The United Nations predicted that 68% of the world's population will live in urban areas by
2050. Currently, the resources in urban areas are barely enough to cater to the inhabitants' …

Abstract Knowledge work is growing in today's marketplace, supported by “knowledge
workers,” a valuable asset in organizations. Traditional software applications are too rigid to …

Emergency response is a knowledge‐intensive process that is very hard to model and
automate. This primarily returns to the unpredictability and unrepeatability nature that …

Emergency response is the most critical phase in emergency management. This primarily
returns to the importance of direct interference right after the incident occurrence to save …

Customer experience management (CEM) denotes a set of practices, processes, and tools
that aim to personalise a customer's interactions with a company, throughout a purchasing …

Process manager plays the central role in crisis management. In order to capture the
intentions of the process manager, the process should be specified at a strategic level. In …

Crisis management process has to comply with various norms and regulations; at the same
time, it needs to constantly deal with uncertainty and adapt the process scenario to a current …

COVID-19 has turned service-based business continuity into a hot issue, due to the survival
of enterprises under long-tailed changes of business caused by various abnormal …

Emergency response to crisis, disaster, or catastrophe incidents is a clear example of
knowledge-intensive and collaboration-heavy process facing all public safety-related …

Abstract The Computer-Aided Dispatch (CAD) system is an essential element of public
safety to streamline the emergency response process and enable real-time information …