Decision support system effectiveness: a review and an empirical test
Management Science
An empirical investigation of the effect of variations in expert system explanation presentation on users' acquisition of expertise and perceptions of the system
Issues and opinion on structural equation modeling
MIS Quarterly
The measurement of user information satisfaction
Communications of the ACM
Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior
Information Systems Research
An empirical investigation of decision-making satisfaction in web-based decision support systems
Decision Support Systems
Evaluating Web-Based E-Government Services with a Citizen-Centric Approach
HICSS '05 Proceedings of the Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS'05) - Track 5 - Volume 05
An empirical test of the DeLone-McLean model of information system success
ACM SIGMIS Database
The effects of structural characteristics of explanations on use of a DSS
Decision Support Systems
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Online government advisory service innovation through Intelligent Support Systems
Information and Management
Information technology and voluntary quality disclosure by hospitals
Decision Support Systems
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Online advisory services are increasingly being adopted by modern service organisations as an effective way of interacting with their customers. However, despite their importance, our understanding of the value of online advisory services is limited, particularly in the e-government context. Systematic studies addressing design guidelines and best practices for online advisory tools are sparse. This study experimentally investigates the key role that effective online advisory tools play in generating a sense of empowerment among consumers in a government-citizen context. Our findings indicate that tools that have 'enhanced' explanatory facilities lead to both improved decision-process satisfaction and decision-advice transparency, in line with prior theory. Further, the study extends the theory on explanations and service design by showing that the higher levels of satisfaction and transparency flow on to empowerment effects, namely a higher sense of control and a lower perceived power distance. A further positive outcome is the improved perceptions of the service provider, in this case the government agency.