Process Tracing Methods in Decision Support Systems Research: Exploring the Black Box
Abstract
An overview is provided of the applicability to DSS research of process tracing methodologies in general, and verbal protocol analysis in particular. Rationale is developed for why process tracing methods are an important addition to the inventory of methodologies available to researchers, stressing the need to explore the “black box” of decision processes. A variety of process tracing methods are presented, along with their relative strengths and weaknesses. Verbal protocol analysis is discussed as a particularly promising method for use in DSS research. The nature of verbal protocols is outlined and methods for analysis are reviewed. The criticisms of this method and the controversy surrounding its use are discussed, and an assessment of the validity of these criticisms is provided. Finally, areas of DSS research in which protocols may prove valuable are identified and relevant studies are examined.
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Verbal protocol analysis is an effective technique for studying the complete interaction process between a user and a system.
“Verbal protocol analysis offers an effective technique for studying the complete interaction process between a user and a system (Todd and Benbasat, 1987).”
From Understanding Blind Users' Web Accessibility and Usability Problems (2010) · cites this paper as Todd and Benbasat, 1987
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References 66 · Cited by 224
- Authors
- Todd, P., & Benbasat, I.
- Affiliations
- University of Houston (US)
- University of British Columbia (CA)
- ORCID
- Benbasat, Izak
- Venue
- MIS Quarterly
- Publisher
- MIS Quarterly
- Published
- 1987-12-01
- Volume
- 11
- Issue
- 4
- Pages
- 493-512
- ISSN
- 0276-7783 (ISSN-L)
- 2162-9730
- OpenAlex
- W1524343817
- Cited by
- 224
- References
- 66
- Citations by year
- 2026: 2 · 2025: 2 · 2024: 2 · 2023: 1 · 2022: 3 · 2021: 6 · 2020: 4 · 2017: 6 · 2016: 8 · 2015: 6 · 2014: 9 · 2013: 12 · 2012: 14
- FWCI
- 8.46
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- MIS Quarterly (publishedVersion)
- Journal of the Association for Information Systems (submittedVersion)
- Topics
- Social Sciences › Decision Sciences › Management Science and Operations Research › Complex Systems and Decision Making
- Social Sciences › Sociology and Political Science › Information Systems Theories and Implementation
- Social Sciences › Sociology and Political Science › Qualitative Comparative Analysis Research
- Keywords
- process tracing, decision support system, verbal protocol analysis, decision-making, research methodology, cognitive processes in decision making
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