1. Aitken C, Stephenson C, Brinkworth R (2014) A framework for classifying and modeling organizational behavior. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 2, 2nd edn. Springer, Heidelberg, pp 177–202
2. APQC (2009)
www.apqc.org
3. Atkinson AA, Waterhouse JH, Wells RB (1997) A stakeholder approach to strategic performance measurement. Sloan Manage Rev 38(3):25–37
4. Barnes JG (2001) Secrets of customer relationship management: it’s all about how you make them feel. McGraw-Hill, New York
5. Becker J, Pfeiffer D, Räckers M, Falk T, Czerwonka M (2014) Semantic business process modelling and analysis. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 1, 2nd edn. Springer, Heidelberg, pp 187–219