고객 만족을 위한 물류 서비스 상품의 진화 : 전자상거래 업체를 중심으로

For the recent 15 years the e-commerce market have increased dramatically. E-commerce companies began to offer competitive and innovative logistics service products as differentiated weapons rather than low prices and different payment methods. By offering the innovative logistics service product to enhance the customer satisfaction and to obtain the competitive advantages, E-commerce companies can gain the loyalty of the customers and long-term revenues. Many companies treat the logistics service as new methods of the customer satisfaction through the internalization of their facilities and equipments, the collaboration, and outsourcing unlike the traditional business strategy focused on simply cost reductions in the past. In this study, we categorized the representative logistics services offered for the customer satisfaction according to the period and analyzed the strategies of the main domestic and global E-commerce companies that have obtained the competitive priority by offering logistics service products recently. through diverse strategic positioning analysis of both in-and-outbound major e-commerce companies. Furthermore, we demonstrated the future development directions for E-commerce and logistics companies and showed what they should do to strengthen their capabilities.