Abstract
Business processes and BPM can deliver great value to process clients. This is, however, only possible if the process is triggered in the first place. The option not to trigger a business process depends on the acceptance of the process by the involved subjects. In the present paper “Grounded Theory” is used to construct a theory of process acceptance from empirical data using qualitative content analysis. The analysis reveals that missing process acceptance can have a substantial economic impact. This indicates that business processes posses inherent social properties which should be measured and managed by process designers.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Glaser, B.G., Straus, A.: The Discovery of Grounded Theory: Strategies for Qualitative Research. Aldine, Chicago (1967)
Corbin, J.M., Strauss, A.L.: Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, 3rd edn. Sage, Thousands Oaks (2008)
Thomas, G., James, D.: Reinventing Grounded Theory: Some Questions about Theory, Ground and Discovery. British Educational Research Journal 32(6), 767–795 (2006)
Behrens, S.: Shadow Systems: The Good, the Bad and the Ugly. Communications of the ACM 52(2), 124–129 (2009)
Edmondson, A.C., McManus, S.E.: Methodological Fit in Management Field Research. Academy of Management Review 32, 1155–1179 (2007)
Charmaz, K.: Constructing Grounded Theory: A Practical Guide through Qualitative Analysis. Sage, London (2006)
Campbell, P.: EasyJet Lures Older Fliers by Ending the Scramble for Seats: Profits Surge by 50% After Change in Policy. Mail Online (2013), http://www.dailymail.co.uk/news/article-2510268/easyJet-lures-older-fliers-ending-scramble-seats-Profits-surge-50-change-policy.html
BBC News: EasyJet Sees Profits Boost Through Seat Booking Option. BBC News (2013), http://www.bbc.co.uk/news/business-24997505
Moore, P.: EasyJet to Bring in Allocated Seating on All Flights. easyJet PLC (2012), http://corporate.easyJet.com/media/latest-news/news-year-2012/05-09-2012-en.aspx
EasyJet plc: Annual Report. easyJet (2013), http://2012annualreport.easyJet.com/downloads/PDFs/Full_Annual_Report_2012.pdf
Giachetti, R.E.: Understanding Interdependence in Enterprise Systems: A Model and Measurement Formalism. In: Eder, J., Dustdar, S. (eds.) BPM Workshops 2006. LNCS, vol. 4103, pp. 261–272. Springer, Heidelberg (2006)
Martin, P.Y., Turner, B.A.: Grounded theory and organizational research. Journal of Applied Behavioral Science 22, 141–157 (1986)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer International Publishing Switzerland
About this paper
Cite this paper
Müllerleile, T., Nissen, V. (2014). When Processes Alienate Customers: Towards a Theory of Process Acceptance. In: Nanopoulos, A., Schmidt, W. (eds) S-BPM ONE - Scientific Research. S-BPM ONE 2014. Lecture Notes in Business Information Processing, vol 170. Springer, Cham. https://doi.org/10.1007/978-3-319-06065-1_13
Download citation
DOI: https://doi.org/10.1007/978-3-319-06065-1_13
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-06064-4
Online ISBN: 978-3-319-06065-1
eBook Packages: Computer ScienceComputer Science (R0)