Ahmad, Mohammed Abdul-Aziz; Jais, Ju ai a
A icle
The media ing e ec o se ice quali y on he ela ionship be ween
logis ics esou ces and sus ainable compe i i e ad an age in I aqi
Ku dis an ho els
Cogen Business & Managemen
P o ided in Coope a ion wi h:
Taylo & F ancis G oup
Sugges ed Ci a ion: Ahmad, Mohammed Abdul-Aziz; Jais, Ju ai a (2024) : The media ing e ec
o se ice quali y on he ela ionship be ween logis ics esou ces and sus ainable compe i i e
ad an age in I aqi Ku dis an ho els, Cogen Business & Managemen , ISSN 2331-1975, Taylo &
F ancis, Abingdon, Vol. 11, Iss. 1, pp. 1-22,
h ps://doi.o g/10.1080/23311975.2024.2360597
This Ve sion is a ailable a :
h ps://hdl.handle.ne /10419/326307
S anda d-Nu zungsbedingungen:
Die Dokumen e au EconS o dü en zu eigenen wissenscha lichen
Zwecken und zum P i a geb auch gespeiche und kopie we den.
Sie dü en die Dokumen e nich ü ö en liche ode komme zielle
Zwecke e iel äl igen, ö en lich auss ellen, ö en lich zugänglich
machen, e eiben ode ande wei ig nu zen.
So e n die Ve asse die Dokumen e un e Open-Con en -Lizenzen
(insbesonde e CC-Lizenzen) zu Ve ügung ges ell haben soll en,
gel en abweichend on diesen Nu zungsbedingungen die in de do
genann en Lizenz gewäh en Nu zungs ech e.
Te ms o use:
Documen s in EconS o may be sa ed and copied o you pe sonal
and schola ly pu poses.
You a e no o copy documen s o public o comme cial pu poses, o
exhibi he documen s publicly, o make hem publicly a ailable on he
in e ne , o o dis ibu e o o he wise use he documen s in public.
I he documen s ha e been made a ailable unde an Open Con en
Licence (especially C ea i e Commons Licences), you may exe cise
u he usage igh s as speci ied in he indica ed licence.
h ps://c ea i ecommons.o g/licenses/by/4.0/
Cogen Business & Managemen
ISSN: 2331-1975 (Online) Jou nal homepage: www. and online.com/jou nals/oabm20
The media ing effec o se ice quali y on he
ela ionship be ween logis ics esou ces and
sus ainable compe i i e ad an age in I aqi
Ku dis an ho els
Mohammed Abdul-Aziz Ahmad & Ju ai a Jais
To ci e his a icle: Mohammed Abdul-Aziz Ahmad & Ju ai a Jais (2024) The media ing effec
o se ice quali y on he ela ionship be ween logis ics esou ces and sus ainable compe i i e
ad an age in I aqi Ku dis an ho els, Cogen Business & Managemen , 11:1, 2360597, DOI:
10.1080/23311975.2024.2360597
To link o his a icle: h ps://doi.o g/10.1080/23311975.2024.2360597
© 2024 The Au ho (s). Published by In o ma
UK Limi ed, ading as Taylo & F ancis
G oup
Published online: 04 Jun 2024.
Submi you a icle o his jou nal
A icle iews: 1516
View ela ed a icles
View C ossma k da a
Ci ing a icles: 4 View ci ing a icles
Full Te ms & Condi ions o access and use can be ound a
h ps://www. and online.com/ac ion/jou nalIn o ma ion?jou nalCode=oabm20
ManageMen | ReseaRch aR icle
Cogen Business & ManageMen
2024, VoL. 11, no. 1, 2360597
The media ing e ec o se ice quali y on he ela ionship be ween
logis ics esou ces and sus ainable compe i i e ad an age in I aqi
Ku dis an ho els
Mohammed abdul-aziz ahmada,b and Ju ai a Jaisa
aDepa men o Business & Managemen , College o g adua e s udies, uni e si i enaga nasional (uni en), Malaysia;
bBusiness adminis a ion echniques Depa men , echnical adminis a i e College, e bil Poly echnic uni e si y, i aq
ABSTRACT
logis ics esou ces play a c i ical ole in shaping se ice quali y and main aining
o ganiza ional compe i i eness. his s udy examines how se ice quali y (sQ) and
logis ics esou ces (lR) a ec he sus ainable compe i i e ad an age (sca) o ho els in
Ku dis an, i aq. impo an ly, his s udy add esses a limi ed body o esea ch in he
Middle eas , con ibu ing a unique iewpoin on he ela ionship be ween logis ics
esou ces and se ice quali y dynamics in he egion. a ques ionnai e was employed o
ga he da a om 152 ho el manage s in Ku dis an, i aq. he esul s indica e ha
sus ainable compe i i e ad an age was in luenced by bo h he di ec and indi ec
e ec s o se ice quali y. When conside ing he ole o se ice quali y as a media o , i
was iden i ied ha i had a pa ial media ion e ec on he ela ionship be ween
logis ics esou ces and sus ainable compe i i e ad an age. he indings p o ide an
oppo uni y o p ac i ione s o gain clea knowledge on he media ing e ec o se ice
quali y be ween logis ics esou ces and sus ainable compe i i e ad an age in he ho el
indus y. i can assis ho el manage s in he egion in ocusing on and de eloping hei
se ice le els, pa icula ly empa hy, angibles, eliabili y, esponsi eness, and senso y, o
achie e a sus ainable compe i i e ad an age. Fu he mo e, he s udy will p o ide
bene i s o he ele an au ho i ies o emphasize s a egic policy.
1. In oduc ion
nowadays, logis ic issues a e e y c i ical in many o ganiza ions. o gain a compe i i e ad an age in a
highly compe i i e ma ke , o ganiza ions ha e made necessa y e o s o implemen new s a egic
app oaches wi hin hei own es ablishmen s (ch is ophe , 2022; akwi & Ma is, 2020). in o he wo ds,
logis ics is c i ical o o ganiza ions’ pu sui o mo e e ec i e managemen sys ems.
logis ics esou ces and capabili ies a e pi o al o logis ics se ice p o ide s (lsPs) aiming o success ully
na iga e he compe i i e ma ke landscape. While he e ec i e le e aging o logis ics esou ces has been
associa ed wi h he a ainmen o a compe i i e ad an age h ough he ul illmen o clien demands and
deli e y o alue-added se ices (Pengman e al., 2022), a p ominen gap exis s in unde s anding he ole
o inno a ion in his con ex . speci ically, Dai e al. (2020) highligh ed ha inno a ion in logis ic se ices is
ounda ional o lsPs o emain compe i i e. Ye , as Ka ia (2022) obse ed, many lsPs, despi e he g owing
emphasis on inno a ion, con inue o ope a e wi h limi ed esou ces and a lack o se ice enhancemen .
g ounded in he b oade can as o esou ce-based heo y (RB ), ou explo a ion sugges s ha in in-
sic o ganiza ional s eng hs can be ha nessed o sus ainable compe i i e dominance. his heo e ical
amewo k p o ides a lens h ough which he ela ionship be ween logis ics capabili ies and compe i i e
ad an age can be examined.
© 2024 he au ho (s). Published by in o ma uK Limi ed, ading as aylo & F ancis g oup
CONTACT Mohammed abdul-aziz ahmad [email p o ec ed]om Depa men o Business & Managemen , College
o g adua e s udies, uni e si i enaga nasional (uni en), Malaysia.
h ps://doi.o g/10.1080/23311975.2024.2360597
his is an open access a icle dis ibu ed unde he e ms o he C ea i e Commons a ibu ion License (h p://c ea i ecommons.o g/licenses/by/4.0/), which
pe mi s un es ic ed use, dis ibu ion, and ep oduc ion in any medium, p o ided he o iginal wo k is p ope ly ci ed. he e ms on which his a icle has been
published allow he pos ing o he accep ed Manusc ip in a eposi o y by he au ho (s) o wi h hei consen .
ARTICLE HISTORY
Recei ed 1 Ma ch 2023
Re ised 12 Feb ua y 2024
accep ed 14 May 2024
KEYWORDS
logis ics esou ces;
se ice quali y;
sus ainable compe i i e
ad an age; ho el
manage s
REVIEWING EDITOR
angela Ma inez,
Uni e sidad de cas illa-la
Mancha, spain
SUBJECTS
Business, Managemen ,
and accoun ing; indus y
& indus ial s udies;
hospi ali y; ou ism
2 M. aBDUl-aZiZ ahMaD anD J. Jais
he se ice sec o is he as es -g owing global economic g ow h d i e , accoun ing o wo- hi ds o
global ade and being he as es -g owing sec o in e ms o g oss domes ic p oduc (gDP) ( aniye
e al., 2023). simila ly, he se ice sec o in he Ku dis an Region is con inuously g owing, especially o
he ou ism indus y. ou ism in he Ku dis an egion o i aq is anked second a e he oil sec o in
p o iding high e enues o he egion’s budge , as he e a e mo e han wo million ou is s isi ing he
coun y annually (hassan e al., 2020). as a c i ical componen o he ou ism indus y, he ho el se ice
sec o is pi o al in domes ic income gene a ion, con ibu ing o an es ima ed 40–50% o go e nmen
e enue (ali e al., 2021; al-Ja e al., 2020; Khansa e al., 2022).
he selec ion o Ku dis an as he ocal poin o his s udy o e s mo e han jus a geog aphical pe -
spec i e. as an au onomous en i y wi hin i aq, akin o Quebec in canada, Ku dis an’s unique go e nance
and i s bu geoning ou ism indus y p o ide a ich apes y o examining logis ics se ices and compe -
i i e ad an age dynamics (hassan e al., 2020; Pengman e al., 2022). h ough his lens, ou s udy aims
o b idge exis ing knowledge gaps, shedding ligh on he in icacies o lsPs’ ole in he ho el indus y
o Ku dis an and beyond.
2. Resea ch gap
he domain o sus ainable compe i i e ad an age has wi nessed subs an ial con ibu ions in business
esea ch o e ecen yea s. howe e , he delinea ion be ween logis ics esou ces and capabili ies, espe-
cially wi hin he hospi ali y domain, emains unde - esea ched.
nume ous s udies ha e explo ed compe i i e ad an age in logis ics managemen , p edominan ly om
he pe spec i e o logis ics use s (Ka ia, 2022). no ably, he e exis s a dea h o s udies speci ically a -
ge ing logis ics se ice p o ide s (Kök e al., 2020; Mea hawi oon & Wana a , 2022; Pengman e al., 2022;
Phaxaisi hide & Banchuen, 2020). ini ial explo a ions in o logis ics esou ces we e ini ia ed by lyu e al.
(2019), and while subsequen esea ch ollowed (Ka ia, 2022; no din e al., 2022), he lens o se ice
p o ide s emains unde u ilized. his o e sigh neglec s he aluable insigh s o lsPs, key s akeholde s in
ho el indus y ope a ions.
Mo eo e , ex an li e a u e exhibi s an inclina ion owa ds angible esou ces and capabili ies as oun-
da ional elemen s o compe i i e ad an age (Boonklum e al., 2020; lau én, 2023; sup iyadi, 2020). his
ajec o y o en minimizes he signi icance o in angible esou ce a iables, such as knowledge and inno-
a ion esou ces. When sc u inizing he compe i i e dynamics o lsP i ms, hese ace s emain inade-
qua ely explo ed. addi ionally, con en ional esea ch pa adigms o compe i i e ad an age p io i ize
de e minan ac o s, wi h scan a en ion paid o he media ing ole o se ice quali y (Kankam, 2022;
Vijaya & Rahayu, 2021). Fo lsPs o e icaciously ope a e, a comp ehensi e unde s anding o he in e -
connec ions be ween esou ces, se ice quali y, and sus ainable compe i i e ad an age is impe a i e.
he p ac ical impac o he s udy eme ges as, i s ly, he e is no simila p e ious esea ch epo ed o
published in he Ku dis an Region. secondly, he s udy’s indings should p o ide a clea unde s anding
o he impo ance o logis ics managemen o p ac i ione s in he egion.
in ligh o he gaps iden i ied in exis ing esea ch and he g owing impo ance o logis ics in he ho el
sec o , pa icula ly in he Ku dis an egion, his s udy aims o in es iga e he ac o s ha con ibu e o
gaining a compe i i e ad an age o lsPs in he Ku dis an ho el indus y. speci ically, he esea ch exam-
ines he ole o logis ics esou ces and capabili ies, wi h an emphasis on knowledge and inno a ion
esou ces, as well as he media ing unc ion o se ice quali y in he ela ionship be ween hese esou ces
and sus ainable compe i i e ad an age.
3. Li e a u e e iew
3.1. Logis ics esou ces
he e m logis ics esou ces e e o bo h he pe sonnel and ma e ials ha a e cu en ly a ailable o
equi ed o mee he needs o a co e ope a ion and i s associa ed ancilla y unc ions. hese esou ces
include ma e ial and imma e ial componen s (cáma a Rod igo, 2023; Wa e s, 2021).
cogen BUsiness & ManageMen 3
sugia no and no i a (2022) classi ied he o ganiza ion’s esou ces as ei he in e nal o ex e nal. he
p esence o a wo king model is essen ial o collec ing he h ee ypes o business esou ces, namely
inpu , asse , and alen , in a angible and comp ehensi e manne in o de o manage hese esou ces
logis ically. hese sou ces, also known as logis ic sou ces, include inpu ac o s, asse s, and compe encies
(sugia no & no i a, 2022).
in addi ion o capabili ies, logis ics asse s and inpu s can also be u ilized du ing logis ics ope a ions.
When inpu ac o s a e u ilized in a logis ics ac i i y, hey become an asse o capabili y o logis ics.
he e o e, logis ics asse s and skills can be classi ied as logis ics esou ces i hey a e conside ed collec-
i ely wi hin a amewo k based on esou ces. al hough he e a e many s udies published on logis ics
capabili ies, none ha e examined logis ics asse s and alen s collec i ely unde he i le logis ics esou ces.
o his end, a lis o logis ics asse s and capabili ies has been iden i ied using he academic li e a u e,
ga he ing logis ic asse s as knowledge and inno a ion esou ces (K&iR), human esou ces (hR), echno-
logical esou ces ( R), and ope a ional esou ces (oR) (Boonklum e al., 2020; e angelis a e al., 2023;
hasan e al., 2021; Kök e al., 2020; lyu e al., 2019; no din e al., 2022; Yus iadi, 2021).
Resea ch s udies o en conside logis ics esou ces collec i ely due o hei in e dependence,
esou ce-based heo y (RB ) pe spec i e, p ac ical ele ance, and s a is ical limi a ions (hossain e al.,
2022; Ka ia, 2022; Özbağ & a slan, 2020; ukamuhabwa e al., 2021). his app oach cap u es he holis ic
na u e o logis ics ope a ions, aligning wi h eal-wo ld p ac ices and manage ial decision-making, and
p o iding p ac ical insigh s o enhancing capabili ies and sus ainable compe i i e ad an age (lambe &
s ock, 1993, as ci ed in ukamuhabwa e al., 2021).
3.2. Se ice quali y
se ice quali y includes mee ing cus ome needs and achie ing echnical excellence, whe e he objec i e
quali y is o med by he p oduc ea u es and he pe cei ed quali y by use s (hussain e al., 2021). i is
a mul idimensional concep ha con as s be ween p edic able and appa en se ices. Mi opoulou and
soul as (2021) e alua ed he quali y o se ice in he ield o se ice ope a o s using he seRVQUal
p oposal and se e al speci ic i ems in he ield o applica ion. hey concluded ha a s anda d ins umen
o measu ing se ice quali y is necessa y o he se ice en i onmen and he supply chain in gene al.
Pa asu aman e al. (1985), as ci ed in Mi opoulou and soul as (2021), de eloped i e basic dimensions:
eliabili y, esponsi eness, assu ance, empa hy, and angible componen s.
Unde s anding consume expec a ions is c ucial o excep ional se ice (hussain e al., 2021; Kukanja
& Planinc, 2018). Manage s a e esponsible o designing how o achie e a speci ic goal, which may
in ol e es ablishing se ice objec i es and c ea ing oppo uni ies o imp o e se ice quali y s anda ds.
Manage s who a e obli ious o cus ome expec a ions may con ey he pe cep ion ha hei se ice lacks
quali y (al-gasawneh e al., 2021). hus, manage s’ pe spec i es mus be inco po a ed in o se ice quali y
esea ch o imp o e se ice i ms’ pe o mance and sus ainabili y. his pape conside s six dimensions o
measu e esponsi eness: angibles ( an), eliabili y (Rel), esponsi eness (Resp), assu ance (asu ), empa hy
(emp), and senso y (sen) by al-Ja e al. (2020); hassan e al. (2020); Papademe iou e al. (2022).
3.3. Sus ainable compe i i e ad an age
a sus ainable compe i i e ad an age is de ined as a compe i i e edge ha is di icul o eplica e o
elimina e. i can be sus ained o a limi ed ime and se es as he ounda ion o a company’s long- e m
supe io pe o mance (hossain e al., 2021).
acco ding o Ba ney (1991); Ba ney (1995); and Ba ney and cla k (2007), as ci ed in Mahdi e al. (2019),
dimensions o sus ainable compe i i e ad an age a e aluable, a e, and inimi able. a sus ainable com-
pe i i e ad an age implies ha he ho el’s esou ces and capabili ies a e no easily eplica ed by compe -
i o s. i p o ides long- e m bene i s and allows he ho el o consis en ly ou pe o m i als in e ms o
se ice quali y (al-gasawneh e al., 2021; a achchige e al., 2021; hossain e al., 2021). his ad an age
c ea es ba ie s o en y o new compe i o s and ein o ces cus ome loyal y, leading o sus ained suc-
cess in he indus y.
4 M. aBDUl-aZiZ ahMaD anD J. Jais
3.4. The e ec o logis ics esou ces on se ice quali y and sus ainable compe i i e ad an age
limi ed esea ch has in es iga ed he connec ion be ween logis ics esou ces and sus ainable compe i-
i e ad an age (sca) wi hin sec o s such as hospi ali y and ou ism. sugiono e al. (2023) ound ha
logis ics capabili y posi i ely in luences sca, which in u n a ec s o ganiza ional pe o mance. hossain
e al. (2022) ound ha logis ics esou ces, such as e icien anspo a ion sys ems and in en o y man-
agemen , con ibu e o sca in ho els. ukamuhabwa e al. (2021) ound ha e ec i e supply chain man-
agemen , which includes logis ics- ela ed capabili ies, imp o es ho el pe o mance and sca.
simila ly, limi ed s udies a e done on logis ics managemen ha ha e made a emp s o s udy which
abili ies in logis ics se ice a e he d i e s o se ice quali y (gup a e al., 2018; gup a & singh, 2020; Yu
e al., 2017). ahimbisibwe e al. (2016) epo ed a s ong co ela ion be ween logis ics se ice quali y,
hi d-pa y logis ics p o ide p esen a ion, in o ma ion echnology capaci y, and accep ance o in o ma-
ion echnology. he esul s also showed ha he e ec i eness o hi d-pa y logis ics p o ide s is signi i-
can ly p edic ed by i accep ance and logis ics se ice quali y.
addi ionally, Fe nandes e al. (2018) conduc ed a s udy on he ela ionship be ween logis ics se ice
quali y and capabili ies, p oposing h ee dis inc ca ego ies o logis ics se ice p o ide s. s uc u al
equa ion Modelling (seM) e ealed ha he e idence suppo ing he link be ween logis ics capabili y
and se ice quali y was weak. in con as , Yu e al. (2017) obse ed ha bo h ela ionship lexibili y and
logis ical lexibili y possess dis inc capabili ies ha no ably enhance he manu ac u e ’s logis ics se ice
quali y. his enhancemen subsequen ly esul s in inc eased commi men and sa is ac ion o he manu-
ac u e in i s ela ionships wi h key accoun s. hus, i is impo an o ho els o s ay upda ed wi h he
la es de elopmen s in knowledge, inno a ion, echnology, and human esou ces o con inuously imp o e
se ice quali y. in eg a ing echnologies like mobile apps, ai, io , and con ac less solu ions, alongside
in es ing in s a aining and empowe men , can lead o he pe sonaliza ion o expe iences, ope a ional
e iciency, and an enhanced compe i i e ad an age in he ho el indus y (hasan e al., 2021; Mu ii hi
e al., 2023). so, he ollowing hypo heses a e s a ed:
h1: logis ics esou ces ha e a posi i e impac on se ice quali y.
h2: logis ics esou ces ha e a posi i e impac on sus ainable compe i i e ad an age.
3.5. The impac o se ice quali y on sus ainable compe i i e ad an age
excellen se ice quali y c ea es op le els o comple eness, which deli e mainly nume ous ac i i ies in
he ma ke and lead o sus ainable compe i i e bene i s (Kankam, 2022). he ela ionship be ween se -
ice quali y and sca has been widely in es iga ed by academia globally. Phaxaisi hide and Banchuen
(2020) concluded ha lsPs mus imp o e hei se ice supe io i y le els o enhance sus ainable compe -
i i e ad an age.
hassan e al. (2020) ound manage s o ou ism businesses in e bil pe cei ed he e ec o be e ing
men al image y on he quali y o ou ism se ices. he indings o his s udy suppo ed he e idence
ha aspec s o ou ism se ice quali y signi ican ly and a o ably in luence he de elopmen o men al
image y.
in he Jo danian insu ance ma ke , sweis e al. (2018) in es iga ed he ela ionship be ween sQ and
sca accomplishmen . hey ound a s a is ically signi ican associa ion be ween esponsi eness, empa hy,
and sus ainable compe i i e ad an age, bu none be ween angibili y, eliabili y, assu ance, and sca.
Fo ho el and spa manage s in g eece, Baki zoglou e al. (2018) examined which aspec s o sQ a e
mos c ucial o hei abili y o sa is y clien s. he indings indica ed ha h ee seRVQUal model a i-
ables— esponsi eness, eliabili y, and angibles—we e he mos e ec i e p edic o s o manage s’
pe cep ions.
likewise, Kukanja and Planinc (2018) s udied he e ec o manage s’ pe cep ions o quali y on es au-
an ope a ional p o i abili y. in e es ingly, only h ee o he i e quali y dimensions o manage s’ pe cep-
ions (i.e. empa hy, assu ance, and angibles) had a s a is ically signi ican impac on he o e all quali y
o a es au an . o he quali y indica o s we e s a is ically insigni ican .
cogen BUsiness & ManageMen 5
chen e al. (2016) ocused on ho sp ings ho els in aiwan and explo ed he e ec o sQ on ou is
sa is ac ion. hey examined se ice quali y dimensions om he ho el manage ’s pe spec i e and high-
ligh ed how mee ing ou is s’ se ice expec a ions can con ibu e o sus ainable compe i i e ad an age.
so, he ollowing hypo hesis is s a ed:
h3: se ice quali y has a posi i e e ec on sus ainable compe i i e ad an age.
3.6. The media ing in luence o se ice quali y on he ela ionship among logis ics esou ces
and sus ainable compe i i e ad an age
se ice quali y has gained signi ican a en ion as a media o in a ious esea ch con ex s, emphasizing
i s pi o al ole in s eng hening and cla i ying ela ionships be ween p ima y a iables (Kankam, 2022;
Phaxaisi hide & Banchuen, 2020). his is pa icula ly no able in logis ics, whe e he in e sec ion o se -
ice quali y, esou ces, and compe i i e ad an age is in ica e.
F om a manage ial pe spec i e, unde s anding he media ing impac o se ice quali y on he ela ion-
ship be ween logis ics esou ces and sus ainable compe i i e ad an age is c ucial. his helps manage s
concep ualize and s a egize hese ela ionships in p ac ical scena ios. Fo ins ance, Mea hawi oon and
Wana a (2022), al hough no di ec ly explo ing sus ainable compe i i e ad an age, p obed in o he
media ing ole o se ice capabili y, a ace closely aligned wi h se ice quali y. hei esea ch unde -
sco ed he signi icance o supply chain in eg a ion and posi ed he enhanced ole o se ice capabili y
on pe o mance ou comes. hei indings a e mi o ed in mo e ecen in es iga ions, which emphasize
he ans o ma i e powe o in eg a ed se ice capabili ies in de e mining he compe i i e ad an age o
businesses (Mea hawi oon & Wana a , 2022).
Phaxaisi hide and Banchuen (2020) del ed in o he pi o al ole o logis ics se ice p o ide s (lsPs)
wi hin supply chain managemen . hei insigh s e ealed he po en ial o lsPs o augmen se ice qual-
i y, a s ep ha can upli supply chain pe o mance, u he solidi ying he ounda ion o sus ainable
compe i i e ad an age. his no ion is u he co obo a ed by mo e ecen s udies sugges ing ha an
ele a ion in se ice quali y can in a iably lead o a dis inc compe i i e ad an age in he as -e ol ing
ma ke place (chaniago & Mudjia djo, 2021; Phaxaisi hide & Banchuen, 2020; Vijaya & Rahayu, 2021).
a shad and su (2015) na iga ed he in ica e ela ionship be ween se ice deli e y inno a ion and
se ice quali y wi hin an applied sys em. hei model in ica ely wea es se ice capaci y, dynamic abili y,
and clien suppo ehea sals, heo izing he media ing ole o cus ome suppo . hey p oposed ha
cus ome suppo b idges he gap be ween se ice deli e y ad ancemen s and se ice quali y, acili a -
ing he ex ac ion o highe se ice quali y om bo h limi ed and signi ican ope an esou ces.
D awing om he abo e li e a u e and building on he heo e ical jus i ica ion om Memon e al.
(2018), his esea ch hypo hesizes:
h4: se ice quali y media es he e ec be ween logis ics esou ces and sus ainable compe i i e ad an age.
3.7. Resou ce-based heo y
Resou ce-based heo y (RB ) concen a es on he in e connec edness o a company’s esou ces, including
angible and in angible asse s. companies a e conside ed packages o esou ces ha can in luence pe -
o mance (o o i & appiah-nimo, 2022). RB acknowledges he impo ance o sus ainable compe i i e
ad an age (sca) and ecognizes ha o ganiza ions wi hin an indus y a e he e ogeneous in hei s a e-
gic esou ces (o o i & appiah-nimo, 2022). Ba ney (1991); Pe e a (1993); and We ne el (1984), as ci ed
in Baia e al., 2020), ha e all made signi ican con ibu ions o he de elopmen o esou ce-based heo y
(RB ). RB , as p oposed by Baia e al. (2020), ou lines ou key ules o assessing he economic implica-
ions o esou ces: alue, a i y, inimi abili y, and o ganiza ional suppo . he he e ogenei y o esou ces
con ibu es o compe i i e ad an age, as hey a e no en i ely immu able o compe ing o ganiza ions.
he concep ual amewo k o his s udy may be cons uc ed as depic ed in Figu e 1 based on he
li e a u e e iew (cáma a Rod igo, 2023; hasan e al., 2021; Kankam, 2022; Ka ia, 2018; Khan e al., 2019;
6 M. aBDUl-aZiZ ahMaD anD J. Jais
Kusumadewi & Ka yono, 2019; lau én, 2023; lyu e al., 2019; no din e al., 2022; Papademe iou e al.,
2022; sweis e al., 2018; ukamuhabwa e al., 2021; Vijaya & Rahayu, 2021; Yus iadi, 2021).
4. Me hodology
4.1. Resea ch design and popula ion
his s udy employed a quan i a i e echnique, u ilizing c oss-sec ional da a collec ion o empi ically e al-
ua e he p oposed model. la ge ho els ope a ing wi hin he Ku dis an egion o i aq, speci ically ho el
manage s we e he ocal poin . hese p o essionals a e posi ed o possess obus knowledge conce ning
logis ics esou ces, se ice quali y pe cep ions, and sus ainable compe i i e ad an age wi hin he ho el
domain. in 2022, he egion boas ed 209 ac i e ho els, o e ing a cumula i e o al o 23,341 ooms. as
such, 209 ques ionnai es we e dissemina ed o ho el manage s ac oss his geog aphical expanse.
4.2. Ins umen a ion
he sel -adminis e ed ques ionnai e was me iculously designed o cap u e he nuances o he s udy. i
was comp ised o ou dis inc segmen s. he i s segmen is he logis ics esou ces scale, wi h 23 i ems
spanning K&iR, hR, R, and oR ca ego ies, ancho ed in p e ious schola ly wo ks (ameen, 2022; aziz,
2017; Boonklum e al., 2020; e angelis a e al., 2023; hasan e al., 2021; Kankam, 2022; Ka ia, 2018; Kök
e al., 2020; lyu e al., 2019; Mago a & Kessy, 2020; Mao e al., 2016; Mea hawi oon & Wana a , 2022;
nie es & Quin ana, 2018; no din e al., 2022; Yus iadi, 2021). he second is he se ice quali y scale,
which con ains 17 i ems gauging angibles, eliabili y, esponsi eness, assu ance, empa hy, and senso y
aspec s, in o med by ex an li e a u e (al-gasawneh e al., 2021; al-Ja e al., 2020; Kankam, 2022; louis,
2017; Mi opoulou & soul as, 2021; njo oge, 2016; Papademe iou e al., 2022; sweis e al., 2018;
Wije unge, 2016). he hi d segmen , he sus ainable compe i i e ad an age scale, consis s o 23 i ems
ca ego ically di ided in o alue, a i y, inimi abili y, and o ganiza ional suppo componen s (a achchige
e al., 2021; hossain e al., 2021; Kim e al., 2015; Kök e al., 2020; Mahdi e al., 2019; njo oge, 2016;
sup iyadi, 2020; sweis e al., 2018; sya i uddin, 2017). he inal sec ion cap u es he demog aphics o he
esponden s, de ailing hei p o essional and pe sonal pa icula s.
4.3. Pilo s udy and p e- es ing
Be o e he main s udy, a p elimina y es was conduc ed o hone he su ey ins umen . his in ol ed
solici ing expe eedback om sec o s spanning esou ce managemen , logis ics, and ou ism. he c i-
iques and eedback ensu ed he e inemen o s a emen a icula ion and ques ion design, bols e ing
he su ey’s o e all eliabili y and alidi y. as pa o his pilo phase, a subse o 20 ques ionnai es was
Figu e 1. Concep ual amewo k.
cogen BUsiness & ManageMen 7
dis ibu ed, yielding 17 esponses. hese ini ial indings we e ins umen al in e ining he ins umen . he
c onbach’s alpha sco es o he a iables a i med he ins umen ’s eliabili y: while mos la en a iables
mani es ed alpha alues exceeding 0.7, ope a ional esou ces, assu ance, and sus ainable compe i i e
ad an age eco ded alues su passing 0.9 (geo ge & Malle y, 2021).
4.4. Sampling echnique
he s udy adop ed a s a i ied andom sampling modali y o ep esen he di e se ho el landscape o
he Ku dis an egion, speci ically ocusing on he ci ies o e bil, Duhok, and sulaymaniyah. Wi hin his
s a i ied app oach, he p edominan ocus was on manage s o la ge ho els, gi en hei pi o al ole in
he indus y. he ad an age o such s a i ica ion is i s p owess in educing in a-g oup a iance, he eby
enhancing s a is ical p ecision. o main ain ep esen a ion in eg i y, p opo ional alloca ion was employed,
mi o ing he p e alence o each subg oup in he egion. o asce ain he op imal sample size, bo h he
g*Powe analysis and he K ejcie and Mo gan (1970) able we e conside ed. hese me hods ecom-
mended sample sizes o 89 and 136, espec i ely. howe e , ac o ing in po en ial sampling anomalies
and non- esponses, a decision was made o a ge he comp ehensi e popula ion o 209.
4.5. Da a collec ion and analysis
h oughou he su ey’s deploymen phase, 154 esponses we e ecei ed, ansla ing o a 74% esponse
a e. a ho ough e iew o hese submissions e ealed wo incomple e en ies, lea ing 152 alid esponses
(equa ing o a 73% usable a e) o subsequen analyses. Fo he analy ical phase, he pa ial leas squa es
(Pls) pa h modeling echnique, a subse o s uc u al equa ion modeling (seM), was chosen. his
app oach was deemed ap o dissec ing bo h measu emen and s uc u al models, u ilizing he 152
alida ed ques ionnai es (hai e al., 2019).
he s udy’s a ge is o empi ically in es iga e he ac o s ha in luence lsP ho els o main ain hei
compe i i e ad an age in he ho el logis ics indus y o i aqi Ku dis an. in o de o achie e his, he ol-
lowing suppo ing objec i es a e pe cei ed: (1) examining he ela ionship be ween he ho el’s logis ics
esou ces (K&iR, hR, R, and oR), se ice quali y, and sus ainable compe i i e ad an age; (2) examining
he e ec o sQ and sca in lsP; and (3) examining he media ing impac s o sQ on he ela ionship
among logis ics esou ces and he ho el’s sus ainable compe i i e ad an age.
5. Findings
acco ding o hai e al. (2014), who sugges ed ha a minimum sample size o 10–15 obse a ions pe
la en a iable is gene ally accep able o Pls–seM. hus, wi h 10 la en a iables, a sample size o 152
could be conside ed accep able. he esponses we e classi ied in o ea ly and la e esponses, wi h 106
(69.74%) ecei ed wi hin he i s 6 weeks (30.26%) a e . he independen sample - es was used o iden i y
non- esponse bias in he a iables, and le ene’s es o equali y o a iances yielded signi icance alues
abo e 0.05 (goss-sampson, 2019). he independen sample - es e ealed no signi ican di e ences be ween
ea ly and la e esponse g oups, indica ing ha he s udy did no su e om non- esponse bias.
Biases a ising om single-sou ce da a we e me hodically ea ed. o mi iga e po en ial biases, ho el man-
age s we e assu ed o con iden iali y and he s udy’s educa ional in en . he expansion o scale i ems u -
he aims a educing single-sou ce bias. ha man’s single- ac o es , a us ed echnique o add essing
such biases (Kock, 2020), was employed. he esul s demons a ed ha nei he a single ac o no a gene al
ac o p edomina ed in he co a iance o he measu es. Wi h only 35.409% o he a iance a ibu ed o a
single ac o , i was asce ained ha biases om single-sou ce da a we e e ec i ely managed in his s udy.
5.1. Demog aphic esul s
he demog aphics o esponden manage s, including gende , age, educa ional le el, manage ial expe i-
ence, job posi ion, and numbe o pe manen employees a e de ailed in able 1.
14 M. aBDUl-aZiZ ahMaD anD J. Jais
he inal p oposed hypo hesis s a ed in his esea ch es ed he media ing impac o sQ among lR
and sca, and he esul s e ealed ha sQ success ully media ed he e ec s o lR on sca; o he p eced-
ing esea ch alida ed sQ’s media ing ole (Fe nandes e al., 2018; Kankam, 2022; Kusumadewi & Ka yono,
2019; Phaxaisi hide & Banchuen, 2020; Vijaya & Rahayu, 2021; Yus iadi, 2021). he e o e, ho els should
imp o e sQ in he wo kplace o inc ease he impac o logis ics esou ces on sca.
P io o his esea ch, he e had no been a simila in es iga ion ocusing on lR and sca in he
Ku dis an egion o i aq. in addi ion, he media ion e ec o he sQ on he ela ionship be ween lR and
sca was in es iga ed. i highligh ed he signi icance o lR and sQ in in luencing and enhancing ho els’
sca. consequen ly, he indings o his esea ch ha e p ac ical ami ica ions o he i aqi-lis ed ho els,
s akeholde s, manage s, and policymake s.
in con as , mos s udies ha e been conduc ed in de eloped na ions, such as soosay and hyland
(2004) in aus alia and singapo e; Kimu a (2005) in Japan; sakchu chawan e al. (2011) in he U.s.; and
da Mo a Ped osa e al. (2015) in he UK. hose s udies ound ha knowledge and inno a ion ha e a
posi i e e ec on compe i i e ad an age. howe e , his s udy ound ha knowledge and inno a ion
ha e a negligible in luence on sca. he s udy sugges s ha , in he con ex o i aq as a de eloping
na ion, ac o s such as knowledge and inno a ion may no ha e a signi ican impac on sca. in he
Ku dis an egion o i aq, he implemen a ion le el o logis ics knowledge and inno a ion emains low
and inconsis en . hus, he implica ions o his s udy’s indings o ho el manage s in de eloping na ions
a e p ac ical. While o mula ing and implemen ing lR and sQ, policymake s in hese na ions, as well as
in i aq and i aqi-lis ed ho els, can conside he indings o his s udy o inc ease sca.
Fu he mo e, academics a e ela i ely un amilia wi h lR, sca, and sQ in he con ex o de eloping
na ions such as i aq (a achchige e al., 2021; hassan e al., 2020; Kusumadewi & Ka yono, 2019). Mul iple
esea che s and s udies ha e a gued ha mo e esea ch is equi ed on he lR, sca, and sQ (Kankam,
2022; Phaxaisi hide & Banchuen, 2020; Vijaya & Rahayu, 2021).
hus, he indings o his s udy ega ding lR and e ec i e sQ explain how implemen ing lR and u i-
lizing e ec i e sQ a e c ucial o inc easing sca in ho els in he egion. he e ec i e sQ posi i ely medi-
a ed he ela ionship be ween lR and sus ainable compe i i e ad an age, as demons a ed by he esul s
o his esea ch. in addi ion, his s udy has p ac ical implica ions o inc easing sca in ho els. he e o e,
closing he gap in de eloping na ions such as i aq.
7. Implica ions
he p e iously men ioned indings ha e some implica ions o he sca o lsP i ms in ho els in he
Ku dis an egion o i aq. hese implica ions a e discussed in h ee pa s: heo e ical implica ions, me h-
odological implica ions, and p ac ical implica ions.
7.1. Theo e ical implica ions
ensu ing compe i i eness equi es lsPs in he ho el indus y o ocus on hei logis ics se ices. howe e ,
he li e a u e on hei sus ainable compe i i e ad an age emains unde explo ed. his esea ch aims o
en ich he discou se on se ice quali y and sus ainable compe i i e ad an age wi hin he ho el sec o .
While he concep o sus ainable compe i i e ad an age has ga ne ed a en ion since he 1980s, as
highligh ed by Kök e al. (2020), he e has been a no able lack o ocus on logis ics se ice p o ide s.
his esea ch seeks o ill his gap by del ing in o he ac o s ha d i e he compe i i eness o lsP
ho els, e e encing he wo ks o schola s such as Phaxaisi hide and Banchuen (2020) and Mea hawi oon
and Wana a (2022).
Mo eo e , a su ey o exis ing s udies e eals a p onounced emphasis on esou ces and capabili ies
when discussing compe i i e ad an age, o en sidelining he ole o knowledge and inno a ion esou ces.
au ho s such as Ka ia (2018), Khan e al. (2019), Baia e al. (2020), and cáma a Rod igo (2023) ha e pu -
sued his pa h. Recognizing his gap, he p esen s udy in eg a es hese o e looked ac o s, shedding
ligh on he ole o inno a ion, as emphasized by aziz (2017), lambou diè e e al. (2017), Kusumadewi
and Ka yono (2019), Vijaya and Rahayu (2021), and Mea hawi oon and Wana a (2022), in e alua ing he
sus ainable compe i i e ad an age o lsP ho els.
cogen BUsiness & ManageMen 15
Building upon he esou ce-based heo y (RB ), his esea ch b ings in he a iables o knowledge and
inno a ion esou ces, he eby e ining he amewo k o compe i i e ad an age. he inco po a ion o
se ice quali y as a media o o e s a nuanced unde s anding, ad ancing he applica ion o esou ce-based
heo y wi hin he logis ics milieu.
las ly, a unique aspec o his s udy is i s explo a ion o he in e ela ionship be ween knowledge and
inno a ion sou ces, se ice quali y, and sus ainable compe i i e ad an age in he domain o lsP ho els.
While he consensus om pas s udies indica es ha knowledge and inno a ion can signi ican ly bols e
compe i i e ad an age, he cu en indings sugges a mu ed impac in he con ex o lsP ho els. his
obse a ion becomes e en mo e p onounced when jux aposed wi h s udies conduc ed in de eloped
na ions, such as hose by soosay and hyland (2004) and Kimu a (2005). no ably, in he Ku dis an egion,
he implemen a ion o logis ics knowledge and inno a ion is ound o be in i s in ancy.
7.2. Me hodological implica ions
he me hodological signi icance o his s udy is e iden in he c ea ion o measu emen i ems ailo ed o
sus ainable compe i i e ad an age cons uc s in he ho el domain. hese i ems, c a ed a e an ex ensi e
li e a u e e iew, ha e unde gone alida ion by expe s well- e sed in logis ics disciplines. such con ibu-
ions no only ad ance he ield bu also p o ide a ounda ion o u u e esea che s, enabling hem o
del e in o sus ainable compe i i e ad an age ac oss a ious sec o s using he p oposed measu emen s.
7.3. P ac ical implica ions
his s udy’s empi ical ou comes ca y no ewo hy p ac ical implica ions, o e ing a weal h o insigh s o
indus y p o essionals and s akeholde s. By elucida ing he a ious elemen s in luencing compe i i e
ad an age in logis ics, i becomes clea ha logis ics se ice p o ide s (lsPs) can e ine hei manage-
men s a egies and make mo e in o med decisions in logis ics and supply chain managemen . cen al
o hese indings is he ealiza ion o how impe a i e i is o manage ial igu es o alloca e hei esou ces
in a manne ha ampli ies e ec i eness.
Fu he mo e, his s udy accen ua es he manage s’ pe spec i e, ocusing on s a egies ha yield supe-
io se ices. his can be pa icula ly po en when he s a egies e ol e a ound le e aging in angible
asse s— hose ha compe i o s migh ind challenging o eplica e.
on ano he no e, while his esea ch obse ed ha knowledge and inno a ion sou ces migh no ha e
a p o ound impac on se ice quali y di ec ly, he unde lying signi icance o bo h domains as pilla s o
compe i i e ad an age canno be sidelined. P e ious in es iga ions in di e se coun ies unde sco e his.
hus, i ’s pi o al o logis ics se ice p o ide s o s i e o bols e hei pe o mance in hese a eas.
app oaches could encompass o ging join en u es wi h o eign ho el manage s, olling ou
inno a ion-cen ic policies, and en u ing in o acqui ing ad anced logis ics echnologies. in andem wi h
his, he e’s a p essing need o ho els o channel in es men s in o employee aining p og ams, ensu ing
hei wo k o ce is equipped o adep ly manage cu ing-edge logis ics echnologies.
8. Conclusion and limi a ions
his esea ch p ima ily endea o ed o disce n he media ing ole o se ice quali y in linking logis ics
esou ces (lR) o sus ainable compe i i e ad an age (sca) wi hin he ho el indus y o he Ku dis an
egion o i aq. he esul s gleaned om he s udy a i m ha logis ics esou ces, pa icula ly human
esou ces (hR), echnological esou ces ( R), and o ganiza ional esou ces (oR), posi i ely, and signi i-
can ly in luence sca. concu en ly, hese esou ces also signi ican ly impac se ice quali y. se ice qual-
i y was ound o ac as a media o be ween logis ics esou ces and sus ainable compe i i e ad an age,
b idging he wo.
ne e heless, he s udy unea hed ha knowledge and inno a ion esou ces (K&iR) did no exhibi a
disce nible impac on se ice quali y. simila ly, he ela ionship be ween assu ance (asu ) and sus ainable
compe i i e ad an age emained unsuppo ed by he empi ical da a. While he p esen esea ch sheds
16 M. aBDUl-aZiZ ahMaD anD J. Jais
ligh on hese dynamics, i is impe a i e o app oach hese indings wi h a deg ee o ci cumspec ion.
Fu u e esea ch endea o s should e isi hese ela ionships wi h ex ended da ase s, possibly p o iding
a mo e nuanced unde s anding.
he indings unde sco e he need o he Ku dis an egion’s p oac i e go e nmen al in ol emen and
bols e ed suppo . gi en he po en ial o he ou ism indus y o signi ican ly in luence economic dynam-
ics, enhancing se ice quali y o os e sus ainable compe i i e ad an age becomes pa amoun . his
necessi a es a dual ocus: on he esou ces d i ing quali y and on he quali y i sel . hence, he indings
p o ide a cla ion call o ho elie s and policymake s o p io i ize se ice quali y as a i al cog in he
de elopmen al machine y.
howe e , he cu en s udy is no wi hou i s limi a ions. he applicabili y o i s indings is con ined
p edominan ly o he ho el sec o in he Ku dis an egion. While his p o ides a deep di e in o his spe-
ci ic sec o , i emains na ow in i s b oade applicabili y. he c oss-sec ional na u e o his esea ch,
combined wi h he ela i ely limi ed sample size, poses challenges in gene alizing he indings ac oss
di e se o ganiza ional s uc u es o ac oss ime.
Fu u e esea ch endea o s migh bene i om cas ing a wide ne and inco po a ing o he se ice
sec o s wi hin he Ku dis an ambi , hus p o iding a mo e comp ehensi e pe spec i e. addi ionally, con-
side ing he ho el indus y’s inhe en di e si y, in eg a ing con ol a iables like ho el s a a ings o size
may p o ide iche insigh s. ano he po en ially enligh ening a enue could be o del e in o he se ice
quali y pe cep ion chasm, i any, be ween gues s and manage s and i s implica ions o ho el sca.
o e all, he s udy sheds ligh on how logis ics esou ces, se ice quali y, and sus ainable compe i i e
ad an age in e ac in he Ku dis an ho el indus y. Fu he mo e, i se es as a ounda ion, indica ing he
need o mo e de ailed and speci ic esea ch in his a ea. he s udy indings also add o he exis ing
knowledge base and highligh po en ial a enues o u u e explo a ion and analysis in he ield.
Disclosu e s a emen
no po en ial con lic o in e es was epo ed by he au ho (s).
Abou he au ho s
Mohammed Abdul-Aziz Ahmad a PhD candida e a Uni en, esea ches logis ics esou ce managemen and hR
managemen , wi h wo k in in e na ional jou nals.
Ju ai a Jais a senio lec u e a Uni en, ocuses on wo k-li e p ac ices, wo kplace lexibili y, and agili y, wi h he
publica ions in in e na ional e e eed jou nals.
ORCID
Mohammed abdul-aziz ahmad h p://o cid.o g/0000-0003-1648-1139
Ju ai a Jais h p://o cid.o g/0000-0001-8846-4747
Re e ences
ahimbisibwe, a., omudang, s., usiime, W., & umuhai we, R. (2016). in o ma ion echnology capabili y, adop ion,
logis ics se ice quali y and he pe o mance o hi d pa y logis ics p o ide s. In e na ional Jou nal o Ope a ions
and Logis ics Managemen , 5(1), 1–20.
al-gasawneh, J. a., anua , M. M., Dacko-Pikiewicz, Z., & sapu a, J. (2021). he impac o cus ome ela ionship man-
agemen dimensions on se ice quali y. Polish Jou nal o Managemen S udies, 23(2), 24–41. h ps://doi.o g/10.17512/
pjms.2021.23.2.02
ali, B. J., ga di, B., o hman, B. J., ahmed, s. a., ismael, n. B., hamza, P. a., aziz, h. M., sabi , B. Y., so guli, s., & anwa ,
g. (2021). ho el se ice quali y: he impac o se ice quali y on cus ome sa is ac ion in hospi ali y. In e na ional
jou nal o enginee ing, business and Managemen , 5(3), 14–28. h ps://doi.o g/10.22161/ijebm.5.3.2
al-Ja , W., ahmed, Y., & Faeq, D. (2020). impac o ho el se ice quali y on a ac ing ou is and achie ing hei loy-
al y: a case s udy o ho el indus y in Ku dis an Region. The A ab Jou nal o Managemen , 40(4), 323–336.
ameen, R. (2022). he impac o human esou ce managemen p ac ices on achie ing he compe i i e ad an age o
o ganiza ions. Wo ld Economics and Finance Bulle in, 14, 102–108.
cogen BUsiness & ManageMen 17
a achchige, J. J. g., singh, D., & Wee asoo iya, W. a. (2021). examining he ela ionship be ween compe i i e capabil-
i y and pe cei ed se ice quali y in uni e si y lib a ies. Jou nal o he Uni e si y Lib a ians Associa ion o S i Lanka,
24(1), 1–38. h ps://doi.o g/10.4038/jula. 24i1.8042
a shad, a. M., & su, Q. (2015). in e linking se ice deli e y inno a ion and se ice quali y: a concep ual amewo k.
Jou nal o Applied Business Resea ch (JABR), 31(5), 1807–1822. h ps://doi.o g/10.19030/jab . 31i5.9393
aziz, Z. a. (2017). The ela ionship be ween esou ce, capabili y, inno a ion, logis ics pe o mance, and compe i i e ad an-
age [Doc o al disse a ion]. Uni e si i Malaysia Kelan an.
Baia, e., Fe ei a, J. J., & Rod igues, R. (2020). Value and a eness o esou ces and capabili ies as sou ces o compe -
i i e ad an age and supe io pe o mance. Knowledge Managemen Resea ch & P ac ice, 18(3), 249–262. h ps://doi.
o g/10.1080/14778238.2019.1599308
Baki zoglou, P., V yoni, s., & ioannou, P. (2018). ho el spa manage s’ pe cep ions o se ice quali y in g eece. Se bian
Jou nal o Managemen , 13(2), 323–334. h ps://doi.o g/10.5937/sjm13-13687
Ba ney, J. (1991). Fi m esou ces and sus ained compe i i e ad an age. Jou nal o Managemen , 17(1), 99–120. h ps://
doi.o g/10.1177/014920639101700108
Ba ney, J. (1995). looking inside o compe i i e ad an age. Academy o Managemen Pe spec i es, 9(4), 49–61.
Re ie ed om h ps://www.js o .o g/s able/4165288 h ps://doi.o g/10.5465/ame.1995.9512032192
Ba ney, J., & cla k, D. n. (2007). Resou ce-based heo y: C ea ing and sus aining compe i i e ad an age (1s ed.) ox o d
Uni e si y P ess.
Boonklum, n., Ra anawiboonsom, V., & Kho chu klang, s. (2020). he ela ionship be ween esou ce and capabili y
e ec s on he expo e ’s compe i i e ad an age: hai canned and p ocessed sea ood expo e s. ABAC Jou nal,
40(4), 39–57.
cáma a Rod igo, i. (2023). Fi m esou ces and capabili ies and hei impac on sus ainabili y: he case o iKea.
chaniago, Y. M. Z., & Mudjia djo, l. a. (2021). he e ec o se ice di e ence and logis ic se ice quali y on compe -
i i e ad an age and impac on ma ke ing pe o mance. In e na ional Jou nal o Inno a i e Science and Resea ch
Technology, 6, 917–924.
chen, K. W., ouyang, Y., huang, Y. c., & lee, . l. (2016). he s udy on he se ice quali y and sa is ac ion o public
ho sp ing ho els. In e na ional Jou nal o O ganiza ional Inno a ion, 9(1), 187.
che aghalizadeh, R., & üme , M. (2017). he e ec o applied esou ces on compe i i e ad an age in ho els:
Media ion and mode a ion analysis. Jou nal o Hospi ali y and Tou ism Managemen , 31, 265–272. h ps://doi.
o g/10.1016/j.jh m.2017.04.001
chin, W. W. (1998). commen a y: issues and opinion on s uc u al equa ion modeling. MIS Qua e ly, 22(1), 10.
ch is ophe , M. (2022). Logis ics and supply chain managemen . Pea son.
cohen, J. (1988). S a is ical powe analysis o he beha io al sciences (Second Edi). law ence e lbaum associa es,
Publishe s.
da Mo a Ped osa, a., Blaze ic, V., & Jasmand, c. (2015). logis ics inno a ion de elopmen : a mic o-le el pe spec i e.
In e na ional Jou nal o Physical Dis ibu ion & Logis ics Managemen , 45(4), 313–332. h ps://doi.o g/10.1108/
iJPDlM-12-2014-0289
Dai, J., che, W., lim, J. J., & shou, Y. (2020). se ice inno a ion o cold chain logis ics se ice p o ide s: a mul iple-case
s udy in china. Indus ial Ma ke ing Managemen , 89, 143–156. h ps://doi.o g/10.1016/j.indma man.2019.08.002
e angelis a, P., Kian o, a., hussinki, h., Vanhala, M., & nisula, a. M. (2023). Knowledge-based human esou ce man-
agemen , logis ics capabili y, and o ganiza ional pe o mance in small Finnish logis ics se ice p o ide s. Logis ics,
7(1), 12. h ps://doi.o g/10.3390/logis ics7010012
Fauzi, M. a. (2022). Pa ial leas squa e s uc u al equa ion modelling (Pls-seM) in knowledge managemen s udies:
Knowledge sha ing in i ual communi ies. Knowledge Managemen and E-Lea ning: An In e na ional Jou nal, 14(1),
103–124. h ps://doi.o g/10.34105/j.kmel.2022.14.007
Fe nandes, D. W., Moo i, R. g., & Vi o ino Filho, V. a. (2018). logis ic se ice quali y as a media o be ween
logis ics capabili ies and cus ome sa is ac ion. Re is a de Ges ão, 25(4), 358–372. h ps://doi.o g/10.1108/Rege-01-2018-0015
Fo nell, c., & la cke , D. F. (1981). e alua ing s uc u al equa ion models wi h unobse able a iables and measu e-
men e o . Jou nal o Ma ke ing Resea ch, 18(1), 39–50. h ps://doi.o g/10.1177/002224378101800104
geo ge, D., & Malle y, P. (2021). IBM SPSS s a is ics 27 s ep by s ep: A simple guide and e e ence (17 h ed.). Rou ledge.
goss-sampson, M. (2019). s a is ical analysis in JasP: a guide o s uden s.
gup a, a., & singh, R. K. (2020). Managing ope a ions by a logis ics company o sus ainable se ice quali y: indian
pe spec i e. Managemen o En i onmen al Quali y: An In e na ional Jou nal, 31(5), 1309–1327. h ps://doi.
o g/10.1108/MeQ-11-2019-0246
gup a, a., singh, R. K., & su i, P. K. (2018). sus ainable se ice quali y managemen by logis ics se ice p o ide s: an
indian pe spec i e. Global Business Re iew, 19(3_suppl), s130–s150. h ps://doi.o g/10.1177/0972150918758098
hai , J. F., hul , g. . M., Ringle, c. M., & sa s ed , M. (2014). A p ime on pa ial leas squa es s uc u al equa ion mod-
eling (PLS-SEM). sage Publica ions.
hai , J. F., hul , g. . M., Ringle, c. M., & sa s ed , M. (2022). a p ime on pa ial leas squa es s uc u al equa ion
modeling (Pls-seM). Sage publishing (3 d ed.). sp inge na u e.
hai , J. F., hul , g. . M., Ringle, c. M., sa s ed , M., Danks, n. P., & Ray, s. (2021). Pa ial leas squa es s uc u al equa-
ion modeling (Pls-seM) using R. Sp inge na u e.
18 M. aBDUl-aZiZ ahMaD anD J. Jais
hai , J. F., J , howa d, M. c., & ni zl, c. (2020). assessing measu emen model quali y in Pls-seM using con i ma o y
composi e analysis. Jou nal o Business Resea ch, 109, 101–110. h ps://doi.o g/10.1016/j.jbus es.2019.11.069
hai , J. F., Rishe , J. J., sa s ed , M., & Ringle, c. M. (2019). When o use and how o epo he esul s o Pls-seM.
Eu opean Business Re iew, 31(1), 2–24. h ps://doi.o g/10.1108/eBR-11-2018-0203
hasan, h., aziz, Z. a., & no din, n. i. a. (2021). Resou ces and in o ma ion echnology owa ds ope a ional pe o -
mance in logis ic i m. FKP Pos g adua e Resea ch Colloquium, 145–154.
hassan, a. R., Mus a a, h. a., & ismael, g. a. (2020). he impac o ou ism se ice quali y in imp o ing men al im-
age y: a s udy o ou ism companies in e bil, Ku dis an Region o i aq. In e na ional Jou nal o Psychosocial
Rehabili a ion, 24(5), 2889–2900. h ps://doi.o g/10.37200/iJPR/V24i5/PR201994
hossain, M. s., hussain, K., Kannan, s., & Kunju Raman nai , s. K. (2022). De e minan s o sus ainable compe i i e
ad an age om esou ce-based iew: implica ions o ho el indus y. Jou nal o Hospi ali y and Tou ism Insigh s,
5(1), 79–98. h ps://doi.o g/10.1108/Jh i-08-2020-0152
hossain, M. s., Kannan, s. n., & Raman nai , s. K. K. (2021). Fac o s in luencing sus ainable compe i i e ad an age in
he hospi ali y indus y. Jou nal o Quali y Assu ance in Hospi ali y & Tou ism, 22(6), 679–710. h ps://doi.o g/10.108
0/1528008X.2020.1837049
hussain, a., Bilal, M., & shabbi , s. (2021). he media ing ole o mobile banking be ween se ice quali y and adap-
i e pe o mance o Manage s in sMes. Bulle in o Business and Economics (BBE), 10(2), 136–146.
Kankam, g. (2022). inno a i e ela ionship ma ke ing and se ice quali y owa d compe i i e ad an age among
ghanaian banks. Malaysian E Comme ce Jou nal, 6(1), 36–43. h ps://doi.o g/10.26480/mecj.01.2022.36.43
Ka ia, n. (2018). Knowledge esou ces, echnology esou ces and compe i i e ad an age o logis ics se ice p o ide s.
Knowledge Managemen Resea ch & P ac ice, 16(4), 451–463. h ps://doi.o g/10.1080/14778238.2018.1521541
Ka ia, n. (2022). halal logis ics: P ac ices, in eg a ion and pe o mance o logis ics se ice p o ide s. Jou nal o Islamic
Ma ke ing, 13(1), 100–118. h ps://doi.o g/10.1108/JiMa-08-2018-0132
Khan, s. Z., Yang, Q., & Waheed, a. (2019). in es men in in angible esou ces and capabili ies spu s sus ainable com-
pe i i e ad an age and i m pe o mance. Co po a e Social Responsibili y and En i onmen al Managemen , 26(2),
285–295. h ps://doi.o g/10.1002/cs .1678
Khansa, h. a. M. e. e. D., si wan, K., & sala , l. (2022). ou is s a i ude and pe cep ion owa d u al ou ism de el-
opmen . P oEn i onmen P omediu, 15(50), 221–228.
Kim, s. c., lee, J. s., & shin, K. i. (2015). he impac o p ojec managemen asse s on he VRio cha ac e is ics o PM
p ocess o compe i i e ad an age. In e na ional Jou nal o P oduc i i y and Quali y Managemen , 15(2), 153–168.
h ps://doi.o g/10.1504/iJPQM.2015.067760
Kimu a, . (2005). logis ics inno a ion h ough ou sou cing. Japanese Economy, 33(3), 91–118. h ps://doi.o g/10.2753/
Jes1097-203X320305
Kock, n. (2020). ha man’s single ac o es in Pls-seM: checking o common me hod bias. Da a Analysis Pe spec i es
Jou nal, 2(2), 1–6.
Kök, g. ., ayaz, İ. s., & Kasapoğlu, e. B. (2020). analyzing compe i i e ad an age ac o s o logis ics se ice p o ides:
a case s udy o iZMiR egion. Me sin Uni e si y Jou nal o Ma i ime Facul y, 2(2), 62–76. h ps://doi.o g/10.47512/
meujma .808323
K ejcie, R. V., & Mo gan, D. W. (1970). De e mining sample size o esea ch ac i i ies. Educa ional and Psychological
Measu emen , 30(3), 607–610. h ps://doi.o g/10.1177/001316447003000308
Kukanja, M., & Planinc, . (2018). in luence o manage s’ pe cep ions o quali y on es au an ope a ional p o i abili y:
e idence om slo enian sMes. Tou ism: An In e na ional In e disciplina y Jou nal, 66(2), 115–120.
Kusumadewi, R. n., & Ka yono, o. (2019). impac o se ice quali y and se ice inno a ions on compe i i e ad an age
in e ailing. Budapes In e na ional Resea ch and C i ics Ins i u e (BIRCI-Jou nal): Humani ies and Social Sciences, 2(2),
366–374. h ps://doi.o g/10.33258/bi ci. 2i2.306
lambe , D. M., & s ock, J. R. (1993). S a egic logis ics managemen (Vol. 69). i win.
lambou diè e, e., Rebolledo, c., & co bin, e. (2017). explo ing sou ces o compe i i e ad an age among logis ics
se ice p o ide s in he ame icas. Supply Chain Fo um: An In e na ional Jou nal, 18(1), 36–45. h ps://doi.o g/10.10
80/16258312.2017.1283936
lau én, . (2023). capabili ies and compe encies as a sou ce o compe i i e ad an age in a ma u e ma ke .
louis, K. D. (2017). Wo king Capi al Managemen , Se ice Quali y and Financial Pe o mance o Ho els in Kampala [PhD
disse a ion]. Make e e Uni e si y.
lyu, g., chen, l., & huo, B. (2019). logis ics esou ces, capabili ies and ope a ional pe o mance: a con ingency and
con igu a ion app oach. Indus ial Managemen & Da a Sys ems, 119(2), 230–250. h ps://doi.o g/10.1108/
iMDs-01-2018-0024
Mago a, g. B., & Kessy, s. s. (2020). e ec s o human esou ces managemen p ac ices on supply chain lexibili y:
e idence om ou is ho els in anzania. Business Managemen Re iew, 23(1), 31–53.
Mahdi, o. R., nassa , i. a., & almsa i , M. K. (2019). Knowledge managemen p ocesses and sus ainable compe i i e
ad an age: an empi ical examina ion in p i a e uni e si ies. Jou nal o Business Resea ch, 94, 320–334. h ps://doi.
o g/10.1016/j.jbus es.2018.02.013
Mao, h., liu, s., Zhang, J., & Deng, Z. (2016). in o ma ion echnology esou ce, knowledge managemen capabili y,
and compe i i e ad an age: he mode a ing ole o esou ce commi men . In e na ional Jou nal o In o ma ion
Managemen , 36(6), 1062–1074. h ps://doi.o g/10.1016/j.ijin omg .2016.07.001
cogen BUsiness & ManageMen 19
Mea hawi oon, c., & Wana a , s. (2022). c ea ing a compe i i e ad an age o logis ics se ice p o ide s in hailand
by chanchai Mea hawi oon and sawa Wana a h ough he applica ion o logis ics se ice capabili y, o al quali-
y managemen , and inno a ion. Kase sa Applied Business Jou nal, 16(25), 103–125.
Memon, M. a., cheah, J.-h., Ramayah, ., ing, h., & chuah, F. (2018). Media ion analysis issues and ecommenda ions.
Jou nal o Applied S uc u al Equa ion Modeling, 2(1), i–ix. h ps://doi.o g/10.47263/JaseM.2(1)01
Mi opoulou, a. D., & soul as, g. . (2021). Using a modi ied seRVQUal app oach o assess he quali y o supply
chain se ices in g eek online supe ma ke s. Logis ics, 5(4), 69. h ps://doi.o g/10.3390/logis ics5040069
Mu ii hi, R., nga i, J. M., & Mwangi, Z. M. (2023). echnology o ien a ion and sus ained compe i i e ad an age in s a
a ed ho els in Kenya. The Uni e si y Jou nal, 5(1), 131–142. h ps://doi.o g/10.59952/ uj. 5i1.136
nie es, J., & Quin ana, a. (2018). human esou ce p ac ices and inno a ion in he ho el indus y: he media ing ole
o human capi al. Tou ism and Hospi ali y Resea ch, 18(1), 72–83. h ps://doi.o g/10.1177/1467358415624137
njo oge, K. n. (2016). e ec o se ice Quali y on sus ainable compe i i e ad an age in he Mobile elecommunica ions
indus y in nai obi coun y [Doc o al disse a ion]. Uni ed s a es, in e na ional Uni e si y-a ica.
no din, n. i. a., no din, n. h., no din, n. n., abdul aziz, Z., & hasan, h. (2022). e ec o in o ma ion echnology o
esou ces and ope a ional pe o mance in logis ics se ice p o ide (lsP). in In e na ional Con e ence on En ep eneu ship,
Business and Technology (pp. 299–311). sp inge na u e singapo e. h ps://doi.o g/10.1007/978-981-99-2337-3_26
o o i, D., & appiah-nimo, c. (2022). Rela ionship managemen , compe i i e ad an age and pe o mance o ho els: a
esou ce-based iew. Jou nal o A ican Business, 23(3), 712–730. h ps://doi.o g/10.1080/15228916.2021.1924573
Özbağ, g. K., & a slan, o. (2020). a esou ce-based heo y pe spec i e o logis ics. in Handbook o esea ch on he
applica ions o in e na ional anspo a ion and logis ics o wo ld ade (pp. 195–209). igi global. h ps://doi.
o g/10.4018/978-1-7998-1397-2.ch011
Papademe iou, c., anas asiadou, s. D., & Kon eos, g. (2022). he e ec o human esou ce managemen p ac ices
on he quali y o se ice, cus ome sa is ac ion, and o ganiza ional pe o mance in cyp io U ban ho el indus y.
CEUR Wo kshop P oceedings, 3293, 342–352.
Pa asu aman, a., Zei haml, V. a., & Be y, l. l. (1985). a concep ual model o se ice quali y and i s implica ions o
u u e esea ch. Jou nal o Ma ke ing, 49(4), 41–50. h ps://doi.o g/10.1177/002224298504900403
Pengman, h., Melan, M., & hanan, s. a. (2022). a e iew on he ole o logis ics se ice p o ide s in global supply
chain owa ds compe i i e ad an age [Pape p esen a ion]. aiP con e ence P oceedings [Pape p esen a ion]. in
(Vol. 2644, no. 1, p. 030014). aiP Publishing llc. h ps://doi.o g/10.1063/5.0104078
Pe e a , M. a. (1993). he co ne s ones o compe i i e ad an age: a esou ce‐based iew. S a egic Managemen
Jou nal, 14(3), 179–191. h ps://doi.o g/10.1002/smj.4250140303
Phaxaisi hide , ., & Banchuen, P. (2020). he in luence o logis ics lexibili y and logis ics se ice quali y on compe -
i i e ad an age o logis ics se ice use s in special economic zone, lao PDR. Message om he P esiden o Suan
Sunandha Rajabha Uni e si y, 59–72.
sakchu chawan, s., hong, P. c., callaway, s. K., & Kunna hu , a. (2011). inno a ion and compe i i e ad an age: Model and
implemen a ion o global logis ics. In e na ional Business Resea ch, 4(3), 10–21. h ps://doi.o g/10.5539/ib . 4n3p10
sa s ed , M., Ringle, c. M., & hai , J. F. (2021). Pa ial leas squa es s uc u al equa ion modeling. Handbook o ma ke
esea ch (pp. 587–632). sp inge in e na ional Publishing.
soosay, c. a., & hyland, P. W. (2004). D i ing inno a ion in logis ics: case s udies in dis ibu ion cen es. C ea i i y and
Inno a ion Managemen , 13(1), 41–51. h ps://doi.o g/10.1111/j.1467-8691.2004.00292.x
sugia no, Y., & no i a, D. (2022). Resou ces-Based View (RBV) as a s a egy o company compe i i e ad an age: a
li e a u e Re iew. in in e na ional con e ence on economics Business Managemen and accoun ing, (icoeMa)
(Vol. 1, pp. 656–666).
sugiono, a., Masyku oh, e., sungkawa i, e., se yadji , s., Dahliani, l., Yus ina, i., Yogop iya no, J., & he mawa i, i.
(2023). De eloping model o logis ics capabili y, supply chain policy on logis ics in eg a ion and compe i i e
ad an age o sMes. Unce ain Supply Chain Managemen , 11(3), 1009–1018. h ps://doi.o g/10.5267/j.
uscm.2023.4.021
suleiman, s., & abdulkadi , Y. (2022). Pa ial leas squa e s uc u al equa ion modelling (Pls-seM) o pa ien sa is ac-
ion on se ice quali y in Ka sina Public hospi als. Asian Jou nal o P obabili y and S a is ics, 17(3), 49–60. h ps://
doi.o g/10.9734/ajpas/2022/ 17i330426
sup iyadi. (2020). s a egic sus ainable compe i i e ad an ages o i ms pe o mance. In e na ional Jou nal o Business
and Managemen In en ion (IJBMI), 9(3), 25–37.
sweis, R. J., elian, M., alawneh, a. R., & sweis, n. J. (2018). he impac o se ice quali y on sus ainable compe i i e
ad an age: s udy on Jo danian heal h insu ance companies. In e na ional Jou nal o Business Excellence, 16(2), 162–
176. h ps://doi.o g/10.1504/iJBeX.2018.10015929
sya i uddin, D. (2017). compe i i e ad an age on ho el indus y in Pekanba u. In e nasional Business Managemen ,
11(2), 397–406.
akwi, F. M., & Ma is, a. a. (2020). he e ec s o logis ic managemen on en e p ise pe o mance: a case o gas
depo a em in Yaounde came oon. Ame ican Jou nal o Ope a ions Managemen and In o ma ion Sys ems, 5(3),
41–48. h ps://doi.o g/10.11648/j.ajomis.20200503.12
aniye , a., Qo’ziboye , B., & shuku o , i. (2023). he impo ance o economy in se ice sec o o Uzbekis an. Bes
Jou nal o Inno a ion in Science, Resea ch and De elopmen , 2(4), 22–27.
20 M. aBDUl-aZiZ ahMaD anD J. Jais
ukamuhabwa, B., Mu ebi, h., & Kyomuhendo, R. (2021). compe i i e ad an age in sMes: e ec o supply chain
managemen p ac ices, logis ics capabili ies and logis ics in eg a ion in a de eloping coun y. Jou nal o Business
and Socio-Economic De elopmen , 3(4), 353–371. h ps://doi.o g/10.1108/JBseD-04-2021-0051
Vijaya, a. P., & Rahayu, M. (2021). he e ec o p oduc inno a ion and se ice quali y on compe i i e ad an age
media ed by company image (s udy a P . oYo a as a Mo o in Malang Raya). In e na ional Jou nal o Business,
Economics and Law, 24(4), 148–154.
Wa e s, D. (2021). logis ics an in oduc ion o supply chain managemen . Palg a e Macmillan.
We ne el , B. (1984). a esou ce iew based o he i m. S a egic Managemen Jou nal, 5(2), 171–180. Re ie ed om
h p://links.js o .o g/sici?sici=0143-2095%28198404/06%295%3a2%3c171%3aaRVo F%3e2.0.co%3B2-l%0a
h ps://doi.o g/10.1002/smj.4250050207
Wije unge, W. a. D. s. (2016). se ice quali y, compe i i e ad an age and business pe o mance in se ice p o iding
sMes in s i lanka. In e na ional Jou nal o Scien i ic and Resea ch Publica ions, 6(7), 720–728.
Yu, K., cadeaux, J., & song, h. (2017). Flexibili y and quali y in logis ics and ela ionships. Indus ial Ma ke ing
Managemen , 62, 211–225. h ps://doi.o g/10.1016/j.indma man.2016.09.004
Yus iadi, Y. (2021). he in luence o human Resou ces and in as uc u e on se ice P ocess and se ice Quali y.
P oceedings o he In e na ional Con e ence on Indus ial Enginee ing and Ope a ions Managemen , 3305. h ps://doi.
o g/10.31219/os .io/4k6wn
Appendix Ques ionnai e su ey.
Ques ionnai e su ey
no s udy a iables
Measu emen
i ems sou ce
Logis ics esou ces
1. Knowledge and inno a ion sou ces
1We ollow all kinds o logis ics ela ed
inno a ions.
K&iR1 Mao e al. (2016); aziz (2017); nie es and Quin ana
(2018); singjai e al. (2018); Mea hawi oon and
Wana a (2022); Kankam (2022); e angelis a e al.
(2023)
2We adap he inno a ions ela ed o
logis ics o ou business.
K&iR2
3We a e a business ha applies i s s he
logis ics decisions.
K&iR3
4We ha e he abili y o de elop new
logis ics se ices (using ecycled
ma e ials and mee ing he wishes o
cus ome s).
K&iR4
5Logis ics employees can sol e he p oblems
encoun e ed in he sho es ime.
K&iR5
2. Human esou ces
1We ha e a su icien numbe o employees
o ca y ou logis ics ac i i ies.
HR1 Mao e al. (2016); nie es and Quin ana (2018);
singjai, Wina a, and Kumme (2018); Mago a and
Kessy (2020); Boonklum e al. (2020); sup iyadi
(2020); Hasan e al. (2021); no din e al. (2022);
ameen (2022)
2ou employees ha e he necessa y
quali ica ions and skills o logis ics
ac i i ies.
HR2
3 he e is a posi i e cycle among employe s,
employees, and cus ome s.
HR3
4ou ho el p o ides compulso y aining o
upg ade pe o mance o employees.
HR4
5 he aining plan o ou ho el includes
aining needs, goals, and objec i es.
HR5
3. echnological esou ces
1We ha e he necessa y echnology (in e ne ,
sma oom keys, e c.) o logis ics.
R1 Mao e al. (2016); nie es and Quin ana (2018); Hasan
e al. (2021); Hossain e al. (2021); no din e al.
(2022); Mu ii hi e al. (2023)
2au oma ion p og ams (Fidelio, ope a, e c.)
a e used in ou ho el.
R2
3in ou ho el, we use managemen
in o ma ion sys ems (eRP, wa ehouse
managemen , anspo a ion
managemen , eDi, e u n managemen ,
e c).
R3
4We ha e enough compu e s o logis ics. R4
(Con inued)
cogen BUsiness & ManageMen 21
Ques ionnai e su ey
no s udy a iables
Measu emen
i ems sou ce
5Compu e so wa e used o logis ics in ou
ho el is up- o-da e so wa e.
R5
6ou ho el keeps pace wi h he echnological
de elopmen in collec ing in o ma ion
on logis ical ac i i ies.
R6
7all uni s in ou ho el pa icipa e in he
collec ion o in o ma ion ela ed o
logis ics ac i i ies.
R7
4. ope a ional esou ces
1We ha e enough s o age space o logis ical
ac i i ies.
oR1 aziz (2017); Hasan e al. (2021); Kök e al. (2020);
no din e al. (2022)
2 he e a e all kinds o ools ( anspo a ion
ehicles, cabine s, shel es, e c.) in ou
wa ehouses used in logis ics ac i i ies.
oR2
3Deli e ies a e as in ou business. oR3
4Logis ics ac i i ies a e suppo ed by eam
wo k in ou business.
oR4
5We ha e he inancial esou ces necessa y
o logis ics ac i i ies.
oR5
6in ou logis ics ac i i ies, he e is
coo dina ion (pe o ming he ope a ions
such as supply, s o age, anspo a ion in
ha mony).
oR6
se ice quali y
1. angibles njo oge (2016); Wije unge (2016); Louis (2017); sweis
e al. (2018); al-Ja e al. (2020); al-gasawneh e al.
(2021); Mi opoulou and soul as (2021);
Papademe iou e al. (2022); Kankam (2022)
1ou ho el has up- o-da e acili ies. an1
2ou ho el building and i s deco a ions a e
e y a ac i e.
an2
3ou ho el employees a e well d essed and
appea nea .
an3
2. Reliabili y
1ou p omises o ou cus ome s a e hones
and implemen ed in a imely manne .
Rel1
2ou ho el keeps i s eco ds accu a ely. Rel2
3ou ho el p o ides i s se ices a he ime i
p omises o do so.
Rel3
3. Responsi eness
1ou ho el’s does ell cus ome s a e in o med
o he exac da es o se ice p o ision.
Resp1
2ou ho el s a s a e always willing o help
cus ome s.
Resp2
3ou ho el’s employees espond o cus ome
eques s p omp ly.
Resp3
4. assu ance
1We ha e high con idence in ou ho el s a . asu 1
2ou ho el employees know well hei jobs
o help cus ome s.
asu 2
3ou ho el gi es adequa e suppo o i s
employees o he pu pose o aising
hei le el o pe o mance.
asu 3
5. empa hy
1ou ho el s a is amilia wi h he
equi emen s and needs o all cus ome s.
emp1
2ou ho el s a akes in o accoun he
in e es s o cus ome s in he ype o
se ice.
emp2
3ou ho el has ope a ing hou s con enien
o all hei cus ome s.
emp3
6. senso y
1ou ho el se es quali y ood wi h a high
deg ee o excellence in i s p esen a ion.
sen1
2ou ho el’s esh ood is se ed consis en ly
and wi h an uncommon deg ee o isual
appeal and delicacy.
sen2
sus ainable compe i i e ad an age
Appendix Table 1. Con inued.
(Con inued)
22 M. aBDUl-aZiZ ahMaD anD J. Jais
Ques ionnai e su ey
no s udy a iables
Measu emen
i ems sou ce
1. Value Kim e al. (2015); njo oge (2016); sya i uddin (2017);
sweis e al. (2018); Mahdi e al. (2019); Kök e al.
(2020); sup iyadi (2020); a achchige e al. (2021);
Hossain e al. (2021)
1ou ho el se ices ha e a high le el o
pe o mance.
sCa1
2ou ho el esponds e ec i ely o he
e e -changing demands o ou
cus ome s.
sCa2
3ou ho el is able o quickly handle
cus ome complain s.
sCa3
4 he p o i s o ou ho el ha e inc eased o
he yea s om 2017 o he end o 2019.
sCa4
5 he e enues o ou ho el a e be e
compa ed o compe ing ho els.
sCa5
6 he epu a ion and posi ion o ou ho el in
he ma ke has imp o ed o e he pas
h ee yea s.
sCa6
7ou ho el has be e ad an ages o e
compe ing ho els o e he pas h ee
yea s.
sCa7
2. Ra i y
1ou ho el se ices o cus ome s a e
dis inguished.
sCa1
2ou ho el has unique esou ces and
capabili ies ha enable i o compe e
wi h compe i o s.
sCa2
3ou ho el s a has an ou s anding skill o
sa is y cus ome s.
sCa3
4ou ho el uses a e echniques in cus ome
se ice.
sCa4
5 he na u e o he se ices p o ided o
cus ome s is di e en om o he ho els
wi h he same le el o s a s.
sCa5
3. inimi abili y
1ou ho el has a his o ical na u e. sCa1
2i is no possible o imi a e he his o y o
ou ho el.
sCa2
3 he o ganiza ional cul u e o ou ho el
di e s om o he ho els.
sCa3
4ou ho el’s o ganiza ional cul u e is be e
han he compe i o s a he same le el
o s a s.
sCa4
5 he echnology used in ou ho el is ha d o
imi a e.
sCa5
6 he echnology used in ou ho el when
p o iding se ices is be e han o he
ho els wi h he same le el o s a s.
sCa6
4. o ganiza ional suppo
1 he op managemen in ou ho el suppo s
he employees.
sCa1
2 he senio managemen o ou ho el is
keen on aining and de eloping i s
employees.
sCa2
3ou ho el has a be e o ganiza ional
s uc u e han o he ho els o he same
s a le el.
sCa3
4 he con ol sys em in ou ho el is be e
han he compe i o s.
sCa4
5 he e is a ewa d sys em in ou ho el o
encou age inno a o s and c ea i e
employees.
sCa5
Appendix Table 1. Con inued.
