"Most researchers in organization and management studies stick to two or three traditional research methods like surveys and interviews. Sticking with the familiar is seen as a safe bet, and innovation is discouraged by academic incentives and rewards. But research participants are now suffering...

The first aim of this paper is to bring empirical evidence from an atypical organizational setting to the debate surrounding the currency of business process re‐engineering, which some commentators have dismissed as a damaging “fad”. The second aim is to suggest how the process orientation...