The Impact of Forwarder's Logistics Service Capacity on Organizational Performance: The Moderating Role of Digital Innovation

다국어 초록 (Multilingual Abstract)

Small and medium-sized forwarders are being forced to embrace digital transformation as an increasing number of businesses are digitizing their operations through new digital technologies like IoT and AI. One major component influencing logistics service capacities is digital innovation. So, how can small and medium-sized freight forwarders enhance their organizational performance? In empirical research on international freight forwarding, the link among logistics service capabilities, organizational performance, and digital innovation is frequently absent. As a result, The study will analyze how the level of service in freight forwarding logistics affects organizational performance and how digital innovation plays a moderating role. This study surveyed 250 workers engaged in international transportation, and finally, the results of 203 surveys were analyzed. Hypothetical models were tested using structural equation modeling (SEM), and hypotheses were analyzed using SPSS and AMOS.
The organizational performance can be affected by reliability service capability, value-added service capability, flexibility service capability, and information service capability of the freight forwarding company's logistics service. Second, it is found that digital innovation moderation strengthens the relationship between flexibility service capability, information service capability, and organizational performance. However, digital innovation moderation weakens the relationship between reliability service capability and organizational performance. Finally, digital innovation has no moderating effect on the relationship between value-added service capabilities and organizational performance. Freight forwarders should pay attention to improving logistics service capabilities, especially flexible service capabilities and information service capabilities driven by digital innovation, in order to promote organizational performance. Meanwhile, despite some negative impacts of digital innovation, its effect on the relationship between value-added service capability and organizational performance is relatively small, while attention needs to be paid to the risk of declining reliability service capability that may be brought about by digital innovation.