ABSTRACT
The expert system users saw the system as a positive force when it worked properly, when the user interface was easy, and when the system ran as an assistant to—rather than as a replacement for–other workers. Probably one of the strongest negative forces discouraging use, however, was the high cost of training. Customer's input was mentioned as a negative force, which discourages potential AI tool users from utilizing a particular tool. The content analysis of interview data provides support that positive and negative forces exist and weak support that the hypothesized alteration of forces by change agents affects user satisfaction. Expert system users are positively influenced by: benefits to firm and individuals; user involvement; management, corporate, and financial support; introduction process; and technical system features. They are negatively influenced by: user attitudes; technical system features; education and training; experts' fear of losing control; and management, corporate, and financial support.
