Distance education in the future: Exploring the application of distributed group support systems

Distributed Group Support Systems (DGSS) provide a means for several individuals to interact with one another from different geographic locations using telecommunications and Group Support Systems (GSS) technologies. As this technology emerges, new applications will be sought to utilize the tremendous capabilities for long distance interaction and communication. One potential application of DGSS is its use in the delivery of Distance Education. Distance Education (DE) involves the delivery of education (or training) from one site to one (or more) geographically dispersed sites. The capability of DGSS to add an additional communications channel, one by which all students could interact with one another at the same time, provides an exciting array of opportunities for the application of DGSS. This article explores ways in which DGSS could be utilized to improve the delivery of education and training to dispersed locations. Background information of GSS and DE are provided Results of a case, study in which a fiber optic cable network was used for delivering a DE class on Information Systems are briefly highlighted, along with suggestions for future research in this area.A previous version of this article appears in the Proceedings of the Twenty-Seventh Annual Hawaii International Conference on Systems Sciences, Volume IV, pp. 142–148.     

Distributed group support systems: Social dynamics and design dilemmas

A “distributed group support system”; includes decision support tools and structures embedded within a computer‐mediated communication system rather than installed in a “decision room.”; It should support groups who are distributed in space but not time ("synchronous”; groups), as well as “asynchronous”; groups whose members participate at different times. Pilot studies conducted in preparation for a series of controlled experiments are reviewed in order to identify some of the problems of implementing such a system. Many of the means used by groups meeting in the same place at the same time to coordinate their activities are missing. Embedding decision support tools within a different communications medium and environment changes the way they “work.”; Speculations are presented about software tools and structuring or facilitation procedures that might replace the “missing”; coordination channels.     

Group Consensus: The Impact of Multiple Dialogues

The research results on group consensus have been ambiguous within the field of Group Support Systems (GSSs). Some research studies have shown that groups using multiple communication channels produce more ideas, and more unique ideas than groups using a single communication channel. In addition, a second set of research findings have shown that groups using GSSs report group members hold less consensus with the group's decision. This research studies more closely how these two characteristics; communication channel and consensus, interact. Specifically, can less consensus be a function of the choice of channels used in problem solving. The results show that groups using a single communication channel generate more actual consensus than groups using multiple communication channels. Furthermore, the single channel discussions provide more integrative comments and these integrative comments may help explain the difference in consensus. These results suggest that those striving for consensus from group members should consider production methods used to create the information that is to be used in the decision.     

From disconfirmation to switching: an empirical investigation of switching intentions after service failure and recovery

This research proposes and empirically tests a customer switching intentions model from a disconfirmation perspective in a service failure and recovery context. Specifically, the research examines how initial (discrepancy between service failure expectation and service performance) and recovery (discrepancy between recovery expectation and recovery performance) disconfirmations influence satisfaction when a service failure occurs and a recovery offer is given, and subsequently impact switching intentions. The results support the hypotheses that both initial and recovery disconfirmations influence switching intentions via satisfaction. In addition, switching costs directly influence switching intentions and also moderate the effect of satisfaction on switching intentions.     

Empowering Chinese Service Employees: A Reexamination and Extension

ABSTRACT

This article extends the knowledge in the area of empowerment of Chinese service employees by addressing the possible conceptual and methodological problems identified in Hui, Au, and Fock's (2004) study. The findings show that the lack of positive effect of discretionary empowerment on the job satisfaction and intention to comply with customer request of the Chinese subjects in Hui et al.'s (2004) Hui, M. K., Au, K. and Fock, H. 2004. Empowerment effects across cultures. Journal of International Business Studies., 35: 46–60. [Crossref], [Web of Science ®] , [Google Scholar] study likely resulted from their use of hotel/hospitality management students as subjects. Without the confounding effect from the shared internalized values of the subjects, discretionary empowerment can have a positive effect on the job satisfaction and job behavior (e.g., intention to comply with customer request) of Chinese service employees. Furthermore, the findings show that explicit management support can further enhance the positive effect of discretionary empowerment on the job satisfaction and job behavior of Chinese service employees. The current article also discusses the theoretical contributions, managerial implications, limitations of the study, and future research directions.     

Qualitative representations of negotiations: Tutorial on a rule-based approach

This article introduces a logic-based approach for structuring and representing negotiation problems and for supporting negotiators. It is argued that rule-based formalism allows for integrating decision-making aspects unique and specific to negotiations with general reasoning mechanisms based on rationality postulates. The discussion of the rule-based systems and its application to negotiation modeling and support is preceded by an outline of qualitative and quantitative approaches to problem representation and reasoning, and an overview of predicate calculus. The advantages and disadvantages of rule-based systems and their ability to capture complex negotiation decision processes and reasoning are also given.     

Exploring Continued and Discontinued Use of IT: A Case Study of OptionFinder, a Group Support System

This study explores how perceptions, experience, attitudes, communication behavior and environment affect continued and discontinued use of a group support system (GSS) as an organizational innovation. The case study method was used to investigate the largely unexplored process of GSS adoption and diffusion in terms of human factors, internal organizational context, external organizational environment and GSS management activities. Analysis of data collected in 25 in-depth interviews with informants who had voluntarily adopted GSS for use in one or more meetings they initiated, suggests GSS diffusion is a complex process. The author concluded the most significant determinants of initial adoption was support of a champion, while the presence of an intra-departmental champion and a well-rounded GSS infrastructure strongly influenced continued use. Lack of task-technology fit and perception of GSS as a large group tool strongly influenced discontinued use. The surprising finding that intentions to use GSS were the same for continued and discontinued users, led to the conclusion that some discontinued users are in reality stalled users who should not be classified as rejecters of the technology.These research findings have important implications for devising strategies for the effective introduction and assimilation of GSS and other information system technologies, and point to the need for continued support throughout the different stages of the diffusion process.     

Differences between workstations and keypad group support systems: Implications for keypad GSS facilitators

Organizations are successfully using group support systems (GSS) to improve efficiency, effectiveness, and satisfaction in organizational meetings. Meeting success relies on making an appropriate match between group, taks, and technology. This responsibility often falls to the meeting facilitator. This article draws upon GSS and facilitation literature to develop a framework for the discussion of effective facilitation in workstation and keypad meeting environments. The article identifies differences between the systems and how they impact upon the behavior of the meeting facilitators and their choice of technology. Compensatory actions are proposed for keypad facilitators to address the lack of key workstation features. Keypad strengths are also identified to show the opportunities available to facilitators to maximize the benefits of using these GSS. Further, it is proposed that different types of GSS are not mutually exclusive and should be seen as complementary components of a suite of GSS tools designed to support organizational goals.     

Designing the spreadsheet-based decision support systems course: An application of Bloom's taxonomy

Decision support systems (DSS) have played an important role in organizations for many years. As DSS continue to be developed for industry applications, a number of business programs in universities offer a specialized course aimed at helping students better understand and develop DSS systems to support decision making. Spreadsheet software coupled with an application programming language can serve as a useful DSS generation software package for such courses. To help students develop their technical skills for spreadsheet-based DSS, the principles underlying Bloom's taxonomy of educational objectives can serve as a guiding framework for instructional design. This article describes how Bloom's taxonomy has been used to support the design of two different DSS courses, an undergraduate course and an MBA course. Student survey data collected over the past four years from students enrolled in nine sections of the DSS courses are reported. Based on the survey findings, as well as the instructor's observations, it appears that a teaching strategy based on Bloom's taxonomy offers a worthwhile framework for instructors who teach a spreadsheet-based DSS course.     

Medical error reduction: the effect of employee satisfaction with organizational support

The problem of medical errors as a factor of service quality has become critically important for healthcare providers. The research model in this paper describes how employee satisfaction with organizational support (ESWOS) and organizational systems supported by an organizational culture impact medical error reduction. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 186 respondents in four selected hospitals. The results of the study strongly support that medical error reduction is associated with ESWOS. Also, organizational culture which supports ESWOS and organizational systems as preventive and corrective systems is important for reducing medical errors.     

The impact of high-performance work systems in the health-care industry: employee reactions,service quality,customer satisfaction,and customer loyalty

The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee–customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality.     

Adaptiveness in Virtual Teams: Organisational Challenges and Research Directions

Computer supported teams are capturing the attention of academics and practitioners as organisations increasingly put them into practice as virtual teams. The practical relevance of current research into computer supported teams could be increased if greater attention is paid to organisational challenges as they form the context within which virtual teamwork takes place. A model of organisational challenges mapped against processes of adaptation is developed to highlight principle factors affecting virtual teams. A sample of current research groups studying computer-supported teams is plotted onto this map to reveal the extent to which current research addresses these contextual factors. From this map insights are distilled with respect to what is known and is not known about virtual teams. This paper concludes with specific research needs in the study of virtual teams.     

Effect of social support on customer satisfaction and citizenship behavior in online brand communities: The moderating role of support source

Customers often join online brand communities to seek support from others when they encounter product problems. Some customers who receive good social support exhibit customer citizenship behavior. This study develops a theoretical model to investigate how social support influences customer citizenship behavior through customer satisfaction with firms in online brand communities. Moreover, the moderating role of support source (i.e., firms vs. other customers) is measured. The research model is tested by using the Partial Least Squares technique. The results show that informational and emotional support significantly affects the customer citizenship behavior of providing feedback to the firm, recommendations, and helping other customers through customer satisfaction in online brand communities. Moreover, informational and emotional support from firms and other customers exert different effects on customer satisfaction.     

Perspectives on representation and analysis of negotiation: Towards cognitive support systems

The rapid expansion of Decision and Negotiation Support Systems has been built mainly on decision-theoretic approaches. This has resulted in the decision maker being viewed through the lens of the problem. In this article, the focus is on the decision maker's view of the problem. Three levels of problem articulation are described. Special emphasis is placed on the needs level and the implications it carries for the cognitive and instrumental levels. The three levels of articulation, the organizational model of making decision in social settings, and the three basic approaches to decision making form the basis for computer support focused on understanding and change rather than preferences and outcomes. We argue that in the dynamic, interactive context characteristic of negotiations, a cognitive support system based on restructurable modeling provides a richer basis for support.     

Influences of perceived product innovation upon usage behavior for MMORPG: Product capability,technology capability,and user centered design

Recent advances in online game technology have set the pace for tremendous growth in the development of new entertainment applications. The authors study relationships among product capability, technology capability, perceived product innovation, user-centered design, attitude, and intention to play online games. They find that product capability, technology capability, and user-centered design influence perceived product innovation. Gamers want to interact with functional products designed with a deep understanding of customer needs. Moreover, user-centered design influences perceived product innovation, attitude toward playing, and behavioral intention to play. The study includes the user-centered design variable to reflect a unique characteristic of online games.     

Cognitive hurdles in the use of decision support systems to enhance problem understanding

Computer-assisted decision support systems have been widely promoted as a means of enhancing problem understanding in crisis and noncrisis decision making. Clinical observation of actual applications of a particular category of software for interactive decisions (CONAN, DECISIONMAKER) have identified cognitive hurdles in the use of such systems. These hurdles not only pose a challenge to the development of such normative interventions in the decision process, but also an opportunity for furthering the shift to a new psychologically informed paradigm for decision making.     

Ethical Decision Making: A Comparison of Computer- Supported and Face-to-face Group

This study compares computer-supported groups, i.e., groups using group support systems (GSS), and face-to-face groups using ethical decision-making tasks. A laboratory experiment was conducted using five-person groups of information systems professionals. Face-to-face (FTF) and GSS groups were compared in terms of their decision outcomes and group members' reactions. The results revealed that computer-supported and face-to-face groups showed no significant difference in terms of the decision outcomes of choice shift and decision polarity. However, FTF groups reached their decisions more quickly and they were more successful in attaining group consensus than GSS groups. Subjects evaluated face-to-face communication more favorably than GSS interaction on most post-group measures related to perceived group processes and satisfaction. Despite these outcomes, some possibilities for using GSS technology in an ethical decision making context are examined.     

Group Development (I): A Review and Synthesis of Development Models

This is the first of two parts that examine the issue of group development and its impact on the study design of group support systems (GSS). We review the various models of group development, analyze the sources of differences among these models, and synthesize common themes across various models. The paper concludes with a meta-framework for understanding group development; this framework highlights the two areas of focus that have dominated group development research in the past: group processes and outcomes. The second paper will build on the ideas developed here and discuss the implications of group development for GSS research.Previous research on group behavior suggests that groups change over time; patterns of change, referred to as group development models, have been an important area of study for the past four decades. For the first three of these decades, unitary models of group development were very popular; that is, the notion that all groups go through a certain series of predefined stages. In the last decade, however, researchers have cast doubt on such unitary models of group development. Nonsequential models that recognize the uniqueness of each group (and consequently reject the idea of a single, predetermined series of stages) have become increasingly popular. This paper examines the implications of these issues for researchers and managers of groups. It also attempts to serve as the foundation for the propositions developed in the next paper, in which the relevance of group development for GSS research and practice are discussed.     

Electronic Meetings and Intense Group Conflict: Effects of a Policy-Modeling Performance Support System and an Audio Communication Support System on Satisfaction and Agreement

Ad-hoc decision teams were used to examine the effects of an electronic meeting system (EMS) on group satisfaction and agreement. The decision task provoked intense conflict of values. The EMS had two core features - a policy-modeling group performance support system (incorporating structured decision methods and computer-supported cognitive feedback using Multi-Attribute Utility Analysis and Social Judgment Analysis), and an audio-based group communication support system (allowed dispersed members to communicate by voice). Policy groups reached higher agreement than conventional decision-making groups, apparently due primarily to the structure for cognitive-conflict tasks that was imposed on group discussion rather than computer-supported cognitive feedback displays. Audio groups were more satisfied with the conflict process than face-to-face groups. Decision agreement was equivalent across the two media. These audio effects for a highly equivocal task represent a further challenge to media richness theory.