Process Tracing Methods in Decision Support Systems Research: Exploring the Black Box

TLDR

Process tracing methods, including verbal protocol analysis, are applicable to decision support system research. The study argues that process tracing, especially verbal protocol analysis, is essential for uncovering decision‑making black boxes and should be applied to specific DSS research areas. The authors review a range of process tracing techniques, detailing their strengths, weaknesses, and the analytical procedures for verbal protocols. The paper evaluates criticisms of verbal protocol analysis, concluding that many concerns are unfounded.

Abstract

An overview is provided of the appficability 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.