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1 University of Groningen On the use of computerised decision aids Dijkstra, Jacob Jan IMPORTANT NOTE: You are advised to consult the publisher's version (publisher's PDF) if you wish to cite from it. Please check the document version below. Document Version Publisher's PDF, also known as Version of record Publication date: 2006 Link to publication in University of Groningen/UMCG research database Citation for published version (APA): Dijkstra, J. J. (2006). On the use of computerised decision aids: an investigation into the expert system as persuasive communicator s.n. Copyright Other than for strictly personal use, it is not permitted to download or to forward/distribute the text or part of it without the consent of the author(s) and/or copyright holder(s), unless the work is under an open content license (like Creative Commons). Take-down policy If you believe that this document breaches copyright please contact us providing details, and we will remove access to the work immediately and investigate your claim. Downloaded from the University of Groningen/UMCG research database (Pure): For technical reasons the number of authors shown on this cover page is limited to 10 maximum. Download date:

2 On the use of computerised decision aids An investigation into the expert system as persuasive communicator

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4 RIJKSUNIVERSITEIT GRONINGEN On the use of computerised decision aids An investigation into the expert system as persuasive communicator Proefschrift ter verkrijging van het doctoraat in de Psychologische, Pedagogische en Sociologische Wetenschappen aan de Rijksuniversiteit Groningen op gezag van de Rector Magnificus, dr. F. van der Woude in het openbaar te verdedigen op donderdag 19 maart 1998 des namiddags te 2.45 uur door Jacob Jan Dijkstra geboren op 2 april 1966 te Uithoorn

5 Promotor Referent Prof.dr. W.B.G. Liebrand Dr. E. Timminga ISBN

6 Promotiecommissie Prof.dr. W.K.B. Hofstee Prof.dr. W. Molenaar Prof.dr. G. Mulder

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8 Dankwoord In 1992 kwam ik van de werkgroep Juridische Informatica naar de werkgroep Sociaal-Wetenschappelijke Informatiekunde met het doel om onderzoek te doen naar gebruikersaspecten van kennissystemen, omdat een goede interactie tussen de gebruiker en het kennissysteem volgens mij van groot belang is bij het verantwoord inzetten van kennissystemen. Het onderhavige proefschrift is het resultaat van dit onderzoek. Bij de uitvoering van het onderzoek hebben diverse mensen mij geholpen en daarvoor wil ik mijn dank uitspreken. In het bijzonder wil ik hier noemen: Wim Liebrand en Ellen Timminga, die ik dankbaar ben voor het in mij gestelde vertrouwen, de vrijheid die ze mij gaven om het onderzoek een eigen richting te geven en de bijzonder prettige sfeer die de begeleiding heeft gekenmerkt. Pauline Westerman en Anne Ruth Mackor, die een grote invloed op mijn kijk op de wetenschap hebben gehad. Douglas Eleveld, Carl Roberts en Toine de Wit, die van grote hulp waren bij het daadwerkelijk opschrijven van de onderzoeksresultaten. De gebouwgenoten van de Grote Rozenstraat 15, dat wil zeggen de mensen van ProGamma, de netwerkbeheerders en de andere SWIers, Roel Popping en Chris Beukema (en Grietje), die mij een bijzonder aangename werkomgeving hebben bezorgd. En verder de studenten, de proefpersonen, en de vele onderzoekers die ik in de loop van het onderzoek heb ontmoet. Ik dank u allen. Hengelo, 16 januari 1998 Jaap Dijkstra

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10 Contents 1 Introduction 1 2 Expert systems Introduction The knowledge base and the inference engine Knowledge engineering and knowledge acquisition The user interface and explanation facilities Interface design and Human-Computer Interaction research Conclusions 20 3 Compliance with expert system advice Introduction Incorrect judgement of the usefulness of computer support Theoretical models of persuasion The Elaboration Likelihood Model The heuristic-systematic model Conclusions 31 4 User beliefs and interaction with expert systems Introduction Beliefs, attitudes, and intentions Beliefs and computers Perceived usefulness and perceived ease of use Computer anxiety Computer playfulness Computer self-efficacy Conclusions 43

11 Contents 5 The influence of an expert system on the user's view: How to fool a lawyer Introduction Method Apparatus Criminal attempt The (simulated) expert systems Subjects Procedure Results Task performance The influence of the expert system on the subjects The use of the explanation functions Conclusions and discussion 60 6 Persuasiveness of expert systems Introduction Method Subjects Apparatus and procedure Construction of the need for cognition scale Construction of the computer experience scale Construction of the persuasion scales Results Compliance and authority Objectivity/rationality Easiness of the cases Computer experience Conclusions and discussion Appendix 79

12 Contents 7 User agreement with incorrect expert system advice Introduction Method Subjects Procedure Scale construction Construction of the pretest scales Construction of the persuasion scales Construction of the mental effort scale Construction of the explanation function usage scales Construction of the posttest scales Results Agreement with the incorrect advice of the expert system Perceived qualities of the advice, adviser, and case Mental effort and recall Use of explanation functions Perceived usefulness and ease of use Motivation and ability Conclusions General discussion Conclusions Implications 109 Summary 117 Samenvatting 123 References 129

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