RESHAPING THE ORGANIZATIONAL PERFORMANCE IN THE HOSPITALITY SECTOR: THE ROLE OF INTELLECTUAL CAPITAL AND SUPPLY CHAIN EFFICIENCY

Abstract

The current research examines the association between intellectual capital (IC) and organizational operational performance in Pakistan's hospitality sector, with supply chain efficiency as a boundary condition. This study investigates the effects of structural capital, relational capital, and human capital components of IC on operational performance indicators such as quality of services, utilization of resources, and efficiency in operation, based on the resource-based view (RBV) theory. An organized survey was developed to gather information from 312 top executives and managers working in different hotels and resorts in Pakistan. The results show that operational performance is positively influenced by all three elements of intellectual capital.  Furthermore, this link is strongly moderated by supply chain efficiency, which amplifies the beneficial impact of intellectual capital on operational results. The study emphasizes the value of multifaceted strategies for handling intellectual capital in light of the particular challenges of operation faced by Pakistan's hotel industry.