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The purpose of this paper is to propose a solution to the problem of a lack of machine processable semantics in business process management.

The paper introduces a methodology that combines domain and company‐specific ontologies and databases to obtain multiple levels of abstraction for process mining and analysis. The authors valuated this approach with a real case study from the apparel domain, using a prototype system and techniques developed in the Process Mining Framework (ProM). The results of this approach are compared with similar research.

Semantically enriching process execution data can successfully raise analysis from the syntactic to the semantic level, and enable multiple perspectives of analysis on business processes. Combining this approach with complementary research in semantic business process management (SBPM) can provide results comparable to multidimensional analysis in data warehouse and on line analytical processing (OLAP) technologies.

The approach and prototype described in this paper improve the richness of semantics available for open‐source process mining and analysis tools like ProM, and the richness and detail of the resulting analysis.

In this chapter, we develop and present the Multi-Perspective Multilevel Model of emotional labor in organizations. This model is based on three perspectives: (1) a service requirement, (2) an intra-psychic process, and (3) an emotional display, each involving five levels of analysis: within-person, between persons, in interpersonal exchanges, in groups, and across the organization as a whole. Our model is differentiated from earlier characterizations of emotional labor in that we propose that the phenomenon begins with energy generation instead of energy depletion; and is neither a one-way nor a one-by-one service episode. We further proffer that the intra-psychic processes embedded in emotional labor represent a form of social self-regulation that impacts across multiple levels within service organizations. We conclude by discussing the implications and limitations of our model for emotional labor research.

The purpose of this paper is to demonstrate that process mining techniques can help to discover process models from event logs, using conventional high-level process modeling languages, such as Business Process Model and Notation (BPMN), leveraging their representational bias.

The integrated discovery approach presented in this work is aimed to mine: control, data and resource perspectives within one process diagram, and, if possible, construct a hierarchy of subprocesses improving the model readability. The proposed approach is defined as a sequence of steps, performed to discover a model, containing various perspectives and presenting a holistic view of a process. This approach was implemented within an open-source process mining framework called ProM and proved its applicability for the analysis of real-life event logs.

This paper shows that the proposed integrated approach can be applied to real-life event logs of information systems from different domains. The multi-perspective process diagrams obtained within the approach are of good quality and better than models discovered using a technique that does not consider hierarchy. Moreover, due to the decomposition methods applied, the proposed approach can deal with large event logs, which cannot be handled by methods that do not use decomposition.

The paper consolidates various process mining techniques, which were never integrated before and presents a novel approach for the discovery of multi-perspective hierarchical BPMN models. This approach bridges the gap between well-known process mining techniques and a wide range of BPMN-complaint tools.

The purpose of this paper is to discuss a Multi-perspective approach to knowledge production in terms of a set of cybernetic concepts relevant to the approach; to describe a software system that computationally embodies the approach; and to articulate a research project that pragmatically employs the approach.

A definition is provided. The paper uses a survey methodology, exploring relevant cybernetic and contemporary technological concepts. An operational software mechanism (The Insight Engine) is discussed that enables the bridging of transdisciplinary concepts by a user in the service of accretive research –Recombinant Informatics.

Many cybernetic concepts are relevant to contemporary research into cognition and Neosentience research. More study needs to be undertaken related to historical BCL projects in terms of articulating relevance to contemporary research.

Future research seeks to extend the computational functionality of “The insight engine”, as well as uncover relevant BCL/cybernetic materials.

The software is unique in the field and already there is interest in its use by differing research communities including the Duke Institute for Brain Sciences, and at Stanford, research under Ian Hodder.

The Insight Engine has potential to be used as a multi-perspective tool for many different fields enabling different forms of distributed, transdisciplinary team-based research.

This text is valuable to researchers interested in new forms of interface, augmentation of thought and learning via computational approaches; and the development of bridges between novel research areas, including contemporary, historical BCL, and other cybernetic inquiry.

The purpose of this paper is to explore the nature of “researcher perspective” in articles published in the AIS Basket of 8 journals.

Purposive sampling: descriptive analysis of 659 articles published in three complete years of each of the eight leading journals (2001, 2008, 2015).

When observing phenomena, IS researchers mostly adopt the perspective of one of the stakeholders in the activities, commonly that of the sponsor of the information system that is in focus. 96% of relevant articles adopted a single-perspective approach, and 93% of those were oriented towards the system sponsor.

The discipline has not been exploiting opportunities to deliver greater value firstly through the adoption of perspectives other than that of the system sponsor, and secondly through dual- and multi-perspective research. Further, the ignoring of the viewpoints of other stakeholders is inconsistent with the requirements of the recently-adopted AIS Code of Ethics.

The dominance of single-perspective/system-sponsor-viewpoint research greatly constrains the benefits that IS research can deliver to IS practitioners and to the world at large.

The authors are not aware of any prior investigation into the nature of researcher perspective. We contend that an appreciation of the current bias is essential if IS research is to adapt, and thereby make far more useful contributions to practice.

Customer reviews on online platforms after their service experience not only provide useful information to help other customers make reasonable decisions about the hotel, but also provide a great opportunity for scholars to refresh the research directions on customer experience and satisfaction in tourism services. This paper aims to discover the key driver of international tourist satisfaction in the hospitality service and the way to effectively improve this factor, starting with the abundant online customer reviews.

A multi-perspective approach was used to compare the differences in service providers and service user’s interpretation of the factors that shape customer satisfaction. In addition to content analysis of nearly 2,500 online reviews of international tourists for 21 high-class hotels in Vietnam on Booking.com in 2019, the authors conducted in-depth interviews with the managers of 5-star hotels to show a comprehensive picture of customer satisfaction drivers, especially the staff factor.

The research results have clarified the main aspects of the staff – the most important service factor among the seven hotel service factors investigated from the customer’s perspective. On the other hand, the study also emphasized the gap between customers’ perception of the staff and the enterprise’s efforts and implementation of this factor. These findings allowed to identify aspects of staff that could be further improved to more effectively satisfy customers and provide a superior experience.

The study suggested a potential research direction using a multi-perspective approach to better understand trends and shifts in customer experience and satisfaction. Further studies could overcome the limitation of the research scope of this paper by examining different destinations or expanding the exploration of both mid-range and budget hotels.

The findings offer implications for managers to improve tourist satisfaction by developing organizational culture and mindfulness-related training programs for employees.

This study has enriched the literature of tourism and hospitality services by providing empirical evidence on the exploitation of big data sources and deepening the insights into international tourist satisfaction with hotel services.

The purpose of this paper is to assess effective integration of two emerging technologies, new emerging opportunities for them and their diffusion in China.

A multi‐perspective analysis and causal models were developed to assess the emerging technologies as a result of the integration. In addition, an initial system dynamics model is developed to explore their diffusion.

Based on multi‐perspective analysis and causal models in both global and national environments, problems such as security and reliability are identified. System dynamics modeling is used in this paper to assist such foresight process. Different scenarios are proposed by the modeling to offer possible solutions facilitating the development of voice and video over wireless area network (VVoWLAN) in China.

While, the purpose of system dynamics modeling is to demonstrate the application of the methodology, simplifying assumptions are made. To deliver an accurate foresight model, additional data and modeling details will be required. This will lead to future works as an improvement of the model.

A multi‐perspective analysis and causal models were developed to assess the emerging technologies as a result of the integration. These models can easily be used by decision makers evaluating such technologies. The framework suggests that the diffusion of such emerging technologies like VVoWLAN needs to be planned strategically in order to fully realize the value of the integration opportunities identified in the first step.

The paper provides a framework for assessing emerging technologies in China.

This paper's aim is to study multi‐perspective strategic goal setting and performance reporting systems and investigate: if the strength of the alignment of the goals and performance measures is associated with organisational performance and if performance reporting emphasis (PRE) is associated with performance.

Structured interviews with CEOs of 50 Australian companies with sales greater than $100 million per annum were conducted.

The research identified 11 dimensions of PRE and 13 dimensions of organisational performance. The strength of the alignment of the strategic goals and the performance reporting measures was positively associated with organisational performance. PRE was positively associated with organisational performance. The alignment finding was the stronger of the two.

The research identified several dimensions of performance reporting that organisations might consider using in their performance reporting systems. The findings suggest organisations should closely align their strategic goals with their performance reporting measures. Further, if an organisation wishes to achieve high performance on a particular dimension, it should be given some emphasis in their performance reporting system.

The purpose of this paper is to analyze the detailed content and research framework of a knowledge management audit, from the view of operation flow based on a cognition summary of knowledge management audit proposed by many scholars and organizations, in order to put forward some references for effective implementation of an organization knowledge management project.

The paper carries out a multi‐perspective analysis of the cognition of knowledge management audit summarizes the similarities and differences between the different viewpoints, also a contrasting analysis on the method proposed by various scholars and organizations from the point of view of flow, and then constructs the conceptive framework of knowledge management audit.

Knowledge management audit is the first important step in a knowledge management project and includes four phases: preparation, analysis, implementation, and summary. Its primary content involves knowledge management environment audit, knowledge property audit, knowledge management ability audit and knowledge management performance audit, and its main modules consist of knowledge demand analysis, knowledge inventory analysis, knowledge map and knowledge flow analysis.

The paper provides a theoretical construction, but has not conducted a case study. In future research development, the framework of the paper will be improved through the case analysis of organization knowledge management practice.

By utilizing the research framework and method of the paper, an organization may understand rapidly the basic content of a knowledge management audit, implement an effective knowledge management audit to help improve organization (including non‐profit organization) performance and implement a knowledge management strategy.

The paper provides a framework for implementing a knowledge management audit.