Does Intellectual Capital Boost Firm Resilience Capability? Conceptualizing Logistic Service Quality as a Moderating Factor Between Resilience Capability and Firm Performance

The increasing number of catastrophic events has relentlessly disrupted production and distribution processes across the globe. To address this issue, the current study developed a research model that combines factors such as human capital, relational capital, structural capital, HR practices, risk management capability, and artificial intelligence to investigate logistic firm resilience capability. The research design was based on quantitative methods. Data were collected from logistic managers. A total of 213 questionnaires were retrieved for the research survey. Statistical findings revealed that human capital, relational capital, structural capital, HR practices, and artificial intelligence explained R2 86.5% of the variance in logistic firm resilience capability. Nevertheless, the relationship between risk management and resilience capabilities was found to be insignificant. On the other hand, logistic service quality and firm resilience capability explained R2 79.5% of the variance in logistic firm performance. Practically, this study suggests that adequate logistic service quality, appropriate intellectual capital, good HR practices, and the deployment of artificial intelligence in logistic operations could boost firm resilience capability, resulting in better performance during catastrophic events. The present study is original in that it investigated logistic firms’ resilience capability with intellectual capital, HR practices, and artificial intelligence. Another unique aspect of this study is that it established the moderating impact of logistic service quality on the relationship between logistic firm resilience capability and firm performance.