Acknowledgements

Acknowledgements

This article was written by Shaikha Al Jasmi and Raed Awamleh using publicly available information, interviews and survey data, and its intention was to provide material for discussion through publication. The authors do not intend to illustrate either effective or ineffective handling of a situation. The authors may have disguised certain names and other identifying information to protect confidentiality. This article was originally published under the Actions and Insights — Middle North Africa title series, in collaboration with the Academy of International Business — Middle East North Africa and Mohammed Bin Rashid School of Government. This case study is based, in part, on a Master Dissertation at MBRSG, written by the first author and supervised by the second.