THE IMPACT OF INNOVATIVE MANAGERIAL APPROACHES ON SERVICE QUALITY AND INSTITUTIONAL EXCELLENCE IN ARAB PUBLIC FACILITIES WITHIN ISRAEL
Abstract
This study explored the impact of innovative administrative approaches on service quality and institutional excellence in Arab public facilities within Israel. Given the limited research addressing these issues in the context of the Arab community in Israel, the study examined the role of results-based management, knowledge sharing, smart applications, and citizen engagement as an integrated system for improving public services and achieving institutional excellence. The study adopted a qualitative approach and conducted semi-structured interviews with 30 managers, employees, and citizens associated with Arab public facilities. Data were analyzed using thematic analysis. The findings indicate that the contribution of these approaches depends on how they are implemented and on the organizational environment. Results-based management supports performance monitoring and decision-making, although excessive reliance on quantitative indicators may reduce attention to citizens' experiences. Knowledge sharing enhances organizational learning, but its effectiveness depends on organizational culture. Digital transformation improves access to services and procedural efficiency, while limited digital readiness and trust in electronic services restrict its benefits. Citizen engagement helps identify beneficiaries' needs, although its impact depends on institutions' responsiveness to feedback. These findings are particularly important within the context of Arab public facilities in Israel, where linguistic, social, and cultural characteristics influence the effectiveness of administrative approaches. The study contributes to the literature on public administration and administrative innovation and provides practical recommendations for improving public services in Arab public facilities within Israel.
JEL: H83, H11, O33, M15, M14
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DOI: http://dx.doi.org/10.46827/ejes.v13i7.6844
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