{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,27]],"date-time":"2026-02-27T22:46:35Z","timestamp":1772232395260,"version":"3.50.1"},"reference-count":25,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2005,2,1]],"date-time":"2005-02-01T00:00:00Z","timestamp":1107216000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2005,2,1]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>Aims to describe a successful use of simulated knowledge worker behaviour used in the developing online procedures and software for arbitration \u2013 the E\u2010Arbitration\u2010T project<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>Presents four common factors \u2013 deadline, length of task, importance of customer, importance to business \u2013 that need to be incorporated within any business process model of knowledge worker behaviour.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>A richer model of knowledge worker behaviour is postulated and elements not necessary for the E\u2010Arbitration\u2010T model are identified. The knowledge worker's day was defined as being made up of Scheduled, On\u2010demand and At\u2010will tasks, only some of which may relate to the business process being modelled. A particular question that must be addressed in this extended model is how to model the choices knowledge workers make between competing at\u2010will tasks.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The two pieces of work reported here have generated a rich model of knowledge worker behaviour ready for application and refinement in further business process modelling studies.<\/jats:p><\/jats:sec>","DOI":"10.1108\/17410390510571501","type":"journal-article","created":{"date-parts":[[2005,1,13]],"date-time":"2005-01-13T20:34:31Z","timestamp":1105648471000},"page":"79-94","source":"Crossref","is-referenced-by-count":17,"title":["Modelling knowledge worker behaviour in business process studies"],"prefix":"10.1108","volume":"18","author":[{"given":"Tony","family":"Elliman","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Julie","family":"Eatock","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Nicky","family":"Spencer","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022031020244197200_b1","unstructured":"Drucker, P.F. 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