Purpose – The purpose of this paper is to develop an integrated management structure for the identification and evaluation of Palestine’s heritage, although the unending Israeli occupation poses a huge, multi-faceted constraint. Necessarily, the approach chosen considers aptly the local...

Purpose – The purpose of this paper is to present the evaluation results of a novel performance measurement framework, which has been designed for the particular needs of small- and medium-sized enterprises (SMEs). Prior research indicated that performance measurement is not much engaged in...

Purpose – The purpose of this paper is to explore the nature of the novel service encounter with reference to three research questions: first, what kind of creative acts do frontline employees undertake during a novel service encounter? Second, how does the novel service encounter correlate...