@article{RizunRevinaMeister2021, author = {Nina Rizun and Aleksandra Revina and Vera G. Meister}, title = {Assessing business process complexity based on textual data: Evidence from ITIL IT ticket processing}, journal = {Business Process Management Journal}, volume = {27}, number = {7}, pages = {1966 -- 1998}, doi = {10.1108/BPMJ-04-2021-0217}, year = {2021}, }