“…Beyond the variability built into process models, process participants enact their work within socio-technical systems that are dynamic, constantly changing, and self-organised (Arrow & McGrath, 1995). Consequently, to realise specific business objectives, participants aiming to fulfil their day-to-day work often end up improving processes (Becker et al, 2009) by implementing "workarounds [which constitute] knowledge about the information systems but in the context of work needs" (Safadi & Faraj, 2010, p. 4). Workarounds, in turn, are an inherent part of business processes (Röder et al, 2015), as they help process participants to solve misfits (Maurer et al, 2012).…”