AN EXPLORATION OF SERVICE PROBLEMS ENCOUNTERED IN SHIP AGENCY INDUSTRY
Journal Title: Denizcilik Fakültesi Dergisi - Year 2016, Vol 8, Issue 1
Abstract
Ship agencies must provide flawless services in order to achieve sustainability in an increasingly competitive and globalized business environment as any other business to business service providers. This study aims to categorize the problems and the sources of problems encountered in ship agency industry in order to provide a general view of the environment whilst informing the professionals of the industry with knowledge on these problems and contribute to the ship agency literature. The problems in ship agency industry are revealed through content analysis categorization of ITIC’s total 115 insurance claims regarding ship agents with respect to problem source and problem categories. The study yielded that most common service problems are regarding documentation; damage and disbursement payments and the most common problem sources are either ship agents or principles. In compliance with the findings, both parties are advised to handle their business partner selections with extreme care, utilize automated systems and software for documentation and protect themselves against inevitable service problems through liability insurance clubs.
Authors and Affiliations
Nazlı Gülfem Gidener Özaydın
Keywords
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- EP ID EP271273
- DOI 10.18613/deudfd.35524
- Views 158
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