This study has two objectives. The first aim is to ascertain whether innovation and market orientation have direct, indirect, and causal effects on customer service. The second objective is to ascertain whether market orientation has a moderating effect on the relationship between innovation and customer service. This research follows three distinct methodologies. The first approach uses Cronbach’s alpha coefficient in order to check reliability while an exploratory factor analysis and a confirmatory factory analysis ascertain validity. The second method uses the analysis of structural equation models to test a causal link between variables. The third methodology uses a moderated regression analysis to verify the moderating effects. As our analysis results show, intelligence generation and intelligence dissemination have a moderating effect on the relationship between innovation and flexibility. These results can be interpreted as follows: firstly, customs clearance firms can provide superior service to customers if they strive to understand customer needs and provide them with flexible service at the same time. Secondly, these firms can enhance their flexibility of service in all departments though innovation and information sharing acquired from the market.

In the era of the Fourth Industrial Revolution, the establishment of a TBT system that utilizes the knowledge-based view as a means of overcoming the problems of scarcity of human resources and lack of technological capabilities faced by export companies that produce and supply products and services is being emphasized. The WTO TBT Agreement, which is based on the multilateral agreement of the GATT 7th Tokyo Round, consists of 15 articles and 3 annexes to ensure that technical regulations, standards, and conformity assessment systems do not act as technical barriers to trade. The transition to the digital economy (EDT) has been accelerating, and currently the EDT presents both a challenge and an opportunity. The US, which is at the center of the international standards competition, has accelerated standards competition by invoking supply chain executive order decoupling, and as China looks to implement the policy set out in the China Standards 2035 Plan, the relationship between the US and China is worsening in relation to the preoccupation with standards. Dreaming of a Chinese version of this US strategy, China, which is connected from 12.5 to 14.5 units, is accelerating its standardization strategy through the Made in China 2035 program. The “double cycle development strategy” and “technological innovation” are key mid- to long-term policy directions. Korea should develop a Korean-style conformity assessment development model based on the TBT system, which is a major element of non-tariff barriers, under the WTO/FTA system that promotes the flow of the KBV along with the establishment of a digital transformation system.

This study has two objectives. The first aim is to ascertain whether innovation and market orientation have direct, indirect, and causal effects on customer service. The second objective is to ascertain whether market orientation has a moderating effect on the relationship between innovation and customer service. This research follows three distinct methodologies. The first approach uses Cronbach's alpha coefficient in order to check reliability while an exploratory factor analysis and a confirmatory factory analysis ascertain validity. The second method uses the analysis of structural equation models to test a causal link between variables. The third methodology uses a moderated regression analysis to verify the moderating effects. As our analysis results show, intelligence generation and intelligence dissemination have a moderating effect on the relationship between innovation and flexibility. These results can be interpreted as follows: firstly, customs clearance firms can provide superior service to customers if they strive to understand customer needs and provide them with flexible service at the same time. Secondly, these firms can enhance their flexibility of service in all departments though innovation and information sharing acquired from the market.