@article{RizunRevinaMeister2021, author = {Rizun, Nina and Revina, Aleksandra and Meister, Vera G.}, title = {Assessing business process complexity based on textual data: Evidence from ITIL IT ticket processing}, series = {Business Process Management Journal}, volume = {27}, journal = {Business Process Management Journal}, number = {7}, publisher = {Emerald}, issn = {1758-4116}, doi = {10.1108/BPMJ-04-2021-0217}, pages = {1966 -- 1998}, year = {2021}, language = {en} }