The issue of research on patient satisfaction with healthcare services took on a completely new dimension due to the COVID-19 pandemic and the developing telehealth services. This results from the fact that during the pandemic, remote healthcare was often the only possible form of care provision to the patient. The COVID-19 pandemic has substantially accelerated the implementation of remote healthcare in healthcare institutions and made it an essential tool for providing healthcare services. The objective of the literature review was to study the research on patient satisfaction with remote healthcare services prior to and during the pandemic. The study featured a literature review of electronic databases, such as: Medline, ProQuest, PubMED, Ebsco, Google Scholar, WoS. The identified empirical papers were classified in two groups concerning the research on patient satisfaction prior to and during the COVID-19 pandemic, and were divided and descriptively synthesised. Certain limitations to the methodical quality of the research were demonstrated as result of the conducted analyses. It was also ascertained that researchers lack clarity on the method of defining and measuring satisfaction prior to and during the COVID-19 pandemic.

Journal of Entrepreneurship, Management and Innovation

The aim of this article is to present the functioning of the Business Process Management Centre of Excellence (BPM CoE) from a knowledge perspective. Empirical research has been carried out in an enterprise operating on the territory of Poland in 2017. The results revealed that enterprises with the implementation of process approach tend to maximize knowledge diffusion and develop organizational competencies via organizing Business Process Management Centre of Excellence in the world and in Poland. An increasing number of companies adopting a Business Process Management Centre of Excellence, which is a centre for process improvement and provides many good practical solutions.

Marketing i Rynek. Prenumerata roczna 2021 (12 kolejnych numerów), Marketing i Rynek. Prenumerata półroczna 2021 (6 kolejnych numerów)

Współczesne organizacje mierzą się z koniecznością dostosowania swoich struktur i zachodzących w nich procesów do wymogów zmieniającego się rynku. Zarządzanie procesowe w organizacji jest od wielu lat wskazywane jako szczególnie istotna koncepcja zarządzania. Współcześnie, zarówno w literaturze przedmiotu, jak i w praktyce gospodarczej, coraz silniej akcentuje się znaczenie wiedzy i wykorzystania jej w doskonaleniu procesów. Celem artykułu jest wskazanie stanu obecnego w zakresie zarządzania procesowego z wykorzystaniem wiedzy w polskich organizacjach. W artykule przytoczone zostały badania własne zrealizowane w 2019 w polskich przedsiębiorstwach zarządzanych procesowo. Wyraźnie wskazują one na to, iż polskie przedsiębiorstwa również uświadamiają sobie konieczność nie tylko dbałości o aktualnie realizowane w nich procesy, ale również na adaptację ich do zmian zarówno dyktowanych przez otoczenie, jak i wynikających z wewnętrznych uwarunkowań organizacji. Do realizacji tych celów coraz częściej stosowane jest wdrażanie zarządzania procesowego bazującego na wiedzy.

The processes of globalisation, the ongoing threat of the COVID-19 epidemic, the continuing war in Ukraine, and constantly emerging new technological solutions require organisations to adapt to changes constantly. Meanwhile, implemented business process management (BPM) often fails to integrate processes and knowledge resources. The awareness of the IT systems’ role in management processes is still lacking. These premises influenced the implementation of the main research goal to identify the approach of Polish private and public enterprises and various industries to the BPM integration with knowledge management (MK) in the context of using new information technologies. The presented research results justify the usefulness of building relationships between the process and knowledge resources under dynamically changing conditions using IT systems. The diagnostic survey results confirmed the key importance of developing such BPM and MK elements as evidence-based decisions, strategic goals, measurement systems, databases, digital innovations, and IT use for data processing. The presented material can support managers of various organisation types in decision-making processes by fully understanding the IT systems’ role and potential in process and knowledge management. Also, the article’s implications are a source of guidelines, helping organisations to implement management systems based on modern technologies. The value of the publication is a wide range of respondents: 107 large, medium, small, and micro-enterprises operating in Poland. The article’s research results also concern economic activities such as production, logistics, transport, banking, insurance, IT, telecommunications/ media, public administration, healthcare/pharmaceuticals, consulting, energy, and construction.