The impact of DSS use and information load on errors and decision quality

The impact of DSS use and information load on errors and decision quality

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Article ID: iaor20084630
Country: Netherlands
Volume: 176
Issue: 1
Start Page Number: 468
End Page Number: 481
Publication Date: Jan 2007
Journal: European Journal of Operational Research
Authors: , , ,
Keywords: information, artificial intelligence: decision support
Abstract:

This paper uses a laboratory experiment to examine the effect of DSS use on the decision maker's error patterns and decision quality. The DSS used in our experiments is the widely used Expert Choice (EC) implementation of the Analytic Hierarchy Process. Perhaps surprisingly, our experiments do not provide general support for the often tacit assumption that the use of a DSS such as EC improves decision quality. Rather, we find that, whereas a DSS can help decision makers develop a better understanding of the essence of a decision problem and can reduce logical error (especially if the information load is high), it is also susceptible to introducing accidental effects such as mechanical errors. In some cases, as in our study, the accidental errors may outweigh the benefits of using a DSS, leading to lower quality decisions.

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