[Session A0. 물류관리(1)] 경쟁우위 구축을 위한 현장서비스에 대한 연구

The Purpose of this research is to focus on logistics activity, especially the field service logistics. And this research analyzes the case study involving effective logistics management that leads customer satisfaction, seeking to find out the key elements of competitive advantage. As a result, the key components are derived, that is, Information Technology and communication, Quality, Organization, Learning/Training, and Inventory Management. This research's implication and contribution are followed; first of all, the field service is an area to induce repurchasing. Second, this research describes the key components in logistics to solve the complication of the field service. Third, companies that this research did on case study are best practice ones such as HP, IBM so that it can foundation of benchmarking.