How Correct and Defect Decision Support Systems Influence Trust, Compliance, and Performance in Supply Chain and Quality Management – A Behavioral Study Using Business Simulation Games

Submitted by philipp on Sat, 08/22/2020 - 18:14
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 de- livery times and amount, queuing strategies) is well understood, the influence of interface and human factors on supply chain performance is currently insuffi- ciently 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 be- ginning. 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.
Brauner, P., Calero Valdez, A., Philipsen, R., Ziefle, M.: How Correct and Defect Decision Support Systems Influence Trust, Compliance, and Performance in Supply Chain and Quality Management – A Behavioral Study Using Business Simulation Games. In: Nah, F. and Tan, C. (eds.) HCI in Business, Government, and Organizations (HCIGO), HCI International 2017. pp. 333–348. Springer, Cham (2017).
DOI
https://doi.org/10.1007/978-3-319-58484-3_26

Tags

Related Project(s):
Integrative Production Technology for High-Wage countries
Figures and Tables (selection):
Fig. 1. Visualization of the experimental plan.
Fig. 2. Effect of a correct and defect DSS on Trust in Automation, Performance Satisfaction, Subjective Relative Performance, and Subjective Compliance for the first and second round of the game (whiskers indicate the SE).
Fig. 3. Effect of practice (round 1 vs. round 2) and overall correctness (round 1+2) on Trust in Automation, Relative Performance, Performance Satisfaction, and Subjective Compliance (whiskers indicate the SE).
Fig. 4. Spearman’s ρ correlations between Trust in Automation, Performance Satisfaction, Subjective Compliance and attained Overall Profit for the correct and the defect DSS.