The Journal of Society for Advancing Innovation and Research in Economy

Business Systems Research Journal

Business Systems ONL

<abstract><title style='display:none'>Abstract</title> Background A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performance measure. Results of previous research show that this can be done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre. Methods/Approach: The arrival and the service patterns were analysed, and it was concluded that the call centre under consideration can be described using the M/M/r {infinity/infinity/FIFO} queueing model. Results: An appropriate number of operators were determined for different peak periods of the working day, taking into consideration the following four performance measures: the expected waiting time, the expected number of waiting customers, the probability that a calling customer will have to wait, and the call centre service level. Conclusions: The obtained results prove the usefulness and applicability of the queueing models as a tool for a call centre performance optimization. In practice, all the data needed for such a mathematical analysis are usually provided. This paper is aimed at illustrating how such data can be efficiently exploited.</abstract>

Abstract

Faculty of Organizational Sciences, University of Maribor, Slovenia

Keywords 

<article-title>Optimization of a Call Centre Performance Using the Stochastic Queueing Models</article-title>

Optimization of a Call Centre Performance Using the Stochastic Queueing Models

{"article-title":"Optimization of a Call Centre Performance Using the Stochastic Queueing Models"}

<abstract><title style='display:none'>Abstract</title> Background: Aging is one of the most serious problems that most developed countries are facing in the 21st century. In the European Union, Member States are responsible for the planning, funding and administration of health care and social protection systems. Local authorities and state governments should undertake research toward developing an appropriate array of community-based care services for old people. Objectives: This study analyses the regions of Slovenia for servicing old people in the 2000-2010 time horizon. Methods/Approach: Sets of functional regions were modelled for each year in the analysed period using the Intramax method. Functional regions were evaluated based on the attractiveness of central places for labour commuters and the propensity to commute between regions. Results: The results show that in addition to the nominally declared regional centres of Slovenia, there are also some other local centres that should be potentially included in the functional areas for servicing old people. Conclusions: The results suggest that the regionalization into seven functional regions is the most convenient for servicing old people in the region. Furthermore, some additional functional regions at a lower level are suggested.</abstract>

Faculty of Civil and Geodetic Engineering, University of Ljubljana, Slovenia

Mediterranean Institute for Advanced Studies, Šempeter pri Gorici, Slovenia

<article-title>Regions for Servicing Old People: Case study of Slovenia</article-title>

Regions for Servicing Old People: Case study of Slovenia

{"article-title":"Regions for Servicing Old People: Case study of Slovenia"}

<abstract><title style='display:none'>Abstract</title> Background: There are several factors that lead to an improved level of competitiveness and increased net income of enterprises. Previous studies have shown that an appropriate use of statistical methods has positive effects on the level of competitiveness and on enterprises’ net income in general. Objectives: This study analyses the statistical methods use in Croatian small enterprises. The goal of this research is to establish whether most Croatian small enterprises use statistical methods and whether the enterprises that use statistical methods on average have greater net income than the enterprises that do not use statistical methods. Methods/Approach: A web survey was conducted on the sample of 631 small enterprises in Croatia in 2012. In the analysis a complex survey design was taken into account. Results: The results have shown that in most Croatian small enterprises statistical methods are not used. The enterprises that use statistical methods on average have greater net income than the enterprises that do not use them. Conclusions: The results suggest that even though the use of statistical methods in small enterprises leads to higher net income, they are not used in the majority of Croatian small enterprises. If Croatian small enterprises want to succeed on the demanding European Union’s market they should consider using statistical methods in their business.</abstract>

Faculty of Economics and Business, University of Zagreb, Croatia

Faculty of Economics, University of Ljubljana, Slovenia

Faculty of Economics and Business, University of Zagreb, Zagreb, Croatia

<article-title>Statistical Methods Use in Small Enterprises: Relation to Performance</article-title>

Statistical Methods Use in Small Enterprises: Relation to Performance

{"article-title":"Statistical Methods Use in Small Enterprises: Relation to Performance"}

<abstract><title style='display:none'>Abstract</title> Background: Organisations nowadays operate in a very dynamic environment, and therefore, their ability of continuously adjusting the strategic plan to the new conditions is a must for achieving their strategic objectives. BSC is a well-known methodology for measuring performances enabling organizations to learn how well they are doing. In this paper, “BSC for IS” will be proposed in order to measure the IS impact on the achievement of organizations’ business goals. Objectives: The objective of this paper is to present the original procedure which is used to enhance the BSC methodology in planning the optimal targets of IS performances value in order to maximize the organization's effectiveness. Methods/Approach: The method used in this paper is the quantitative methodology - linear programming. In the case study, linear programming is used for optimizing organization’s strategic performance. Results: Results are shown on the example of a case study national park. An optimal performance value for the strategic objective has been calculated, as well as an optimal performance value for each DO (derived objective). Results are calculated in Excel, using Solver Add-in. Conclusions: The presentation of methodology through the case study of a national park shows that this methodology, though it requires a high level of formalisation, provides a very transparent performance calculation.</abstract>

University of Split, Faculty of Economics, Croatia

<article-title>How to Use Linear Programming for Information System Performances Optimization</article-title>

How to Use Linear Programming for Information System Performances Optimization

{"article-title":"How to Use Linear Programming for Information System Performances Optimization"}

<abstract><title style='display:none'>Abstract</title> Background: Liquidity is, in practice of portfolio investment, an important attribute of stocks and measuring illiquidity presents a real challenge for researchers, primarily on developed stock markets. Moreover, there is a lack of research dealing with (il)liquidity on emerging markets. In the paper, the problem of applicability and validity of two well-known illiquidity measures, ILLIQ and TURN, on European emerging markets is observed. Objectives: The paper has two main purposes. The first is to test the relative performance of the two selected illiquidity measures in terms of their validity on European emerging stock markets. The second is to propose a new and improved illiquidity measure named Relative Change in Volume (RCV). Methods/Approach: Using daily returns and traded volumes for 12 stocks which are constituents of stock indices on seven observed markets, ILLIQ and TURN along with the new proposed measure are calculated and tested based on correlation with return. All measures are tested and proposed using the single stock approach. Results: It is shown that ILLIQ and TURN are not appropriate for seven observed markets. The measures do not follow the obligatory request that returns increase in illiquidity while RCV has the ability of taking into account the pressure of big differences in volume on return. RCV gives satisfactory results, making clear the distinction between liquid and illiquid stocks and between liquid and illiquid markets. Conclusions: The proposed measure potentially has important implications in illiquidity measurement in general, and not only for investors on emerging stock markets.</abstract>

University of Split, The University Department of Professional Studies, Croatia

<article-title>How to Measure Illiquidity on European Emerging Stock Markets?</article-title>

How to Measure Illiquidity on European Emerging Stock Markets?

{"article-title":"How to Measure Illiquidity on European Emerging Stock Markets?"}

<abstract><title style='display:none'>Abstract</title> Background: Large-dimensional data modelling often relies on variable reduction methods in the pre-processing and in the post-processing stage. However, such a reduction usually provides less information and yields a lower accuracy of the model. Objectives: The aim of this paper is to assess the high-dimensional classification problem of recognizing entrepreneurial intentions of students by machine learning methods. Methods/Approach: Four methods were tested: artificial neural networks, CART classification trees, support vector machines, and k-nearest neighbour on the same dataset in order to compare their efficiency in the sense of classification accuracy. The performance of each method was compared on ten subsamples in a 10-fold cross-validation procedure in order to assess computing sensitivity and specificity of each model. Results: The artificial neural network model based on multilayer perceptron yielded a higher classification rate than the models produced by other methods. The pairwise t-test showed a statistical significance between the artificial neural network and the k-nearest neighbour model, while the difference among other methods was not statistically significant. Conclusions: Tested machine learning methods are able to learn fast and achieve high classification accuracy. However, further advancement can be assured by testing a few additional methodological refinements in machine learning methods.</abstract>

University of Josip Juraj Strossmayer in Osijek, Faculty of Economics, Croatia

<article-title>A Comparison of Machine Learning Methods in a High-Dimensional Classification Problem</article-title>

A Comparison of Machine Learning Methods in a High-Dimensional Classification Problem

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Business Systems Research Journal ist in den folgenden Services indiziert: <ul> <li> Baidu Scholar </li> <li> Cabell's Whitelist </li> <li> CEJSH (The Central European Journal of Social Sciences and Humanities) </li> <li> CNKI Scholar (China National Knowledge Infrastructure) </li> <li> CNPIEC - cnpLINKer </li> <li> Dimensions </li> <li> DOAJ (Directory of Open Access Journals) </li> <li> EBSCO </li> <li> EconBiz </li> <li> Engineering Village </li> <li> ERIH PLUS (European Reference Index for the Humanities and Social Sciences) </li> <li> ExLibris </li> <li> Genamics JournalSeek </li> <li> Google Scholar </li> <li> Hrcak </li> <li> Inspec </li> <li> J-Gate </li> <li> JournalGuide </li> <li> JournalTOCs </li> <li> KESLI-NDSL (Korean National Discovery for Science Leaders) </li> <li> MyScienceWork </li> <li> Naver Academic </li> <li> Naviga (Softweco) </li> <li> Norwegian Register for Scientific Journals, Series and Publishers </li> <li> Publons </li> <li> QOAM (Quality Open Access Market) </li> <li> ReadCube </li> <li> Research Papers in Economics (RePEc) </li> <li> SCImago (SJR) </li> <li> SCOPUS </li> <li> Semantic Scholar </li> <li> Sherpa/RoMEO </li> <li> TDNet </li> <li> TEMA Technik und Management </li> <li> Ulrich's Periodicals Directory/ulrichsweb </li> <li> WanFang Data </li> <li> Web of Science - Emerging Sources Citation Index </li> <li> WorldCat (OCLC) </li> <li> X-MOL </li> </ul>

<DIV align=left> Open Access Statement The journal is an Open Access journal that allows a free unlimited access to all its contents without any restrictions upon publication to all users. <A href="https://sciendo-parsed-data-feed.s3.eu-central-1.amazonaws.com/BSRJ/Open_Access_License.pdf">Open Access License</A> Submit to the Journal The online submission system is available at the web address: <A href="https://hrcak.srce.hr/ojs/index.php/bsr/index">hrcak.srce.hr/ojs/index.php/bsr/index</A> Upload the Manuscript and the Open Access Licence to the system: <A href="https://hrcak.srce.hr/ojs/index.php/bsr/index">hrcak.srce.hr/ojs/index.php/bsr/index</A> Detailed submission instructions are available at the link: <A href="http://www.bsrjournal.org/for-authors.html">www.bsrjournal.org/for-authors.html</A> Processing fee There is a processing fee for this journal. The processing fee will be charged only to those authors whose papers will be accepted for publication. The processinf fee is 250 EUR. The processing fee is used only for covering the costs of the journal, since it is published by the non-profit research non-government organization Society for advancing research and innovation in the economy – IRENET. Authors who do not have the access to the funds for paying the processing fee may request the a waiver after acceptance of the paper. ​For further information, please send an e-mail at <A href="mailto:bsreditors@gmail.com">bsreditors@gmail.com</A> Review Process Editor reviews each paper and, if it is judged suitable for publication in Business Systems Research Journal, the paper is sent to at least two independent reviewers for blind peer review. After the consultation with the relevant members of the Editorial Board, taking into account reviewer's recommendations, the editor decides whether the paper will be accepted as is, revised or rejected.　 Manuscript Requirements BSR paper template should be used for preparing the paper. The maximum length of the paper is 10.000 words. Maximum title length is 10 words.　 <UL> <LI>Abstract (max 200 words) should consist on the following parts (formatted in Bold) described with one or two sentences: Background; Objectives; Method; Results and Conclusion. </LI> </UL> <UL> <LI>Maximum 10 keywords are allowed. </LI> <LI>JEL classification of the paper should be submitted according to the classification scheme available at the link　<A href="https://www.aeaweb.org/jel/guide/jel.php">www.aeaweb.org/jel/guide/jel.php</A> </LI> </UL> Abstract should be no longer than 200 words. Background:　Background of the research should be explained in a few sentences. Objectives:　Objectives of the paper should be clearly stated in 1-2 sentences Method/Approach:　Statistical methods or other research approaches used in the paper should be explained in 1-2 sentences. Results/Findings:　Results of the research should be presented in 1-2 sentences.　 Conclusion:　Main conclusions should be debriefed in 1-2 sentences. The paper should be formatted according to the instructions of the BSR Paper Template available at the: <A href="http://www.bsrjournal.org/for-authors.html">www.bsrjournal.org/for-authors.html</A> Introduction The introduction should describe the nature of the problem and current state of knowledge; state the purpose, scope and general methods, and present hypothesis and/or research goals. The paper should demonstrate an adequate understanding of the relevant literature in the field and cite an appropriate range of literature sources. Any significant work should not be ignored. The introduction should state clearly the objective of the paper as well as the context of the investigation. The literature review should be limited to the articles, books and other items that are relevant to specific research questions addressed. The theoretical framework of the research may contain a full section explaining the motives of the research, identifying a gap in the existing literature of the research, and potential usefulness of the proposed theoretical basis. Methodology The empirical section should provide appropriate citations to the methodology used. Paper's argument should be built on an appropriate base of theory, concepts, or other ideas. The research or equivalent intellectual work on which the paper is based should be well designed. Methods employed should be appropriate. Results Full details of the analyses and results must be included in the paper itself. Results should be presented clearly and analysed appropriately. Conclusions should adequately tie together the other elements of the paper. Discussion Authors should provide a brief discussion. The research question should be answered. Authors should note the limitations of the study. Results should clearly express its case, measured against the technical language of the field and the expected knowledge of the journal's readership. Attention has to be paid to the clarity of expression and readability, such as sentence structure, jargon use, acronyms, etc. Conclusion Authors should note the limitations of the study. The conclusion should be based on answering research questions and/or should include results of hypothesis investigation. Further research directions should be proposed. References At the end of the paper, a reference list in alphabetical order should be supplied. Use Harvard style for refeence (<A href="http://libweb.anglia.ac.uk/referencing/harvard.htm/t_blank">link</A>). References should not be numbered or bulleted. Use Times New Roman, 11 pt for reference. Citation not older than the last decade should be used as much as possible. 1. Books Surname, Initials. (year), Title of the book. Edition. (only include this if not the first edition), Publisher, Place of publication (this must be a town or city, not a country). e.g. Scheer, A. W. (1998), Business Process Engineering Study Edition: Reference Models for Industrial Enterprises, Springer, New York. 2. Book chapters Surname, Initials (year), "Chapter title", Editor's Surname, Initials, Title of Book, Publisher, Place of publication, pages. e.g. Pejic-Bach, M., Draganic, M. (2009), „Some Aspects of Implementing Always-On It-Solutions and Standards in Banking Sector: The Case of Croatia“, in Bajgariæ, N. (Ed.), Always-On Enterprise Information Systems for Business Continuance, Hershey, IGI Global, pp.149-175. 3. Journals Surname, Initials (year), "Title of article", Journal Name, Vol. XX No. XX, pages. e.g. Al-Mashari, M. (2003), „A process change-oriented model for ERP application“, International Journal of Human-Computer Interaction, Vol. 16 No.1, pp. 39-55. If the original version of a non-English article is cited in References, please give the original title and put the English translation in the bracket 4. Published conference proceedings Surname, Initials (year), "Title of paper", in Surname, Initials (Ed.), Title of published proceeding which may include place and date(s) held, Publisher, Place of publication, Page numbers. 5. Conference proceedings available at internet Surname, Initials (year), "Title of paper", paper presented at Name of Conference, date of conference, place of conference, available at URL / (accessed date) 6. Working papers Surname, Initials (year), "Title of article", working paper [number if available], Institution or organization, Place of organization, date. 7. Encyclopedia entries (with no author or editor) Title of Encyclopedia (year), "Title of entry", volume, edition, Title of Encyclopedia, Publisher, Place of publication, pages. (For authored entries please refer to book chapter guidelines above) 8. Newspaper articles (authored) Surname, Initials (year), "Article title", Newspaper, date, pages. 9. Newspaper articles (non-authored) Newspaper (year), "Article title", date, pages. 10. Internet sources Surname, Initials (year), „Title of article“, available at http://www.fulladdress.com/ (accessed date) e.g. Kulkarni, U., St. Louis, R. (2003), „Organizational Self Assessment of Knowledge Management Maturity“, available at http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.86.8010&amp;rep=rep1&amp; / (12 November 2012) In case of any questions, please send an email to Editor in Chief: Mirjana Pejic-Bach, Full professor Faculty of Economics &amp; Business - Zagreb E-mail: <A href="mailto:mpejic@efzg.hr">mpejic@efzg.hr</A> 　　 </DIV>

<DIV align=left> Business Systems Research (BSR) is a scientific journal focusing on research findings in economics and business systems. Additionally, BSR considers research that combines business and economics with other fields of scientific enquiry, e.g. information systems, mathematics and social sciences. BSR examines a wide variety of business decisions, processes and activities within the actual business setting, as well as within the systems approach framework. Theoretical and empirical advances in perceiving businesses as systems are evaluated regularly. In this respect, the BSR journal fosters the exchange of ideas, experience and knowledge between regions with different technological and cultural traditions, in particular in transition countries. Papers submitted for publication should be original theoretical and practical papers. The journal also publishes case studies describing innovative applications and critical reviews of theory. The journal is indexed in Scopus and Clarivate Analytics - Emerging Sources Citation Index &amp; Web of Science. Journal Business Systems Research (BSR) is financially supported by the Croatian Ministry of Science and Education. Why subscribe and read Business Systems Research (BSR) is a scientific journal focusing on research findings in economics and business systems. Additionally, BSR considers research that combines business and economics with other fields of scientific enquiry, e.g. information systems, mathematics and social sciences. BSR examines a wide variety of business decisions, processes and activities within the actual business setting, as well as within the systems approach framework. Why submit Business Systems Research is a good opportunity for the publication of research that describes and explores economics and business systems. Our policy is to give feedback to authors as fast as possible. After receiving the paper that is prepared for Author instructions, the editorial board will inform the author on the appropriateness of the paper to the journal within two weeks. The first review will be delivered as fast as possible, but not later than two months. Reviews that we provide are thorough and give author clear directions on how to improve the paper. Rejection Rate <UL> <LI>70% </LI></UL> Archiving Sciendo archives the contents of this journal in <A href="https://www.portico.org/">Portico</A> - digital long-term preservation service of scholarly books, journals and collections. Plagiarism Policy The editorial board is participating in a growing community of <A href="https://www.crossref.org/services/similarity-check/">Similarity Check System's</A> users in order to ensure that the content published is original and trustworthy. Similarity Check is a medium that allows for comprehensive manuscripts screening, aimed to eliminate plagiarism and provide a high standard and quality peer-review process. </DIV>

Editor-in-Chief Mirjana Pejić Bach, University of Zagreb, Faculty of Economics &amp; Business, Department of Informatics, Croatia Associate Editors João Varajão, Universidade do Minho, Portugal Josip Stepanić, The University of Zagreb, Faculty of Mechanical Engineering and Naval Architecture, Department of Non-destructive Testing, Croatia Nataša Šarlija, University of Osijek, Faculty of Economics in Osijek, Croatia, Croatia Advisory Board Sarunas Abramavicius, ISM University of Management and Economics, Lithuania David Al-Dabass, Nottingham Trent University, School of Computing &amp; Informatics, United Kingdom Jakov Crnkovic, University at Albany, School of Business, USA Martin Fieder, University of Vienna, Rector's Office, Austria Anita Lee Post, University of Kentucky, School of Management, Decision Science and Information Systems Area, United States Gyula Mester, University of Szeged, Hungary Matjaž Mulej, International Academy of Cybernetics and Systems, Austria, University of Maribor and IRDO Institute for development of social responsibility, Slovenia Olivia Par-Rudd, OLIVIAGroup, United States Ada Scupola, Department of Communication, Business and Information Technologies, Roskilde University, Denmark Tadas Šarapovas, ISM University of Management and Economics, Lithuania Ajay Vinze, Arizona State University, WP Carey School of Business, United States Editorial Board Nahed A. Azab, School of Business, American University in Cairo, Egypt Sheryl Buckley, University of South Africa, School of Computing, South Africa Terence Clifford-Amos, Université Catholique de Lille, France Josef Basl, University of Economics, Prague, Czech Republic Nijaz Bajgorić, University of Sarajevo, School of Economics and Business, Bosnia and Herzegovina Rajeev Dwivedi, Institute of Management Technology, India Inês Dutra, Universidade do Porto, Portugal Anton Florijan Barisic, Centre for Excellence in Development - CEDEX, Croatia Francisco Garcia, Universidad de Salamanca, Spain B. B. Gupta, National Institute of Technology Kurukshetra, India Mojca Indihar Štemberger, Faculty of Economics, University of Ljubljana, Slovenia Božidar Jaković, University of Zagreb, Faculty of Economics &amp; Business, Department of Informatics, Croatia Mira Krpan, University of Zagreb, Faculty of Economics &amp; Business, Department of Economic Theory, Croatia Helmut Leitner, Graz University of Technology. Institute for Information Systems and Computer Media (IICM), Austria Sonja Sibila Lebe, Faculty of Economics and Business, Maribor, Slovenia In Lee, School of Computer Sciences, Western Illinois University, USA Olivera Marjanović, University of Sydney, Faculty of Economics &amp; Business, Department of Business Information Systems, Australia ​Irena Palić, University of Zagreb, Faculty of Economics &amp; Business, Department of Statistics, Croatia Lei Ping, Shanghai University of International Business and Economics, China Giuseppe Psaila, University of Bergamo, Italy Markus Schatten, University of Zagreb, Faculty of Organization and Informatics, Croatia Vanja Šimičević, University of Zagreb, Croatian Studies, Department of Sociology, Croatia Nikola Vlahović, University of Zagreb, Faculty of Economics &amp; Business - Zagreb, Croatia Ilko Vrankić, University of Zagreb, Faculty of Economics &amp; Business - Zagreb, Croatia Jusuf Zeqiri, South East European University, Faculty of Business and Economics, Macedonia Jovana Zoroja, University of Zagreb, Faculty of Economics &amp; Business, Department of Informatics, Croatia Zhang Wei-Bin, Ritsumeikan Asia Pacific University, Japan Berislav Žmuk, University of Zagreb, Faculty of Economics &amp; Business, Department of Statistics, Croatia Language Editor Abstract Editing: Andrea-Beata Jelić, Poliglossa Language Centre, Croatia Managing Editors Daniil Riumin, Faculty for Organizational Studies, University of Maribor, Student Assistant Ljubica Milanović Glavan, University of Zagreb, Faculty of Economics &amp; Business, Department of Informatics, Croatia Jasmina Pivar, University of Zagreb, Faculty of Economics &amp; Business, Department of Informatics, Croatia Editorial Office e-mail: <A href="mailto:bsreditors@mail.com">bsreditors@mail.com</A> Web: <A href="http://www.bsrjournal.org/">www.bsrjournal.org</A>; <A href="https://hrcak.srce.hr/ojs/index.php/bsr/issue/archive">hrcak.srce.hr/ojs/index.php/bsr/issue/archive</A>; <A href="https://www.sciendo.com/journal/BSRJ">www.sciendo.com/journal/BSRJ</A> Publisher De Gruyter Poland Bogumiła Zuga 32A Str. 01-811 Warsaw, Poland T: +48 22 701 50 15

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Volume 5 (2014): Issue 3 (September 2014) “Novel solutions or novel approaches in Operational Research” co-published with the Slovenian Society INFORMATIKA – Section for Operational Research (SDI-SOR), Issue Editors: Ksenija Dumičić (University of Zagreb), Lidija Zadnik Stirn (University of Ljubljana), and Janez Žerovnik (University of Ljubljana)

Volume 5 (2014): Issue 3 (September 2014)

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