Expert decision support system use, disuse, and misuse: a study using the theory of planned behavior

Abstract

Researchers in the past decade have been actively investigating technology use and disuse among conventional and communications technologies. However, recent advancements in expert systems technology has led to new questions about technology use. Where communications technology, such as e-mail or group collaboration software, facilitates co-evolution of problem solving and decision making among people, expert systems create a transaction between user and computer where ultimately, the computer generates the recommended courses of action. This also differs from conventional decision support tools that merely gather information to inform a human decision maker. This empirical study used theory of planned behavior to formulate hypotheses about the use, disuse, and misuse of an expert system decision support (EDSS) technology. It was found that EDSS use was negatively related to errors, whereas misuse of EDSS was positively related to errors. More positive attitudes and social influences led to increased EDSS use, while perceptions of control had no apparent effect. The interaction of social influences and attitudes had a significant non-linear relationship with EDSS misuse.