Vera-Baquero, Alejandro, Ricardo Colomo-Palacios, Owen Molloy, and Mahmoud Elbattah. 2022. “Business Process Improvement by Means of Big Data Based Decision Support Systems: A Case Study on Call Centers”. International Journal of Information Systems and Project Management 3 (1):5-26. https://doi.org/10.12821/ijispm030101.