TY - JOUR A1 - Rizun, Nina A1 - Revina, Aleksandra A1 - Meister, Vera G. T1 - Assessing business process complexity based on textual data: Evidence from ITIL IT ticket processing JF - Business Process Management Journal KW - Business process management KW - Business process complexity KW - Natural language processing KW - Situation awareness KW - Decision support KW - ITIL IT ticket Y1 - 2021 U6 - https://doi.org/10.1108/BPMJ-04-2021-0217 SN - 1758-4116 VL - 27 IS - 7 SP - 1966 EP - 1998 PB - Emerald ER -