Trust is essential: positive effects of information systems on users' memory require trust in the system.

Initial results suggest that decision support systems (DSSs) can trigger 'directed forgetting' in business settings if users trust in the DSS. In the present study, we further examined this trust effect on DSS-cued forgetting and related positive effects on users' cognitive resources, performance, and well-being. Moreover, we investigated how trust translates into behavioural intentions to use a DSS, and into actual usage of the DSS. Finally, we examined if risk-related framing of decision outcomes (loss vs. gain framing) moderates trust effects on directed forgetting and behavioural intentions. In line with our expectations, results of an experiment with N = 200 participants confirmed that trust significantly enhances directed forgetting, performance, and well-being. Behavioural intentions fully mediated the trust effect on DSS use. Framing of decision outcomes showed no moderation but a main effect on directed forgetting, with loss framing reducing the directed forgetting effect. Practitioner summary: This experimental study demonstrates the importance of trust in information systems to leverage positive effects of these systems on users' cognitive resources, performance, and well-being in a simulated complex business setting. Abbreviations: DSS(s): decision support system(s); R-F: remember-forget difference; ANOVA: difference analysis of variance.

Directed forgetting in organisations: the positive effects of decision support systems on mental resources and well-being.

Decision makers in organisations are often overtaxed by huge amounts of information in daily business processes. As a potential support strategy, this study examined 'directed forgetting' (Bjork, 1970) in a simulated sales planning scenario. We assumed that the availability of a computer-based decision support system (DSS) triggers the forgetting of decision-related background information. Such directed forgetting should not only release memory capacities for additional tasks but also enhance decision quality and decrease strain of decision makers. Assumptions were tested in an experimental study with N = 90 participants. Consistent with our assumptions, results revealed a higher recall of decision-unrelated information, higher decision quality and higher well-being when participants could use a DSS as compared to two Control conditions without a DSS. Moreover, directed forgetting effects were qualified by participants' trust in the DSS. This study provides the first evidence for directed forgetting effects cued by information systems in a business context. Practitioner summary: Information overload is an increasing challenge in modern business organisations. Extending findings from basic memory research, this study shows that availability of a computer-based decision support system triggers forgetting of decision-related background information, which in turn increases users' mental resources for additional tasks, decision quality, and well-being.

Trust and distrust in information systems at the workplace.

Digitalization of work processes is advancing, and this is increasingly supported by complex information systems (IS). However, whether such systems are used by employees largely depends on users' trust in these IS. Because there are few systematic studies on this topic, this research provides an initial exploration and validation of preconditions for trust in work-related IS. In Study 1, N = 30 professionals were asked to describe occupational incidents in which they had highly trusted or distrusted an IS. Content analysis of 111 critical incidents described in the in-depth interviews led to 12 predictors of trust and distrust in IS, which partly correspond to the structure of the established IS success model (Delone & McLean, 2003) but also exceed this structure. The resulting integrative model of trust in IS at work was validated in Study 2 using an online questionnaire with N = 179 professionals. Based on regression analyses, reliability (system quality) and credibility (information quality) of IS were identified as the most important predictors for both trust and distrust in IS at work. Contrasting analyses revealed diverging qualities of trust and distrust in IS : whereas well-being and performance were rated higher in trust events, experienced strain was rated higher in distrust events. Together, this study offers a first comprehensive model of trust in IS at work based on systematic empirical research. In addition to implications for theory advancement, we suggest practical implications for how to support trust and to avoid distrust in IS at work.