Help that is not recognized: Harmful neglect of decision support systems

Authors:
Niek Althuizen;Astrid Reichel;Berend Wierenga
Affiliations:
ESSEC Business School, Avenue Bernard Hirsch, 95021 Cergy-Pontoise, France;Vienna University of Economics and Business, Augasse 26, 1090, Vienna, Austria;Rotterdam School of Management, Erasmus University, Burgemeester Oudlaan 50, PO Box 1738, 3000 DR, Rotterdam, The Netherlands
Venue:
Decision Support Systems
Year:
2012

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Abstract

Decision support systems (DSSs) aim to enhance the performance of decision makers, but to do so DSSs have to be adopted and used. Technology acceptance research shows that user evaluations (i.e., beliefs, perceptions, and attitudes) are key drivers of adoption and use. This article first presents evidence from the literature suggesting that the link between user evaluations of DSSs and actual performance may be weak, or sometimes even negative. The authors then present two empirical studies in which they found a serious disconnect between user evaluations and actual performance. If user evaluations do not accurately reflect performance, then this may lead to harmful neglect of performance-enhancing DSSs. The article concludes with a discussion of interventions that may alleviate this problem.