Organization - Journal of Management, Informatics and Human Resources / Organizacija - Revija za management, informatiko in kadre (University of Maribor)
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Raziskava pristopov k merjenju vitkega proizvodnega procesa
No full textPurpose: The purpose of the research is to explore a practical method of measuring the implementation of lean in a process. The method will be based on examining the abilities of a group. At this scale the ability to work standardized and solve problems is important. These two abilities are dependent of each other and are fundamental for the group’s ability to create a stable result. In this context the method of standardized work (SW) is define to be the methods used in a process to generate stable results. Problem solving (PS) is defined as the methods used to return a process to a condition where SW is possible. Methodology / approach: The research is conducted in a multiple case study in four large global manufacturing companies. The order of the data collection is: Firstly, interviews with the individuals that are centrally responsible for overall implementation of lean in the organization. Secondly, observe the implementation of SW and PS at the group level. In total 7 groups have been studied and 19 respondents interviewed. Findings: Results show that the central definition of the methods for standardized work does not by itself have a direct impact on success of implementation of SW at group level. The method of SW where similar on a general level in the different cases, but with varying levels of implementation at group level was applied. Results also show that key factors for a successful implementation of standardized work on group level are: Ownership of the process, Direct connection to result of process, Correct workload and Leader demand. Methods of PS at group level where dissimilar despite a superficially similar approach. The evaluation method used was successful in providing comparable results between the cases. Research limitations: A limitation of this research is within the scale of the measurement, as it only examines the group level. The research is further limited to four companies and seven groups. Originality/value of paper: This paper aims to fill a gap in the established measurement methods of lean, as it examines the abilities of SW and PS at the group level of a process. These abilities are often referred to as essential in lean theory. However, there has been little scholarly work in defining the methods of SW and PS or the key factors affecting the methods at an operational level.Namen: Namen raziskave je proučiti praktično uporabno metodo za merjenje vitkosti v proizvodnih procesih. Metoda je osnovana na raziskovanju sposobnosti skupine. Na tej ravni je pomembna sposobnost delati po standardih in reševati probleme. Ti dve sposobnosti sta med seboj odvisni in sta ključni za to, da skupina dosega stabilen rezultat. V tej zvezi je je metoda standardiziranega dela (SW) opredeljena kot metoda, uporabljena, da v procesu generira stabilne rezultate. Reševanje problemov (PS) je definirano kot zbir metod, ki se uporabijo za vračanje procesa v pogoje, kjer je možno standardizirano delo. Metodologija/pristop: Raziskava je bila izvedena kot študija več primerov v štirih velikih globalnih proizvodnih podjetjih. Zaporedje zbiranja podatkov je bilo naslednje: najprej smo izvedli intervjuje z managerji, ki so bili odgovorni za celotno uvedbo vitkosti v organizaciji. Nato smo opazovali uvedbo standardiziranega dela in reševanja problemov na ravni skupine. V celoti smo proučevali 7 skupin in izvedli intervjuje s 19 osebami. Ugotovitve: Rezultati kažejo, da osrednja definicija metod za standardizirano delo sama po sebi nima neposrednega vpliva na uvedbo standardiziranega dela na ravni skupine. Metode standardiziranega dela so bile v različnih primerih podobne na splošni ravni, toda na nivoju grup uporabljene v različnem obsegu. Rezultati tudi kažejo, da so ključni dejavniki za uspešno uvedbo standardiziranega dela na nivoju skupine naslednji: lastništvo procesa, neposredna povezava procesa in rezultatov dela, primerna delovna obremenitev in zahteve vodje. Metode reševanja problemov na ravni skupine so bile različne kljub – površno gledano – podobnemu pristopu. Metoda vrednotenja, ki smo jo uporabili, je bila uspešna in je dala rezultate, primerljive med različnimi proučevanimi primeri. Omejitve raziskave: Omejitev je , da v obsegu merjenja proučuje le raven skupin. Rezultati so nadalje omejeni na 4 podjetja in 7 skupin. Originalnost: Cilj članka je zapolniti vrzel v uveljavljenih metodah merjenja vitkosti kadar proučujemo možnosti standardiziranega dela in reševanja problemov na skupinski ravni procesa. Te sposobnosti so pogosto opisane kot ključne za teorijo vitke proizvodnje. Znanih je malo akademskih raziskav v zvezi z definicijo metod standardiziranega dela in reševanja problemov ali ključnih dejavnikov, ki vplivajo na te metode na operativnem nivoju
Registri kvalitete pri izobraževanju zdravstvenih poklicev: vrzeli v znanju in predlagane akcije
No full textBackground and purpose: The use of quality registers has increased rapidly in Sweden and they are identified as beneficial for health care competitiveness. A quality register is a structured gathering of patient information, to improve health care. However, the introduction of quality registers in health care organisations presupposes that employees know how to use them in quality improvement. Disconnections, or knowledge gaps, concerning quality registers hamper the possibilities to take advantage of them. Taking departure in professional health care educations, the purpose with the paper is to identify and explore knowledge gaps concerning quality registers. A second purpose is to propose actions to bridge the gaps. Methodology/Approach: In 2012 50 semi-structured telephone interviews were completed and the material analysed in the search for knowledge gaps. Results: Five knowledge gaps were found. Some professional health care educations teach improvement knowledge, but they have difficulties integrating quality registers as a resource in teaching. Quality registers do not sufficiently cooperate with professional health care educations and county councils do not generally include learning of quality registers in clinical placements/practicums. Conclusion: Professional health care educations need forums where they can collaborate with others to jointly explore how learning of quality registers can be integrated. There are promising approaches.Ozadje in namen: Uporaba registrov kvalitete na Švedskem je hitro narasla: registri veljajo za koristne pri izboljšanju konkurenčnosti zdravstva. Register kvalitete je strukturirana zbirka informacij o pacientih, katere namen je izboljšati zdravstveno varstvo. Uvajanje registrov kvalitete v organizacijah zdravstvenega varstva predpostavlja, da zaposleni vedo, kako jih uporabljati za izboljšanje kvalitete. Vrzeli v znanju v zvezi z registri kvalitete zmanjšujejo možnosti, da bi jih uporabili pri izboljšanju kvalitete. Poglavitni namen tega članka je ugotoviti in raziskati vrzeli v znanju v zvezi z registri kvalitete. Nadaljnji namen je predlagati akcije s katerimi bi lahko zapolnili te vrzeli. Metodologija/ pristop: V letu 2012 smo izvedli 50 delno strukturiranih telefonskih intervjujev in analizirali zbrane podatke s ciljem identificirati vrzeli v znanju. Rezultati: Ugotovili smo pet vrzeli v znanju. Nekatere zdravstvene izobraževalne institucije poučujejo izboljševanje znanja, a imajo težave z vključitvijo registrov kvalitete kot resurs pri poučevanju. Registri kvalitete pa ne sodelujejo dovolj z izobraževalnimi inštitucijami in občinski sveti v splošnem ne zahtevajo, da se registri kvalitete vključijo v klinične izobraževalne praktikume. Zaključek: Zdravstvene izobraževalne ustanove rabijo forume kjer bi lahko sodelovale in skupaj z drugimi proučile kako bi lahko znanje o registrih kvalitete vključili v izobraževanje. Nekateri pristopi se kažejo obetajoči
Razvoj managerskih kompetenc v akademskih podjetniških inkubatorjih na Poljskem
No full textBackground and purpose: Participation of future entrepreneurs in Academic Incubators of Entrepreneurship (AIE) in Poland is one of the innovative paths to shape their managerial competences. The aim of the paper is to analyse and evaluate the activities of the AIEs as an environment inside of which managerial competencies are formed, and formulate recommendations concerning the improvement of AIEs, in terms of the development of managerial skills of futureentrepreneurs.Design/methodology/approach: The author relied on research – study surveys and empirical, qualitative, exploratory research, which were supported by figures. The author focused on four important issues:– Motives of researchers and students interested in the support of AIE;– The quality of support offered by the incubator to its participants as well as the frequency of use of this support by future entrepreneurs;– The possibility of extending the support system for AIE participants;– Traits / managerial and entrepreneurial competences desired in people running their own businesses.Results: AIE participants are focused primarily on implementing their business ventures and to a much lesser extent, care about the simultaneous development of their managerial competencies to manage these projects. It is manifested, among other by differentiated assessment of the suitability of certain forms of support from the incubator and the low intensity of use of this support. Despite this, AIE participants perceive the development of desirable traits and strengthening of specific entrepreneurial, management competencies. It is not a very dynamic growth, although it translates intotheir motivation to start a business after leaving the incubator.Conclusion: It is recommended to place greater emphasis on mobilizing the future entrepreneurs to make use of forms of support for the development of their managerial competences. It is necessary for complex preparation of future entrepreneurs to independently conduct business after leaving the incubator.Ozadje in namen: Sodelovanje bodočih podjetnikov v akademskih podjetniških inkubatorjih (AIE) na Poljskem je eden od inovativnih načinov z razvoj njihovih managerskih kompetenc. Cilj članka je analizirati in oceniti aktivnosti AIE kot okolja znotraj katerega se oblikujejo omenjene kompetence, in izdelati priporočila v zvezi z izboljšanje v delovanju AIE v smislu razvijanja managerskih spretnosti bodočih podjetnikov.Zasnova/metodologija/pristop: Študija je empirična, kvalitativna preliminarna raziskava, podprta s kvantitativnimi podatki. Avtorica se osredotoča na štiri pomembne vidike:– motive raziskovalcev in študentov, ki so zainteresirani za podporo s strani AIE– kvaliteto podpore, ki jo udeležencem nudijo AIE in intenzivnost te podpore– možnosti širitve podpore udeležencem AIE– managerske in podjetniške kompetence, ki jih želijo pridobiti udeleženci, ko začenjajo s svojo poslovno dejavnostjo.Rezultati: Udeleženci se usmerjajo predvsem na vzpostavljanje svoje poslovne dejavnosti in jih v veliko manjši meri zanima vzporeden razvoj lastnih managerskih kompetenc. Pokazalo se je, da udeleženci različno intenzivno uporabljajo posamezne oblike podpore, nekatere od njih uporabljajo zelo malo. Kljub temu pa zaznavajo, da AIS prispevajo k njihovemurazvoju in krepitvi specifičnih podjetniških in managerskih kompetenc. Pri tem ne gre za dinamično rast, vendar se rezultat odraža kot večja motivacija, da začnejo s svojo poslovno dejavnostjo, ko zapustijo inkubator.Zaključki: Priporočamo, da se bodoče podjetnike bolj motivira da uporabljajo ponujene oblike podpore pri razvoju njihovih managerskih kompetenc. Potrebna je kompleksna priprava bodočih podjetnikov, da neodvisno vodijo svojo poslovno dejavnost po tem, ko zapustijo inkubator
Uvodnik
No full textThe aim of this thematic issue »Recent Advances in Systems, Decision Making, Business Intelligence and Learning« is to continue presenting the research achievement from the area of Systems Approach and Decision Support Systems for assessments of complex problems. The majority of the contributions were presented at the 23rd Conference on System Research, Informatics and Cybernetics, Baden-Baden, Germany, August 1-5, 2013, in the stream Simulation Based Decision Support, chaired by Miroljub Kljajić. The special issue includes papers dealing with the development of simulation methodology, modeling tools and practice for decision assessment, service systems, control and optimization and agriculture dynamics research. To address those issues above firm policies need to be established as a result of continues search for a sustainable future. In that respect, the paper entitled »Weibull decision support systems in maintenance« addresses the Weibull distribution for the earliest decision support system for the assessment of a distribution for the parameters of the Weibull reliability model using expert information. The studies aimed to construct a distribution of the parameters of the Weibull reliability model and apply it in the domain of Maintenance Optimization. The parameters of the Weibull reliability model are considered as random variables and a distribution for the parameters is assessed using informed judgment in the form of reliability estimates from vendor information, engineering knowledge or experience in the field. The results are useful for the development of modern maintenance optimization models that can be embodied in decision support systems. The paper »Fuzzy optimization for portfolio selection based on embedding theorem in fuzzy normed linear spaces« generalizes the results of embedding problem of fuzzy number space and its extension into a fuzzy Banach space. The main idea behind the approach consists of taking advantage of interplays between fuzzy normed spaces and normed spaces in a way to get an equivalent stochastic program. Inspired by this embedding theorem, the authors propose a solution concept of fuzzy optimization problem which is obtained by applying the embedding function to the original fuzzy optimization problem. The proposed method is used to extend the classical Mean-Variance portfolio selection model into Mean Variance-Skewness model in a fuzzy environment under the criteria on short and long term returns, liquidity and dividends. A fuzzy optimization problem can be transformed into a multiobjective optimization problem which can be solved by using an interactive fuzzy decision making procedure. Investor preferences determine the optimal multiobjective solution according to alternative scenarios. The paper entitled »The development of sugar beet production and processing simulation model – a system dynamics approach to support decision-making processes« describes the system dynamics model for beet production development in order to support decision making. The sugar beet is the main field crop used for sugar production in the temperate climatic zone. The abolishment of the quota system will open new investment opportunities in countries that were forced to abandon sugar industry as the result of the reform in 2006. This paper describes the modeling of sugar beet production and its processing into sugar for the purpose of decision support. A system dynamics methodology was chosen to model impacts of regional sugar factory investment. The holistic model presents main feedback loops and dynamics of main elements in the case of regional investment into sugar industry. The factory model considered the specifics of the beet processing which is (a) limited period of beet processing and (b) initial adjustment to the production capacity at the start of the production season. The model seeks answers to strategic questions related to the whole sugar beet production and processing system and will be used for simulation of different scenarios for sugar production and their impact on economic and environmental parameters at an aggregate level. The purpose of the paper entitled »Key Factors for Development of Export in Polish Food Sector« was an attempt to establish the current determinants for the possibility to increase the exports of the Polish food sector and to identify potential opportunities and potential threats in the future. It was also decided to give an answer to the question whether any of the group factors has a greater impact on the development of exports than the other, and which issues play only a minor role in the development of international exchange. The analysis used involved the review of the relevant literature and forming a group of expert to specify the key factor of success in the food sector export. Basing on the experts research the STEEPVL analysis was carried out. It turned out that apart from a number of organizational, financial and marketing factors the most important factors are: the level of the IT infrastructure and the fluctuation of the demand on the international markets for the goods offered by the sector. The paper entitled »Extended Technology Acceptance Model for SPSS acceptance among Slovenian students of social sciences« has its aim in the development of a model for analysing the acceptance of the SPSS among university students of social sciences as one of the most widely used programs for statistical analysis in social sciences. The model is based on the widely known Technology Acceptance Model (TAM). The model 80 Organizacija, Volume 47 Editorial Number 2, May 2014 is tested using the web survey on the university students of social sciences from seven faculties at three Slovenian universities. The dependencies among the model components were studied and the significant dependencies were pointed out. The results of the empirical study prove that all external variables considered in the model are relevant, and directly influence both key components of the traditional TAM, »Perceived Usefulness« and »Perceived Ease of Use«. The obtained results are useful for educators, and can help them to improve the learning process. The guest editors hope that our selected topics display the stateof- the-art of the research efforts over the world coping with complex problem solving in a holistic way which is characteristic for modern Systems Research and Cybernetics! Moreover, we are very thankful to our journal Organizacija (Organization - Journal of Management, Information Systems and Human Resources) for having given us the opportunity and honour of hosting this special issue as a scientific project and service to the people on earth. We express our gratitude to the Editors of Organizacija, and hope that our special issue will well-demonstrate Organizacija being a premium journal and of a great scientific and social value!The aim of this thematic issue »Recent Advances in Systems, Decision Making, Business Intelligence and Learning« is to continue presenting the research achievement from the area of Systems Approach and Decision Support Systems for assessments of complex problems. The majority of the contributions were presented at the 23rd Conference on System Research, Informatics and Cybernetics, Baden-Baden, Germany, August 1-5, 2013, in the stream Simulation Based Decision Support, chaired by Miroljub Kljajić. The special issue includes papers dealing with the development of simulation methodology, modeling tools and practice for decision assessment, service systems, control and optimization and agriculture dynamics research. To address those issues above firm policies need to be established as a result of continues search for a sustainable future.In that respect, the paper entitled »Weibull decision support systems in maintenance« addresses the Weibull distribution for the earliest decision support system for the assessment of a distribution for the parameters of the Weibull reliability model using expert information. The studies aimed to construct a distribution of the parameters of the Weibull reliability model and apply it in the domain of Maintenance Optimization. The parameters of the Weibull reliability model are considered as random variables and a distribution for the parameters is assessed using informed judgment in the form of reliability estimates from vendor information, engineering knowledge or experience in the field. The results are useful for the development of modern maintenance optimization models that can be embodied in decision support systems. The paper »Fuzzy optimization for portfolio selection based on embedding theorem in fuzzy normed linear spaces« generalizes the results of embedding problem of fuzzy number space and its extension into a fuzzy Banach space. The main idea behind the approach consists of taking advantage of interplays between fuzzy normed spaces and normed spaces in a way to get an equivalent stochastic program. Inspired by this embedding theorem, the authors propose a solution concept of fuzzy optimization problem which is obtained by applying the embedding function to the original fuzzy optimization problem. The proposed method is used to extend the classical Mean-Variance portfolio selection model into Mean Variance-Skewness model in a fuzzy environment under the criteria on short and long term returns, liquidity and dividends. A fuzzy optimization problem can be transformed into a multiobjective optimization problem which can be solved by using an interactive fuzzy decision making procedure. Investor preferences determine the optimal multiobjective solution according to alternative scenarios.The paper entitled »The development of sugar beet production and processing simulation model – a system dynamics approach to support decision-making processes« describes the system dynamics model for beet production development in order to support decision making. The sugar beet is the main field crop used for sugar production in the temperate climatic zone. The abolishment of the quota system will open new investment opportunities in countries that were forced to abandon sugar industry as the result of the reform in 2006. This paper describes the modeling of sugar beet production and its processing into sugar for the purpose of decision support. A system dynamics methodology was chosen to model impacts of regional sugar factory investment. The holistic model presents main feedback loops and dynamics of main elements in the case of regional investment into sugar industry. The factory model considered the specifics of the beet processing which is (a) limited period of beet processing and (b) initial adjustment to the production capacity at the start of the production season. The model seeks answers to strategic questions related to the whole sugar beet production and processing system and will be used for simulation of different scenarios for sugar production and their impact on economic and environmental parameters at an aggregate level.The purpose of the paper entitled »Key Factors for Development of Export in Polish Food Sector« was an attempt to establish the current determinants for the possibility to increase the exports of the Polish food sector and to identify potential opportunities and potential threats in the future. It was also decided to give an answer to the question whether any of the group factors has a greater impact on the development of exports than the other, and which issues play only a minor role in the development of international exchange. The analysis used involved the review of the relevant literature and forming a group of expert to specify the key factor of success in the food sector export. Basing on the experts research the STEEPVL analysis was carried out. It turned out that apart from a number of organizational, financial and marketing factors the most important factors are: the level of the IT infrastructure and the fluctuation of the demand on the international markets for the goods offered by the sector.The paper entitled »Extended Technology Acceptance Model for SPSS acceptance among Slovenian students of social sciences« has its aim in the development of a model for analysing the acceptance of the SPSS among university students of social sciences as one of the most widely used programs for statistical analysis in social sciences. The model is based on the widely known Technology Acceptance Model (TAM). The model 80 Organizacija, Volume 47 Editorial Number 2, May 2014 is tested using the web survey on the university students of social sciences from seven faculties at three Slovenian universities. The dependencies among the model components were studied and the significant dependencies were pointed out. The results of the empirical study prove that all external variables considered in the model are relevant, and directly influence both key components of the traditional TAM, »Perceived Usefulness« and »Perceived Ease of Use«. The obtained results are useful for educators, and can help them to improve the learning process.The guest editors hope that our selected topics display the stateof- the-art of the research efforts over the world coping with complex problem solving in a holistic way which is characteristic for modern Systems Research and Cybernetics! Moreover, we are very thankful to our journal Organizacija (Organization - Journal of Management, Information Systems and Human Resources) for having given us the opportunity and honour of hosting this special issue as a scientific project and service to the people on earth. We express our gratitude to the Editors of Organizacija, and hope that our special issue will well-demonstrate Organizacija being a premium journal and of a great scientific and social value
Relacije med optimizmom, pre-podjetniško radovednostjo in podjetniško radovednostjo
No full textBackground: Entrepreneurship and entrepreneurs become more and more interesting fields for a scientific research. This paper addresses the relationship between optimism, pre-entrepreneurial curiosity and entrepreneurial curiosity as three determinants of entrepreneurial psychology. Literature review showed optimism is important for entrepreneurs and influence them mostly in a positive way. Although entrepreneurial curiosity is important determinant for entrepreneurs and it was connected with entrepreneurial self-efficacy, openness, and company’s growth the connection with optimism remained unexplored until this research. Methods: A multi-country empirical validation was conducted on a sample of entrepreneurs from Slovenia and USA. A structural equation modelling, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to develop a model, which complement theoretical predisposition and fit the data. Results: The results of the study show that higher levels of optimism lead to higher levels of pre-entrepreneurial curiosity and higher levels of pre-entrepreneurial curiosity lead to higher levels of entrepreneurial curiosity. Conclusions: The contribution of this study is manifold. From the theoretical view, a literature gap on the field of optimism and entrepreneurial curiosity combined is fulfilled and a structural equation model with optimism and entrepreneurial curiosity was established. Since openness, pre-entrepreneurial curiosity and entrepreneurial curiosity are related policy makers can test individuals according to their level of researched determinants and motivate more entrepreneurial perspective ones to become active in the entrepreneurship process. Thus, entrepreneurs can use these results to recruit more entrepreneurial oriented employees.Ozadje: Proučevanje podjetništva in podjetnikov postajata vedno bolj zanimivi področji v znanstveni literaturi. Tako ta članek obravnava relacije med optimizmom, pre-podjetniško radovednostjo in podjetniško radovednostjo kot tremi dejavniki podjetniške psihologije. Pregled literature je pokazal, da je optimizem pomemben za podjetnike in vpliva nanje večinoma v pozitivni smeri. Čeprav je podjetniška radovednost pomemben dejavnik, ki vpliva na podjetnike in je bila v preteklosti povezana s podjetniško samo učinkovitostjo, odprtostjo in rastjo podjetja, je bila povezava z optimizmom neraziskana do te raziskave. Metode: Meddržavna empirična validacija je bila izvedena na vzorcu podjetnikov iz Slovenije in ZDA. Za razvoj modela, ki dopolnjuje teoretične predispozicije in potrjuje ustreznost podatkov so bili uporabljeni strukturno modeliranje enačb, raziskovalna faktorska analiza (EFA) in konfirmatorna faktorska analiza (CFA). Rezultati: Rezultati raziskave kažejo, da višje ravni optimizma vplivajo na višje ravni pre-podjetniške radovednosti in da višje ravni pre-podjetniške radovednosti vplivajo na višje ravni podjetniške radovednosti. Sklep: Prispevek te študije je večplasten. S teoretičnega vidika, je bila zapolnjena vrzel literature na področju povezave optimizma in podjetniške radovednosti ter ustvarjen strukturni model enačb z optimizmom in podjetniško radovednostjo. Glede na dejstvo, da so odprtost, pre-podjetniška radovednost in podjetniška radovednost povezani, lahko oblikovalci politike identificirajo posameznike glede na njihovo stopnjo, v tem članku raziskanih dejavnikov in motivirajo bolj podjetniško perspektivne, da postanejo aktivni v procesu podjetništva. Nadalje lahko podjetniki uporabijo te rezultate kot pomoč pri zaposlovanju bolj podjetniško usmerjenih zaposlenih
Recenzenti v letu 2014
No full textFakhrul Zaman Abdullah, Fahad Bin Sultan University, College of Business and Management, Tabuk, Saudi ArabiaKhalid Aboura, University of Dammam, College of Business Administration, Dammam, Saudi ArabiaRoberto Biloslavo, University of Primorska, Faculty of Management, Koper, SloveniaJoanna Cygler, Warsaw School of Economics, Institute of Management, Warsaw, PolandMatej Černe, University of Ljubljana, Faculty of Economics, Ljubljana, SloveniaMladen Čudanov, University of Belgrade, Faculty of Organizational Sciences, Beograd, SerbiaNina Đurica, Higher School of professional Studies, Beograd, SerbiaMagali Girard, University of Montreal Hospital Research Centre, Montreal, CanadaBoštjan Gomišček, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaNikola Gradojević, IÉSEG School of Management, Lille, FranceAthanasios Hadjimanolis, European University Cyprus,Department of Management & Marketing, Nicosia, CyprusMatej Janežič, Institute of Chemistry, Ljubljana, SloveniaNorizan Mohd Kassim, UTM International Business School, Kuala Lumpur, MalaysiaErdem Kiliç, MEF University, Department of Economics, Istambul, TurkeyMiroljub Kljajić, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaJure Kovač, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaMatjaž Maletič, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaDamjan Maletič, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaIvana Mamić Sačer, University of Zagreb, Faculty of Economics and Business, Zagreb, CroatiaMiha Marič, University of Maribor, Faculty of Organizational Sciences, 4000, SloveniaSuzana Marković, University of Rijeka, Faculty of tourism and Hospitality Management, Rijeka, CroatiaGrzegorz Michalski, Wroclaw University of Economics, Wroclaw, PolandAnna Michna, Technical University of Gliwice, Faculty of Organization and Management, Gliwice, PolandMonika Mynarska, Cardinal Stefan Wyszynski University, Warsaw, PolandAsha Nagendra, Symbiosis Institute of Management Studies (SIMS), Pune, IndiaJuraj Nemec, Matej Bel University, Faculty of Economics, Banska Bystrica, SlovakiaAleš Novak, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaVesna Novak, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaSjors Overman, Radbout University, Nijmegen School of Management, Nijmegen, NetherlandsMilan Pagon, Zayed University, Dubai, United Arab EmiratesIvica Pervan, University of Split, Faculty of Economics, Split, CroatiaVladislav Rajkovič, University of Maribor, Faculty of Organizational Science, Kranj, SloveniaGeetha Ranmuthugala, The University of Queensland, Rural Clinical School, Toowoomba, AustraliaKylli Sarapuu, Tallinn University of Technology, Department of Public Administration, Tallin, EstoniaMarjan Senegačnik, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaDalia Susniene, Kaunas University of Technology, Panevezys Institute, Panevezys, LithuaniaAndrej Škraba, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaBranislav Šmitek, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaDavid Špaček, Masaryk University, Faculty of Economics and Administration, Brno, Czech RepublicJudit Takács, Institute of Sociology of the Hungarian Academy of Sciences, Budapest, HungaryIvan Todorović, University of Belgrade, Faculty of Organizational Sciences, Beograd, SerbiaMarko Urh, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaArnošt Veselý, Charles University in Prague, Faculty of Social Sciences, Prague, Czech RepublicJanja Vuga, University of Ljubljana, Faculty of Social Sciences, Ljubljana, SloveniaYi-Hsien Wang, Chinese Culture University, Dept. Banking & Finance, Taipei, TaiwanGerhard Wilhelm Weber, Middle East Technical University (ODTÜ), Institute of Applied Mathematics (UME), Ankara, TurkeyBorut Werber, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaMarkus Westner, OTH Regensburg, Faculty of information Systems and Informatics, Regensburg, GermanyJustyna Witkowska, University of Warmia and Mazury in Olsztyn, Faculty of Economic Sciences, Olsztyn, PolandAnja Žnidaršič, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaFakhrul Zaman Abdullah, Fahad Bin Sultan University, College of Business and Management, Tabuk, Saudi ArabiaKhalid Aboura, University of Dammam, College of Business Administration, Dammam, Saudi ArabiaRoberto Biloslavo, University of Primorska, Faculty of Management, Koper, SloveniaJoanna Cygler, Warsaw School of Economics, Institute of Management, Warsaw, PolandMatej Černe, University of Ljubljana, Faculty of Economics, Ljubljana, SloveniaMladen Čudanov, University of Belgrade, Faculty of Organizational Sciences, Beograd, SerbiaNina Đurica, Higher School of professional Studies, Beograd, SerbiaMagali Girard, University of Montreal Hospital Research Centre, Montreal, CanadaBoštjan Gomišček, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaNikola Gradojević, IÉSEG School of Management, Lille, FranceAthanasios Hadjimanolis, European University Cyprus,Department of Management & Marketing, Nicosia, CyprusMatej Janežič, Institute of Chemistry, Ljubljana, SloveniaNorizan Mohd Kassim, UTM International Business School, Kuala Lumpur, MalaysiaErdem Kiliç, MEF University, Department of Economics, Istambul, TurkeyMiroljub Kljajić, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaJure Kovač, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaMatjaž Maletič, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaDamjan Maletič, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaIvana Mamić Sačer, University of Zagreb, Faculty of Economics and Business, Zagreb, CroatiaMiha Marič, University of Maribor, Faculty of Organizational Sciences, 4000, SloveniaSuzana Marković, University of Rijeka, Faculty of tourism and Hospitality Management, Rijeka, CroatiaGrzegorz Michalski, Wroclaw University of Economics, Wroclaw, PolandAnna Michna, Technical University of Gliwice, Faculty of Organization and Management, Gliwice, PolandMonika Mynarska, Cardinal Stefan Wyszynski University, Warsaw, PolandAsha Nagendra, Symbiosis Institute of Management Studies (SIMS), Pune, IndiaJuraj Nemec, Matej Bel University, Faculty of Economics, Banska Bystrica, SlovakiaAleš Novak, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaVesna Novak, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaSjors Overman, Radbout University, Nijmegen School of Management, Nijmegen, NetherlandsMilan Pagon, Zayed University, Dubai, United Arab EmiratesIvica Pervan, University of Split, Faculty of Economics, Split, CroatiaVladislav Rajkovič, University of Maribor, Faculty of Organizational Science, Kranj, SloveniaGeetha Ranmuthugala, The University of Queensland, Rural Clinical School, Toowoomba, AustraliaKylli Sarapuu, Tallinn University of Technology, Department of Public Administration, Tallin, EstoniaMarjan Senegačnik, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaDalia Susniene, Kaunas University of Technology, Panevezys Institute, Panevezys, LithuaniaAndrej Škraba, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaBranislav Šmitek, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaDavid Špaček, Masaryk University, Faculty of Economics and Administration, Brno, Czech RepublicJudit Takács, Institute of Sociology of the Hungarian Academy of Sciences, Budapest, HungaryIvan Todorović, University of Belgrade, Faculty of Organizational Sciences, Beograd, SerbiaMarko Urh, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaArnošt Veselý, Charles University in Prague, Faculty of Social Sciences, Prague, Czech RepublicJanja Vuga, University of Ljubljana, Faculty of Social Sciences, Ljubljana, SloveniaYi-Hsien Wang, Chinese Culture University, Dept. Banking & Finance, Taipei, TaiwanGerhard Wilhelm Weber, Middle East Technical University (ODTÜ), Institute of Applied Mathematics (UME), Ankara, TurkeyBorut Werber, University of Maribor, Faculty of Organizational Sciences, Kranj, SloveniaMarkus Westner, OTH Regensburg, Faculty of information Systems and Informatics, Regensburg, GermanyJustyna Witkowska, University of Warmia and Mazury in Olsztyn, Faculty of Economic Sciences, Olsztyn, PolandAnja Žnidaršič, University of Maribor, Faculty of Organizational Sciences, Kranj, Sloveni
Odnos med komponentami zavarovalniških družb in kakovostjo njihovih storitev
No full textBackground and Purpose: An increasing number of insurance companies and the intensity of competition in this field require research on customer perceptions of the components of insurance services and insurance company. The objective of this study was to examine the conceptual model and to study the relationships between customer perceptions of the innovation, reputation, adequacy of premium, and adequacy of information about the coverage of insurance services. Design/Methodology/Approach: The research model was tested with structural equation modelling (SEM) with a sample of 200 Slovenian users of insurance services. Results: The results indicated that higher perceived innovation of insurance company was associated with higher perceived reputation of insurance company. In addition, higher perceived reputation of insurance company was associated with higher perceived adequacy of information about the coverage and the premium for insurance services. The study also found that higher perceived adequacy of premium was associated with higher perceived adequacy of information about the coverage of insurance services. Conclusion: The original contribution of this article is also the highlighting of relationship between perceived reputation of insurance company, perceived adequacy of information about the insurance premium and perceived adequacy of information about the coverage of insurance services.Namen: Povečevanje števila zavarovalnic in intenzivnost konkuriranja na trgu zahteva raziskovanje uporabnikovega zaznavanja komponent zavarovalnih storitev in zavarovalnic. Cilj študije je bil proučiti konceptualni model in odnose med uporabnikovim zaznavanjem inovativnosti zavarovalnice, ugleda zavarovalnice, ustreznosti informacij o zavarovalni premiji in ustreznosti zavarovalnega kritja zavarovalnih storitev. Metodologija: Raziskovalni model je bil testiran s pomočjo modeliranja s strukturnimi enačbami, na osnovi vzorca 200 slovenskih uporabnikov zavarovalnih storitev. Rezultati: Rezultati raziskave so pokazali, da višja kot je zaznana inovativnost zavarovalnice, višji je zaznani ugled zavarovalnice. Ugotovili smo tudi, da se višji zaznani ugled zavarovalnice odraža v višji zaznani ustreznosti informacij o zavarovalnem kritju in zavarovalni premiji zavarovalnih storitev. Študija je še pokazala, da višja kot je zaznana ustreznost informacije o zavarovalni premiji, višja je zaznana ustreznost informacij o zavarovalnem kritju zavarovalnih storitev. Sklepne ugotovitve: Izvirnost znanstvenega prispevka se kaže v obravnavanju odnosa med zaznanim ugledom zavarovalnice, zaznano ustreznostjo informacij o zavarovalni premiji in zaznano ustreznostjo informacij o zavarovalnem kritju zavarovalnih storitev
Sodelovanje uporabnikov in interakcija z uporabniki pri zagotavljanju storitev: primer muzejev in izobraževalnih storitev
No full textBackground and Purpose - In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI. Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational, and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions. Results - The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement. Conclusion - Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.Namen: Članek raziskuje determinante kvalitete uporabnikovega dojemanja storitev v procesih, ki vključujejo sodelovanje in interakcijo med uporabniki. Izhajajoč iz že znanih večdimenzionalnih pristopov k kvaliteti storitev, članek raziskuje relevantne vidike kvalitete povezane s sodelovanjem in interakcijo med uporabniki. Metodologija/pristop: Spremljali smo skupine zaposlenih in uporabnikov v vodilni organizaciji, ki nudi izobraževalne in raziskovalne storitve. Organizacija nudi širok spekter storitev, ki zahtevajo zelo različne ravni sodelovanja uporabnikov in sodelovanja med uporabniki. Ugotovitve: V študiji smo razlikovali tri dimenzije kvalitete storitev: (1) dimenzijo neposredno povezano s storitvijo ponudnika, (2) dimenzijo povezano s sodelovanjem uporabnika v aktivnostih storitve in (3) dimenzijo povezano z interakcijo med uporabniki. Članek prispeva k literaturi o kvaliteti storitev, tako, da identificira nove dimenzije, ki vplivajo na kvaliteto storitev v okolju kjer uporabnik aktivno sodeluje. Originalnost: Ponudniki storitev so razvili zelo različne procese ponudbe storitev, pogosto tako, da so povabili uporabnike, da prevzamejo aktivno vlogo v oblikovanju storitve. Pogosto tudi uporabniki sodelujejo med seboj. Članek spodbuja debato o ogrodjih kvalitete storitev, in informira načrtovalce in managerje storitev kje je sodelovanje uporabnikov in sodelovanje med uporabniki ključnega pomena
Perspektive k potrošniku usmerjenih družabnih medijev
No full textBackground and Purpose: The term 'social media' refers to a cluster of applications and online services that support human interaction and content broadcasting and sharing. Current services are isolated islands or 'walled gardens', and are based on a business model that is highly exploitative of individuals and their data. Design/Methodology/Approach: Surveys of the refereed literature have been undertaken on several occasions during the period 2012-13. Reviews were conducted of social media services that are reasonably described as 'consumer-oriented'. Media reports on those services were uncovered. The available information was then subjected to analysis, including reflection based on prior research conducted by the author. Results: Required characteristics of consumer-oriented social media, and barriers to emergence and adoption of such services were identified. That provided a basis for proposing means to overcome those barriers. Key impediments to the emergence of such services were identified, and means of overcoming the impediments outlined. Conclusion: An alternative, consumer-oriented approach is feasible, involving open architecture, inter-operability and portability features, fair terms and privacy-sensitivity.Ozadje in namen: Izraz ‘družabni mediji’ pomeni grozd nalinijskih storitov, ki podpirajo človekovo interakcijo, razširjanje in skupno rabo vsebin. Sedanje storitve so izolirani otočki ali ‘ograjeni vrtički’ in temeljijo na poslovnem modelu, ki močno izrablja posameznike in njihove podatke. Zasnova/metodologija/ pristop: V času med letoma 2012-13 je bilo narejenih več pregledov literature, ki so se nanašali na družabne medije, ki lahko imenujemo ‘potrošniško usmerjene’. Dobljena informacija je bila analizirana, upoštevajoč tudi rezultate avtorjevih predhodnih raziskav. Rezultati: Identificirali smo značilnosti potrošniško usmerjenih družabnih medijev in ovir za delovanje in širšo uporabo teh medijev. S tem smo dobili osnovo, da predlagamo sredstva kako preseči te ovire. Identificirali smo ključne ovire za širjenje teh medijev in predlagali sredstva, kako bi lahko presegli te ovire. Zaključek: Alternativni, k potrošniku usmerjeni pristop je možen, vključuje odprto arhitekturo, interoperabilnost in prenosljivost, poštene pogoje storitev in občutljivost glede zasebnosti