A model to assess the behavioral impacts of consultative knowledge based systems

摘要

This paper develops a research model to study the behavioral impacts of consultative knowledge based systems (KBS). An experiment was conducted with 36 experienced MBA students in marketing management to explore to what extent their decisions were affected by the following factors: user participation in updating the knowledge-base of the KBS, ambiguity of decision setting, routinization of usage, and source credibility of the expertise embedded in the KBS. Results show that ambiguity and source credibility affect user acceptance of the KBS recommendation and cause them to revise decisions. Implications of these findings for the design of consultative KBS are discussed.