Understanding Decision-Making in Data Warehousing and Related Decision Support Systems: An Explanatory Study of a Customer Relationship Management Application

John D. Wells and Traci J. Hess
Additional contact information
John D. Wells: Washington State University, USA
Traci J. Hess: Washington State University, USA

Information Resources Management Journal (IRMJ), 2002, vol. 15, issue 4, 16-32

Abstract: Many businesses have made or are making significant investments in data warehouses that reportedly support a myriad of decision support systems (DSS). Due to the newness of data warehousing and related DSS (DW-DSS), the nature of the decision support provided to DW-DSS users and the related impact on decision performance have not been investigated in an applied setting. An explanatory case study was undertaken at a financial services organization that implemented a particular type of DW-DSS, a Customer Relationship Management (CRM) system. The DSS-decision performance model has provided some theoretical guidance for this exploration. The case study results show that the decision-making support provided by these systems is limited and that an extended version of the DSS-decision performance model may better describe the factors that influence individual decision-making performance.

Date: 2002
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/irmj.2002100102 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:rmj000:v:15:y:2002:i:4:p:16-32

Access Statistics for this article

Information Resources Management Journal (IRMJ) is currently edited by George Kelley

More articles in Information Resources Management Journal (IRMJ) from IGI Global
Bibliographic data for series maintained by Journal Editor ().