Logistics Capability and Firm Performance: A Strategic Perspective on Supply Chain Resilience and Customer Service Excellence in Thailand’s Industrial Sector

Santee Suwansaard; Santipong Jirotkulkit

Authors

Santee Suwansaard -
Santipong Jirotkulkit

Keywords:

Logistics capability, Supply chain resilience, Excellent customer service, Organizational performance, Strategic perspective

Abstract

Driven by the increasing volatility in global supply chains, this study investigates the strategic influence of logistics capabilities on organizational performance, with a particular focus on the mediating mechanisms of supply chain resilience (SCR) and customer service excellence (CSE) in Thailand’s industrial sector. Adopting a quantitative cross-sectional design, empirical data were synthesized from a targeted sample of 100 logistics executives and managers (n=100) using a 5-point Likert scale instrument validated by expert content validity (CVI = 1.0). The results from multiple regression analyses, verified by VIF and HTMT ratio for discriminant validity, and the Sobel test reveal that robust logistics capabilities significantly bolster both SCR (β = 0.937, p < .001) and CSE (β = 0.967, p < .001). Crucially, the mediation analysis identifies CSE as the more potent conduit for enhancing firm performance (unstandardized indirect effect = 1.017). The indirect effect exceeding 1.0 is attributed to the use of unstandardized coefficients in the Sobel test, reflecting the absolute magnitude of the impact within the specific measurement scale. These findings, further reinforced by a 5,000-resample bootstrapping analysis, contribute to the Resource-Based View (RBV) and Dynamic Capabilities framework by demonstrating that logistics should not merely be viewed as an operational function, but as a strategic asset. The study concludes that for Thai firms to sustain a competitive edge, management must prioritize dual-track investments that simultaneously fortify operational flexibility and elevate customer value propositions.

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