mouth" 1 (1): 1998

44 Stewart, K, "Customer Exit: Loyalty Issues in Retail Banking" 7 (7): 1994

45 Bettmen, R., "Constructive Consumer Choice Process" 25 (25): 1998

46 Moyer, S, "Characteristics of Consumer Complaints: Implications for Marketing and Public Policy" 3 : 1984

47 Zeelenberg, M., "Beyond Valence in Customer Dissatisfaction: A Review and New Findings on Behavioral Response to Regret and Disappointment in Failed Services" 57 (57): 2004

48 Rothchild, L., "Behavioral Learning Theory: Its Relevance to Marketing and Promotion" 45 : 1981

49 Mano, H., "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfation" 20 (20): 1993

50 Roseman, J., "Appraisals of Emotion-Eliciting Events: Testing a Theory of Discrete Emotions" 59 (59): 1980

51 Parkinson, B., "Appraisal as a Cause of Emotion, In Review of Personality and Social Psychology" Review of Personality and Social Psychology 1992

52 Lesser, A., "An Inductively Derived Model of the Motivation to Shop" 8 : 1991

53 Zajonc, B., "Affective and Cognitive Factors in Preference" 9 (9): 1982

54 Divett, M., "Actively Influencing Consumer Loyalty" 20 (20): 2003

55 Singh, J., "A Theoretical Framework for Marketing Consumers' Response to Marketplace Dissatisfaction" 4 : 1996

56 Spreng, A., "A Reexamination of the Determinates of Consumer Satisfaction" 70 (70): 1996

57 Oliver, L., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions" 17 (17): 1980