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Service systems are often characterized by large components of human work and the need to make decisions based on human performance. Human cognitive limitations and the abilities of computers to compensate led to decision support systems (DSS). While a computerized DSS fits the needs of human cognitive limits, the strengths of human cognitive abilities are often overlooked. Human performance is often monitored by task completion in terms of timeliness and accuracy. A failure of this is thatdoi:10.4018/ijisss.2013100103 fatcat:aiep3cqswrh4hkaimid62m26wa