Supply Chain Risks Management and Customer Service: A Moderating Role of Mitigation Strategies

Over the years, supply chain risks management (SCRM) research has made noteworthy progress. However, there is little research on the management of supply chain risks and measures to reduce their impact, especially in devel-oping nations. The purpose of this study is therefore to investigate the SCRM in the Vietnamese textile industry. Quantitative survey methods were used to collect data, and structural equation modelling (SEM) validated the relationships between model constructs. It was discovered that operational and demand risk positively affect customer service. Moreover, prevention strategies increased the effectiveness of customer service, while prevention and control strategies reduced the impact of operational and demand risk on customer service. The results of this study could support organisations in the supply chain in deciding on strategies to improve the delivery of goods and services.