ORGANIZATIONAL CREDIBILITY AND SUSTAINABLE SUCCESS IN THAILAND'S DEBT COLLECTION LEGAL SERVICES SECTOR
DOI:
https://doi.org/10.14456/aisr.2025.10Keywords:
Legal Services, Debt Collection, Organizational Credibility, Customer Relationship Management, Entrepreneurial CharacteristicsAbstract
This research investigates the pivotal role of organizational credibility in driving sustainable success within Thailand's debt collection legal services sector. While organizational management, customer relationship management (CRM), and entrepreneurial characteristics are recognized drivers, this study explores the mediating role of credibility in ensuring long-term viability and ethical operation. Employing a mixed-methods approach, the research integrates quantitative data from 450 survey respondents—entrepreneurs and executives in registered debt collection legal service businesses—with qualitative insights from 13 key informants. Structural equation modeling (SEM) and content analysis were employed. The findings reveal that organizational credibility exerts the most substantial direct influence on business success, surpassing organizational management, CRM, and entrepreneurial characteristics. Furthermore, credibility acts as a crucial mediator, amplifying the effects of these other factors on long-term sustainability and client trust. These findings emphasize that while sound management practices, strong customer relationships, and entrepreneurial drive are essential, it is organizational credibility—built on ethical practices, transparent communication, and client-centric service delivery—that ultimately determines lasting success. The success model provides actionable insights for businesses aiming for sustainable growth and ethical standards, as well as implications for policymakers regulating this critical sector.
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