Managers' information search behavior using management support systems

Which characteristics of managers' information search behavior distinguish successful from less successful use of management support systems? This article addresses this question by employing a novel process-tracing approach in an exploratory laboratory study with Fifty Dutch managers as participants. The conclusions are particularly relevant For data warehouse environments. Key characteristics of successful information search behavior are the initial use of a broad and structured 'checklist' scanning approach, Followed by a limited number of strongly focused deeper investigations. Unsuccessful information search behavior on the other hand is characterized by users plunging in the decision process and employing a quantity strategy (retrieving large amounts of information). Perceived outcome performance (how well participants thought they did) was found not to correlate with their actual (objective) performance.