Purpose – The purpose of this study is to contribute to the knowledge base on how performance measurement drives improvements in healthcare practice. Design/methodology/approach – The study is based on a single in-depth case study. The critical incident technique (CIT) has been applied in...

Purpose – The purpose of this paper is to identify the main characteristics of the Balanced Scorecard (BSC) practice in health care services Design/methodology/approach – The paper uses a case study approach focusing on three health care organisations in Sweden using the BSC. The focus is...

Purpose: Ambidexterity refers to the ability to balance contradictory items and has been extensively described in relation to technological advancement in large-sized manufacturing firms. Few studies on hospitality and tourism firms have described the balancing of innovative developments, often...