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This work presents a contentrich set of studies that adhere to international research methods standards. A large number of business process management references are presented in addition to wellknown organisational theories. All of the research tasks are explained thoroughly to allow other researchers and practitioners to benefit, not only from the results, but also from the reuse of the stepbystep description of the qualitative and quantitative methods presented. Some results were found to contradict currently acceptable norms, such as stakeholders direct relationships with each other being more critical than their communication process.
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