This research develops and tests an integrated framework explaining how internal logistics resources translate into customer-perceived performance through service quality and satisfaction, moderated by social media engagement. Drawing upon the Resource-Based View and Service Quality Theory, the study positions social media as an external relational enabler that enhances the effect of satisfaction on performance. Data collected from 474 logistics firms in Vietnam were analyzed using confirmatory factor analysis and structural equation modeling. The findings confirm that IT and innovation capabilities drive logistics service quality, which increases satisfaction and perceived performance. The moderating role of social media highlights how digital connectivity extends RBV beyond internal resources to relational and communicative assets. This study contributes to logistics and marketing literature by bridging digital interaction theory with RBV, providing fresh insights into how firms in emerging economies can convert technological and innovative capacities into perceived performance advantages.
Vo et al. (Sat,) studied this question.