The Human Side Of Group Support Systems: Influences On Satisfaction And Effectiveness

This study investigates the effects of facilitator style (task-oriented vs. relationship-oriented) and participant mood positive and negative affect) on multiple measures of Group Support Systems (GSS) satisfaction and effectiveness. This research suggests that a relationship-oriented facilitator style is positively related to five (of six) GSS satisfaction measures—satisfaction with facilitator, agenda, software, task, and process. Positive participant mood at the outset of a GSS meeting is positively related to four measures of satisfaction—satisfaction with facilitator, task, process, and outcome. Surprisingly, negative mood did not adversely affect participant satisfaction as was expected. The results showed partial support for the expected relationships between facilitator style and effectiveness. The strongest positive relationship was found between a relationship-oriented facilitator style and a participants' desire and willingness to use GSS technology in the future. Contrary to expectations, the mood variables were not significantly related to participants' willingness to use GSS again. Implications of the findings and directions for future research are discussed.