20.500.12556/ReVIS-4984 Future knowledge and process pattern recognition in weakly defined organizational formations doctoral dissertation Bodoče znanje in prepoznava procesnih vzorcev znotraj nejasno definiranih organizacijskih struktur doktorska disertacija Customer knowledge as an influence on service provider’s business processes during emergencies is an interesting and relevant research topic. The aim of this research was to identify possible emergency response process improvements based on existing learning processes, and possible future knowledge exchange improvements. I reached the predefined objective, i.e. to identify how customer knowledge influences providers’ business processes and consequently triggers social impact, by conducting extensive work on all five parts of the thesis. I confirmed that the customer-provider relation based on customer knowledge exists and appears in several different forms. Finally, I identified possible improvements of the research and possibilities for further research by applying the designed methodological framework network analysis on a broader geographical scale. A significant contribution of this thesis is the integration of three fields of management: business process management, knowledge management, and disaster management. The research focuses on identifying knowledge-based customer-provider relations by emphasizing customer knowledge as an influence on provider’s business processes and possible consequential social impact. By studying these relations, I went beyond the usual comfort zone of conventional formal organizations and employed a loosely coupled system which emerges as a flood response mechanism during flood events. Znanje potrošnikov, ki nastopi kot vpliv na poslovne procese ponudnika storitev, v stanju izrednih razmer, je zanimivo in relevantno raziskovalno področje. Namen raziskave je bil identificirati možne izboljšave procesa odziva, ob naravnih nesrečah, ki bi izhajale iz obstoječih učnih procesov in morebitnih bodočih izboljšavah izmenjave znanja. Zadan cilj, ugotoviti kako znanje potrošnikov vpliva na poslovne procese ponudnika storitev in kako se le-to odrazi v družbenem okolju, sem dosegel s poglobljeno raziskavo na petih segmentih tega dela. Potrdil sem, da se odnos med potrošnikom in ponudnikom, ki izhaja iz znanja potrošnika, pojavlja v različnih oblikah. Nenazadnje sem nanizal tudi možnosti za izboljšavo raziskave in možnosti za nadalnje raziskovalno delo, preko uporabe metod za analizo kompleksnih omrežij in izvedbo raziskave na širšem geografskem območju. Pomemben znanstveni doprinos tega dela je združitev upravljanja poslovnih procesov, upravljanja znanja in obvladovanja naravnih nesreč. Raziskava je usmerjena na indentifikacijo odnosa med potrošnikom in ponudnikom, ki temelji na znanju potrošnika kot nosilcu vpliva na poslovne procese ponudnika, takšen vpliva pa se lahko dotakne tudi socialnega okolja. Z raziskovanjem tovrstnih odnosov, sem presegel okvir formalne organizacije in svoje delo apliciral na ohlapen organizacijski sistem, ki se vzpostavi kot zaščitni mehanizem ob nastanku poplav. business process management knowledge management disaster management public safety loosely coupled systems customer knowledge flood events doctoral dissertation upravljanje poslovnih procesov upravljanje znanja obvladovanje naravnih nesreč javna varnost ohlapni sistemi znanje potrošnikov poplave doktorska disertacija true true false [J. Agrež] Angleški jezik Slovenski jezik Doktorsko delo/naloga 2018-08-21 15:34:29 2018-08-22 10:09:59 2024-12-19 19:14:16 0000-00-00 00:00:00 2016 0 Novo mesto 2016 Novo mesto Na ov.: Doctoral dissertation; 199 str., [72] str. pril 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.7:004.93(043.2) 2048388883 DR_Agrez_Jernej_i2016.pdf DR_Agrez_Jernej_i2016.pdf 1 A6ED3ACD05EB5A7A0A9D9CA27467A5EF fe54461e4c5da90758cd48be8eed53f73549abee5e82ed9944270233b20753f0 1b883608-2898-11ef-9c9e-001a4af901a5 https://revis.openscience.si/Dokument.php?lang=slv&id=4591 Fakulteta za informacijske študije v Novem mestu 0 0 0