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Author: Matthew D. Gonzalez, Ph.D.
Assistant Professor of Business Administration, University of Incarnate Word, Extended Academic Programs, San Antonio
While there is no universally accepted definition of a Decision Support System (DSS), this study will focus on the characteristics of a DSS with particular emphasis on the DSS Development and Implementation process within service industries. An analysis of traditional, DSS Development Life Cycle, and User Development within Service Industries are synthesized based on an analysis of 30 sources spanning the past 40 years. User involvement throughout the development and implementation phases is further discussed as an information systems subspecialty, in relation to the user’s satisfaction level. A Value Based DSS Methodology for developing and implementing decision support systems is introduced as a means of suggesting a user based design science approach. Four case studies within differing service industries are presented, with two illustrated as success case studies and two illustrated as unsuccessful case studies.
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