@inbook{Label,
   author = {Gross, Tom and Pekkola, Samuli},
   title = {Three Levels of Failure: Analysing a Workflow Management System},
   booktitle = {Reframing Humans in Information Systems Development},
   editor = {Isomaeki, Hannakaisa and Pekkola, Samuli},
   publisher = {Springer-Verlag},
   address = {Heidelberg},
   pages = {191-210},
   note = {ISBN: 1-84996-346-0},
   year = {2010}
}