IDEAS home Printed from https://ideas.repec.org/a/taf/tbitxx/v38y2019i12p1225-1242.html
   My bibliography  Save this article

What happens when decision support systems fail? — the importance of usability on performance in erroneous systems

Author

Listed:
  • Philipp Brauner
  • Ralf Philipsen
  • André Calero Valdez
  • Martina Ziefle

Abstract

With the advent of artificial intelligence (AI) methods, smart decision support systems (DSSs) are becoming ubiquitous. Such systems help reduce complexity for operators by automating data integration tasks and recommending actions. However, these systems are sometimes flawed. It is not sufficiently understood whether, when and why operators comply with such systems in erroneous or correct cases. We empirically investigate compliance with correct and defective DSSs, the influence of correct and erroneous DSS's on performance and subjective factors related to compliance. In the study, a business game was used as an experimental setting in which 40 users took part. The impact of system correctness on user acceptance, trust, compliance and overall performance was investigated. The results show that the defective system reduces trust in automation (−47%), reduces usefulness (−58%), reduces acceptance (−62%) and reduces overall performance (−32%). Overall, the defective system was less user-friendly (−27%). Nevertheless, users who rated the system's usability higher, outperformed users who rated it lower. Usability is therefore an intermediary that compensates for the negative influence of erroneous DSSs.

Suggested Citation

  • Philipp Brauner & Ralf Philipsen & André Calero Valdez & Martina Ziefle, 2019. "What happens when decision support systems fail? — the importance of usability on performance in erroneous systems," Behaviour and Information Technology, Taylor & Francis Journals, vol. 38(12), pages 1225-1242, December.
    • Handle: RePEc:taf:tbitxx:v:38:y:2019:i:12:p:1225-1242
    DOI: 10.1080/0144929X.2019.1581258
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/0144929X.2019.1581258
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/0144929X.2019.1581258?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:tbitxx:v:38:y:2019:i:12:p:1225-1242. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/tbit .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.