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

NAP Althuizen, A Reichelt, Berend Wierenga

Research output: Contribution to journalArticleAcademicpeer-review

16 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)719-728
Number of pages10
JournalDecision Support Systems
Issue number1
Publication statusPublished - 2012


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