Track: Service Engineering and Service Management

Abstract

Service climate constitutes a critical factor for logistics service provider (LSP) as a service company especially during COVID-19 pandemic in order developing its supply chain resilience and performance. Service climate refers to logistics service providers (LSP) employees' perceptions about how their companies appreciate them if they provided the excellent service for their customers. Supply chain resilience refers to capability of logistics service providers (LSP) in preventing disruptions and reducing the impact of disruptions in accordance with the extent of their readiness, quick response, and recovery. Whereas the performance relates to the logistics service providers’ achievement in certain period in terms of operation cost, service level, service speed, and customer value. The study intends to investigate the mediation effect of supply chain resilience on the effect of service climate on firm (LSP) performance. The service climate is an exogenous variable, supply chain resilience is a mediating variable, and LSP-performance is an endogenous variable. This study used cross-sectional, survey, and quantitative methods. Purposive sampling used in this study with sample size consist of 48 respondents and questionnaires or g-form as tool for collecting data.
SEM-PLS (Smart-PLS) was used in this study to process the data and examine the mediation effect and further analysis its implication and discussion. The results indicated that supply chain resilience partially mediate the effect of service climate on LSP-performance.

Keywords: Service Climate, Supply Chain Resilience, Firm Performance, Logistics Service Provide