The effectiveness of expert support technology for decision making: individuals versus small groups

Abstract

Expert support systems (ESSs) are increasingly used in organizations to support individuals and groups in decision making. Although ESSs have been shown to enhance the decision-making capabilities of individuals, their benefits in supporting group decision making are less clear. To the best of our knowledge, no empirical research has evaluated the effectiveness of the technology in the group setting or compared its usefulness for supporting individual versus group decision making. The results of this research show that ESSs benefit decision making of both individuals and groups and novices are able to gain more from ESSs than experts. The findings also suggest that groups outperform individuals in both with and without ESS support settings.