Articles
DOI DOI: 10.62441/actainnovations.v63i.1105

LINKING SUPPLY CHAIN INTEGRATION TO OPERATIONAL PERFORMANCE: THE MEDIATING ROLE OF LOGISTICS SERVICE QUALITY IN OMNICHANNEL RETAILING IN VIET NAM

Thi Thu Huong TRAN1, Van Kiem PHAM2, Thi Hong Ha NGUYEN3
  1. 1 Institute of International Business and Logistics - Thuongmai University, 79 Ho Tung Mau, Ha Noi, 11300, Viet Nam.
  2. 2 Institute for Innovation and Sustainable Development - Thuongmai University, 79 Ho Tung Mau, Ha Noi, 11300, Viet Nam.
  3. 3 Institute of International Business and Logistics - Thuongmai University, 79 Ho Tung Mau, Ha Noi, 11300, Viet Nam.

Abstract

This study draws on the Extended Resource-Based View to examine how supply chain integration, operationalized by process, system, and decision integration, enhances operational performance through the mediating role of logistics service quality in retail firms in Viet Nam. Using survey data from 285 managers and applying the Partial Least Squares Structural Equation Modelling (PLS-SEM) method, the findings reveal that process integration, system integration, and decision integration all have positive and significant effects on both operational and interactional logistics service quality, with system integration emerging as the strongest predictor of interactional quality. Importantly, the results confirm the mediating role of logistics service quality, as both operational and interactional logistics service quality significantly enhance operational performance. These findings suggest that supply chain integration improves firm operational performance indirectly by enabling superior logistics service quality, highlighting the critical role of both operational and interactional service in omnichannel retail contexts.

How to Cite

TRAN, T. T. H., PHAM, V. K., & NGUYEN, T. H. H. (2026). LINKING SUPPLY CHAIN INTEGRATION TO OPERATIONAL PERFORMANCE: THE MEDIATING ROLE OF LOGISTICS SERVICE QUALITY IN OMNICHANNEL RETAILING IN VIET NAM. ACTA INNOVATIONS, 63, 363–375. https://doi.org/10.62441/actainnovations.v63i.1105
Endnote/Zotero/Mendeley (RIS) BibTeX

References

  1. 1. Agyei-Owusu, B., Asamoah, D., Nuertey, D., & Acquah, I. N. (2022). Examining the relationship between dimensions of supply chain integration, operational performance and firm performance: evidence from Ghana. Management Research Review, 45(12), 1644–1669. https://doi.org/10.1108/MRR-06-2021-0464
  2. 2. Baisa, G. A., Matellini, D. B., Jenkinson, I. D., Abera, G., Matellini, D. B., & Jenkinson, I. D. (2025). Supply chain integration-performance nexus in emerging & developing economies : a systematic review. Cogent Business & Management, 12(1). https://doi.org/10.1080/23311975.2025.2460620
  3. 3. Barney, J. (1991). Firm Resources and Sustained Competitive Advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108
  4. 4. Bernon, M., Upperton, J., Bastl, M., & Cullen, J. (2013). An exploration of supply chain integration in the retail product returns process. International Journal of Physical Distribution & Logistics Management, 43(7), 586–608. https://doi.org/10.1108/IJPDLM-03-2012-0060
  5. 5. Cao, J., So, K. C., & Yin, S. (2016). Impact of an “online-to-store” channel on demand allocation, pricing and profitability. European Journal of Operational Research, 248(1), 234–245. https://doi.org/10.1016/j.ejor.2015.07.014
  6. 6. Cao, M., & Zhang, Q. (2011). Supply chain collaboration : Impact on collaborative advantage and firm performance. Journal of Operations Management, 29(3), 163–180. https://doi.org/10.1016/j.jom.2010.12.008
  7. 7. Chin, W. . (1988). The Partial Least Squares Approach to Structural Equation Modeling. Modern Methods for Business Research, 2, 295-336.
  8. 8. Dai, F., Wang, S., Wu, H., Hwang, D., & Kang, M. (2025). Efficacy of supply chain integration in meeting customers’ on-time delivery needs: moderating effect of product life cycle. Journal of Business and Industrial Marketing, 1–18. https://doi.org/10.1108/JBIM-11-2023-0662
  9. 9. Davis-Sramek, B., Droge, C., Mentzer, J. T., & Myers, M. B. (2009). Creating commitment and loyalty behavior among retailers: What are the roles of service quality and satisfaction? Journal of the Academy of Marketing Science, 37(4), 440–454. https://doi.org/10.1007/s11747-009-0148-y
  10. 10. Flynn, B. B., Huo, B., & Zhao, X. (2010). The impact of supply chain integration on performance: A contingency and configuration approach. Journal of Operations Management, 28(1), 58–71. https://doi.org/10.1016/j.jom.2009.06.001
  11. 11. Fornell, C., & Larcker, D. F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 18(3), 382. https://doi.org/10.2307/3150980
  12. 12. Gimenez, C., & Ventura, E. (2005). Logistics‐production, logistics‐marketing and external integration. International Journal of Operations & Production Management, 25(1), 20–38. https://doi.org/10.1108/01443570510572222
  13. 13. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2 nd). Sage Publications Inc.
  14. 14. Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
  15. 15. Hao, W., Zhang, W., & Zhang, C. (2025). Can supply chain integration enhance corporate ESG performance? International Review of Economics and Finance, 103(July), 104558. https://doi.org/10.1016/j.iref.2025.104558
  16. 16. Hendijani, R., & Saei, R. S. (2025). Supply chain integration, competitive strategies and firm performance. International Journal of Organizational Analysis, 33(6), 1410–1438. https://doi.org/10.1108/IJOA-06-2023-3788
  17. 17. Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
  18. 18. Huma, S., Ahmed, W., Ikram, M., & Khawaja, M. I. (2019). The effect of logistics service quality on customer loyalty: case of logistics service industry. South Asian Journal of Business Studies, 9(1), 43–61. https://doi.org/10.1108/SAJBS-10-2018-0114
  19. 19. Huo, B. (2012). The impact of supply chain integration on company performance: An organizational capability perspective. Supply Chain Management, 17(6), 596–610. https://doi.org/10.1108/13598541211269210
  20. 20. Jang, H. M., Marlow, P. B., & Mitroussi, K. (2013). The effect of logistics service quality on customer loyalty through relationship quality in the container shipping context. Transportation Journal, 52(4), 493–521. https://doi.org/10.5325/transportationj.52.4.0493
  21. 21. Jiang, F., Isa, F. M., Ng, S. P., & Bhatti, M. (2023). The Impact of Supply Chain Integration to Supply Chain Responsiveness in Chinese Electronics Manufacturing Companies. Sage Open, 13(4), 1–19. https://doi.org/10.1177/21582440231219070
  22. 22. Kayapinar, Ö., & Lorcu, F. (2020). The role of technology level and logistics performance on the relationship between logistics service quality and firm performance. Handbook of Research on Sustainable Supply Chain Management for the Global Economy, 107–135. https://doi.org/10.4018/978-1-7998-4601-7.ch006
  23. 23. Kim, D., & Cavusgil, E. (2009). The impact of supply chain integration on brand equity. Journal of Business and Industrial Marketing, 24(7), 496–505. https://doi.org/10.1108/08858620910986730
  24. 24. Kim, S. T., Lee, H.-H., & Hwang, T. (2020). Logistics integration in the supply chain: a resource dependence theory perspective. International Journal of Quality Innovation, 6(1), 5. https://doi.org/10.1186/s40887-020-00039-w
  25. 25. Kline, R. B. (2015). Principles and practice of structural equation modeling (3rd ed.). Guilford Press.
  26. 26. Kohpaiboon, A., & Sriudomkajorn, P. (2023). Logistics Services and Firm Performance: Evidence from Indonesia, Malaysia and Thailand. Southeast Asian Economies, 40(2), 271–298. https://doi.org/10.1355/ae40-2e
  27. 27. Lai, F., Min, Z., Lee, D. M. S., & Zhao, X. (2012). The Impact of Supply Chain Integration on Mass Customization Capability: An Extended Resource-Based View. IEEE Transactions on Engineering Management, 59(3), 443–456. https://doi.org/10.1109/TEM.2012.2189009
  28. 28. Leuschner, R., Rogers, D. S., & Charvet, F. F. (2013). A meta-analysis of supply chain integration and firm performance. Journal of Supply Chain Management, 49(2), 34–57. https://doi.org/10.1111/jscm.12013
  29. 29. Li, T., Zhao, X., & Xie, J. (2015). Inventory management for dual sales channels with inventory-level-dependent demand. Journal of the Operational Research Society, 66(3), 488–499. https://doi.org/10.1057/jors.2014.15
  30. 30. Mackelprang, A. W., Robinson, J. L., Bernardes, E., & Webb, G. S. (2014). The relationship between strategic supply chain integration and performance: A meta-analytic evaluation and implications for supply chain management research. Journal of Business Logistics, 35(1), 71–96. https://doi.org/10.1111/jbl.12023
  31. 31. Melacini, M., Perotti, S., Rasini, M., & Tappia, E. (2018). E-fulfilment and distribution in omni-channel retailing: a systematic literature review. International Journal of Physical Distribution & Logistics Management, 48(4), 391–414. https://doi.org/10.1108/IJPDLM-02-2017-0101
  32. 32. Ministry of Industry and Trade. (2025). Domestic Market Report. https://cdn-v.congthuong.vn/files/2025/12/30/bc-ttnd2025-tv-1-1767081166.pdf
  33. 33. Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution & Logistics Management, 47(4), 263–296. https://doi.org/10.1108/IJPDLM-06-2016-0161
  34. 34. Prajogo, D., Toy, J., Bhattacharya, A., Oke, A., & Cheng, T. C. E. (2018). The relationships between information management, process management and operational performance: Internal and external contexts. International Journal of Production Economics, 199, 95–103. https://doi.org/10.1016/j.ijpe.2018.02.019
  35. 35. PwC. (2024). Voice of consumer. https://www.pwc.com/vn/vn/publications/2024/voice-of-consumer-2024.pdf
  36. 36. Rao, P. H. N., Vihari, N. S., & Jabeen, S. S. (2021). Reimagining the Fashion Retail Industry Through the Implications of COVID-19 in the Gulf Cooperation Council (GCC) Countries. FIIB Business Review, 10(4), 327–338. https://doi.org/10.1177/23197145211039580
  37. 37. Robinson, J., & Ralston, P. (2025). Process supply chain integration: construct development and model testing. Benchmarking: An International Journal, 32(6), 2330–2356. https://doi.org/10.1108/BIJ-07-2023-0443
  38. 38. Simatupang, T. M., & Sridharan, R. (2008). Design for supply chain collaboration. Business Process Management Journal, 14(3), 401–418. https://doi.org/10.1108/14637150810876698
  39. 39. Singh, S. P., Adhikari, A., Majumdar, A., & Bisi, A. (2022). Does service quality influence operational and financial performance of third party logistics service providers? A mixed multi criteria decision making -text mining-based investigation. Transportation Research Part E: Logistics and Transportation Review, 157(January), 1–10. https://doi.org/10.1016/j.tre.2021.102558
  40. 40. Song, G., Song, S., & Sun, L. (2019). Supply chain integration in omni-channel retailing: a logistics perspective. The International Journal of Logistics Management, 30(2), 527–548. https://doi.org/10.1108/IJLM-12-2017-0349
  41. 41. Song, P., Wang, Q., Liu, H., & Li, Q. (2020). The Value of Buy‐Online‐and‐Pickup‐in‐Store in Omni‐Channel: Evidence from Customer Usage Data. Production and Operations Management, 29(4), 995–1010. https://doi.org/10.1111/poms.13146
  42. 42. Stanley, L. L., & Wisner, J. D. (2001). Service quality along the supply chain: implications for purchasing. Journal of Operations Management, 19(3), 287–306. https://doi.org/10.1016/S0272-6963(00)00052-8
  43. 43. Tang, Y. M., Chau, K. Y., Ip, Y. K., & Ji, J. (2022). Empirical research on the impact of customer integration and information sharing on supply chain performance in community-based homestays in China. Enterprise Information Systems, 00(00), 1–26. https://doi.org/10.1080/17517575.2022.2037161
  44. 44. Vo, T. N. L., Tran, V. D., & Nguyen, M. T. (2026). Relationship between logistics resources and perceived performances in Vietnam logistics service industry. Humanities and Social Sciences Communications, (June 2025). https://doi.org/10.1057/s41599-026-07006-4
  45. 45. Vu, T. P., & Nguyen, D. T. (2025). The links between e-logistics service quality, attitude and repurchase intention of Gen Z in e-commerce. Journal of Trade Science, 13(2), 87–109. https://doi.org/10.1108/jts-12-2024-0072
  46. 46. Wernerfelt, B. (1984). A resource‐based view of the firm. Strategic Management Journal, 5(2), 171–180. https://doi.org/10.1002/smj.4250050207
  47. 47. Xu, D., Huo, B., & Sun, L. (2014). Relationships between intra-organizational resources, supply chain integration and business performance: An extended resource-based view. Industrial Management and Data Systems, 114(8), 1186–1206. https://doi.org/10.1108/IMDS-05-2014-0156
  48. 48. Yew, C., Boon-itt, S., & Wong, C. W. Y. (2011). The contingency effects of environmental uncertainty on the relationship between supply chain integration and operational performance. Journal of Operations Management, 29(6), 604–615. https://doi.org/10.1016/j.jom.2011.01.003
  49. 49. Yu, K., Luo, B. N., Feng, X., & Liu, J. (2018). Supply chain information integration, flexibility, and operational performance. The International Journal of Logistics Management, 29(1), 340–364. https://doi.org/10.1108/IJLM-08-2016-0185
  50. 50. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31. https://doi.org/10.2307/1251929
  51. 51. Zhang, X., Song, H., & Huang, G. Q. (2009). Tourism supply chain management: A new research agenda. Tourism Management, 30(3), 345–358. https://doi.org/10.1016/j.tourman.2008.12.010