A Situational Perspective on Workarounds in IT-Enabled Business Processes: A Multiple Case Study

摘要: Workarounds are still one of the most puzzling phenomena in business process management research and practice. From a compliance perspective, workarounds studied as control failure cause for inferior quality. reengineering however, an important source improvement. In this paper, we advance recent theory on emergence to resolve puzzle by analyzing empirical evidence from multiple case study. Our analysis reveals that employees utilize based risk-benefit situational context. If realized benefits (efficiency gains) outweigh risks (exposure violations), will be perceived Erroneous analysis, leads exposure same workaround failure. Quite unexpectedly, found information systems serve critical cues balance risks. result suggests process-instance-level treated options engaged if situation permits, contrast process-level manifest unofficial routines. We also contribute notion risk-benefits workarounds.