How Correct and Defect Decision Support Systems Influence Trust, Compliance, and Performance in Supply Chain and Quality Management

Abstract

Supply Chains and production networks are complex sociotechnical cyber-physical systems whose performance is determined by system, interface, and human factors. While the influence of system factors (e.g., variances in delivery times and amount, queuing strategies) is well understood, the influence of interface and human factors on supply chain performance is currently insufficiently explored. In this article, we analyze how performance is determined by the correctness of Decision Support Systems and specifically, how correct and defect systems influence subjective and objective performance, subjective and objective compliance with the system, as well as trust in the system. We present a behavioral study with 50 participants and a business simulation game with a market driven supply chain. Results show that performance (−21%), compliance (−35%), and trust (−25%) is shaped by the correctness of the system. However, this effect is only substantial in later stages of the game and occluded at the beginning. Also, people’s subjective evaluations and the objective measures from the simulation are in congruence. The article concludes with open research questions regarding trust and compliance in Decision Support Systems as well as actionable knowledge on how Decision Support Systems can mitigate supply chain disruptions.