| Summary: | The objective of this research was to examine the influence of decision support system (DSS) success on the operational sustainability of the service industry in Saudi Arabia. Additionally, the study investigated the moderating effect of supply chain resilience on this relationship. Data were collected via a self-administered survey from 320 employees in the Saudi Arabian service sector, utilizing a convenience sampling technique. The research adopted a cross-sectional design and a deductive quantitative approach. Data were analysed using SPSS and SmartPLS-4. The regression analysis revealed that both operational information systems and operational system quality have a positive and significant impact on net benefits, mediated by product quality and decision support satisfaction. Operational service quality demonstrated a significant positive impact on net benefits through the mediation of product quality but had an insignificant impact when mediated by decision support satisfaction. Furthermore, product quality exhibited a positive and significant impact on decision support satisfaction. Net benefits were also found to have a positive and significant impact on operational sustainability. Supply chain resilience was identified as a significant moderator between net benefits and operational sustainability. This study, through its mediated-moderated model, contributes to the existing body of literature and opens new avenues for future research. It also provides practical insights for service industry practitioners aiming to enhance sustainability in Saudi Arabia and beyond. © 2024 Regional Association for Security and crisis management. All rights reserved.
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