BA (Hons) Business Management Fast Track

Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/7229

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Identifying Intrinsic and Extrinsic job attribute preferences amongst Millennial students in Scotland
(Queen Margaret University, 2016)
Purpose - This dissertation seeks to address the implications that are arising as the UK labour market currently undergoes a significant change. The largest generational cohort in the country - the Baby Boomers - are reaching retirement age just as the Millennial generation begin to enter it in equally large numbers. This is predicted to have a number of implications for managers as the workplace values and expectations of Millennials are thought to differ from those of the generations before them. The nature of these changes have yet to be fully understood and this study aims to contribute a deeper understanding. Specifically, it seeks to identify the job attribute preferences of Millennials students from an intrinsic versus extrinsic perspective. It will also explore the challenges that both managers and Millennials face in light of the changing workforce. Design/Methodology/Approach - A mixed method approach was used to assist in addressing the research aim. Two focus groups were carried out, each with 5 participants, and this comprised the qualitative data collection stage. An online survey was then administered to a further 50 members of the population in order to quantify these findings. Findings - Results showed a mix of intrinsic and extrinsic job preferences. The top five most important factors were: interesting work, work-life balance, salary, meaningful work and job security. Organizational attributes also play a role in job choice, namely the opportunity to contribute to society in some way. The sample further felt that it would not be easy to find a job that meets their expectations. Research Implications/Limitations - Due to use of convenience sampling, results are not transferable to the wider population. This study serves as an exploratory stage upon which further research can be carried out.
An investigation into how customer's expectations differ when complaining online using social media compared to using traditional complaint channels, in relation to UK clothing retailers.
(Queen Margaret University, 2016)
Purpose: The aim of this study is to investigate how customer's expectations differ when complaining online using social media compared to using traditional complaint channels, in relation to UK clothing retailers. This study will gain an insight into customer's complaining behaviours when complaining online. Methodology: This study followed a mixed methodological approach where both content analysis (quantitative) and semi-structured interviews (qualitative) conducted. Data was gathered from the Twitter and Facebook Pages of Next, Topshop and BHS to capture a range of age groups. The sample used for the interviews also ensured that a range of age groups were included. Findings: The results of this study showed that generally customers expect similar, if not the same, company responses when complaining online as they would using traditional methods. The reasons as to why they chose to complain online varied depending on their age group, highlighting that age is an important factor when choosing a complaint channel. Originality/ Value: This study can contribute to this research area as there has been very little research on this topic recently, since the growth in social media, and the majority of this research has been conducted in the US. This study can therefore explore this topic in a UK setting and apply it to clothing retailers. This research will provide them with an understanding of why customers may choose to complain online and what they expect from organisations.
Decision-making between genders; an analysis of risk assessment in a simulated business context.
(Queen Margaret University, 2016)
This research explores the area of gender differences in decision-making; specifically risk taking and how individual levels of confidence may influence these variables. The aim of this study is to distinguish if male and female business students assess risk differently in a finance related business context scenario and whether the heuristics and biases of overconfidence and availability are more prevalent for which gender. As much of the current and past literature has focused on individual gender differences in decision-making, this study takes a group-focused approach to explore whether the same identified gender differences persist. To attain a comparative analysis, the researcher created a simulative business game in which six teams were divided into three categories of gender determined teams. The purpose was to examine if individual perceptions and beliefs of risk taking, decision-making and confidence levels change with the gender balance of a team and if the heuristics of overconfidence and availability emerge throughout a team's decision-making process. The findings of this research broadly support the available literature; male dominant teams seem to take more risk than female dominant teams, gender dominance may have influenced all mixed gender teams, the heuristic of overconfidence may have affected men more and the heuristic of availability may have emerged in all gender dominant teams. This study identifies several areas for future research: • Cognitive dissonance between genders emerged and this duality could have an impact upon decision-making. • Further study of decision-making is warranted as some of the literature appears archaic given that society and business continues to evolve. • Continuing research on heuristics and biases, between men and women, should be considered and a longitudinal study of gender decision-making within an actual organisation would help correlate these indicative findings.
How user-created YouTube content influences young adult purchase intent in the computer games industry.
(Queen Margaret University, 2016)
This report discusses the recent phenomena of young adults watching gameplay footage online. Although academic literature is relatively scarce in this field, certainly compared to the wealth of literature on some of the more main stream topics such as leadership or events management, this report drew on literature from a combination of the existing online advertising literature and some articles from newspapers and magazines which, although not as credible as journal articles, were highly relevant to the research project. The research was carried out in two stages. The first stage consisted of two focus groups involving a total of 10 young adults while the second stage consisted of a short email interview with a games developer. As a result, data was gathered from a small group of people and so further research should be conducted on this topic with a larger sample to validate these findings. The issue of video length was investigated and it was concluded that there is no one length of video more effective than others. Young adults generally prefer watching shorter videos, although will watch longer videos if they contain multiple content creators. Young adults also tend to watch longer videos if they are fans of a content creator but sometimes play a longer video in the background while doing other things meaning they only hear the game and do not see it. The main finding of this project is that marketers should be aware that there are many influencers of young adult purchase intent and that YouTube content creators should be targeted depending on the target market and the game itself for this advertising method to be effective.
An investigation into the contemporary commitment of small and medium sized enterprises to sustainability principles on the example of Edinburgh-based businesses serving food.
(Queen Margaret University, 2016)
This study investigates a commitment to the principles of sustainability demonstrated by small and medium sized businesses on the example of Edinburgh-based food serving businesses. Main objectives of this dissertation are related to: engagement in sustainability dimensions, the strategic approaches of the businesses to sustainability and the relationship between different level of commitment to sustainability and performance of the companies. Synthesizing theories developed by Baumgartner and Ebner (2010), Schaltegger, et al. (2012) as well as Triple Bottom Line Framework, author developed both: a measurement instrument and a model based on indices, to investigate research objectives. Using complex quantitative survey in online and paper versions data were collected from 40 Edinburgh-based food serving businesses. Contrary to the expectations, findings from the research demonstrate that examined businesses are not equally engaged in the dimensions of sustainability, with major focus on social aspect of this concept. Furthermore, results indicate that within studied sample the accommodative strategic approach was the most common. The existence and the nature of the relationship between engagement in sustainability and performance of the examined businesses was not established due to the lack of statistical significance of the parameters. Findings of this dissertation are setting a path for future research in this topic with recommendations to increase a sample size as well as to extend the project to other industries and geographical areas.
An exploratory study into Collaborative Consumption; analysis of drivers and deterrents influencing consumer behaviour within car-sharing practices.
(Queen Margaret University, 2017)
This research explores consumer behaviour in relation to Collaborative Consumption practices; specifically, an investigation upon the car-sharing phenomenon from a consumer's perspective is conducted, through a comprehensive case study around the motivational factors and variables highlighted by the literature influencing users' and non-users' perspective, behaviour and, possibly, purchasing choices. As current literature and industry-players are individuating a shift in consumers' attitude and behaviour, this research test, assess and evaluate the theories that constitute the understanding of consumers. A quantitative approach was chosen in order to test, order the hierarchy and quantify the degree of influence of nine distinctive influential factors - drivers and deterrents - representing the main research framework. The included factors are: Sustainability (Bardhi and Eckhardt, 2012; Prothero et al., 2011; Botsman and Rogers, 2010; Belk, 2007); Hedonic purpose, Curiosity, and Enjoyment (Wasko and Faraj, 2000; Durgee and O'Connor, 1995); Trust, Safety, and Privacy (Lauterback et al., 2009; Dellarocas, Dini & Spagnolo, 2006); Total Costs and Economic Benefits (Lamberton & Rose, 2012; Thaler, 2008); Virtual platform interface (Botsman & Rogers, 2012; Mause, 2008); Environmental, The 'Green Factor' (Luchs et al., 2011; Prothero et al., 2011; Minton & Rose, 1997); Ease of use: Availability and Accessibility (Lamberton & Rose, 2012; Rindfleisch & Crockett, 1999); Social Connection and Sense of Belonging to to community (Wasko & Faraj, 2000; Kelman, 1958); Quality of Service (Sinha and Mandel 2008; Hennig-Thurau, Henning, and Sattler, 2007). The findings of this project broadly support the researches and studies reviewed in the literature; specifically, both users' and non-users' responses corroborate the criticalities involving the principle of 'Trust, Safety, and Privacy' and its role within collaborative systems. Additionally, in relation to corollary findings are drawn further managerial, societal and research implications
Impact of social enterprise on employment in central Scotland
(Queen Margaret University, 2017)
This dissertation explores Social Enterprise and the impact it is having upon employment throughout central Scotland. With the Scottish Government taking out an ambitious ten-year Social Enterprise strategy, this sector is clearly one in its developing stages and is of interest for study going forward. Despite Social Enterprise emerging as the fourth sector (Martin and Thompson, 2010), a limited amount of research has been done regarding the value and impact it has on a local scale. This dissertation looks at the people behind Social Enterprises, across Scotland's central belt, in a bid to distinguish the differences between them and the private, public and third sector. Looking specifically at employment, this dissertation shall explore trends, differences and common threads which are present. With unemployment in Scotland still a major issue, with an estimated 129,000 people out of work (BBC, 2017), the impact Social Enterprise businesses can have on employment is an important area of research. While this number fails to discuss 'why' but the trending reasons behind unemployment seem to be unqualified, disability preventing, mums struggling to return to workforce and ex-offenders (Theodore, 2017). This report will attempt to examine the questions surrounding Social Enterprise. Whether it can break the stigmas attached to these groups and employ a well-rounded workforce. If by keeping their focus on social goals they can try different and more inclusive hiring schemes? More importantly if Social Enterprise will be the business model that changes the way Scotland does business forever?
Social media strategies for family firms in Cumbria and South-West Scotland
(Queen Margaret University, 2017)
This research explores the usage of family firms' social media in Cumbria and South-West Scotland. The analysis is both broad analysing the whole area together, and also narrow by segregating the counties and comparing their social media activities. The aim of the study is to give the researcher an insight into commercial social media profiles within family firms. Family firms and the geographical area of study were chosen as the researcher has personal connections to a family firm where work experience was undertaken during the Summer of 2016 in the digital department. Currently there is an abundance of literature encapsulating both social media and family firms as stand-alone subjects of academic enquiry; however, there is little research combining the two while simultaneously focusing on a selected geographical area. The purpose of this study was to examine the behaviours, and perceptions surrounding the use of social media while taking demographics, geography and culture into consideration. The findings from this research support the available literature, suggesting that businesses' social media activities do not support the needs of the consumers. If change is not implemented and encouraged it is expected that companies will experience employees resisting change. Culture and social norms have changed as a result of social media in regards to communication styles. This study has identified several areas for future research: • Exploration into business policy education and support, and understand how this has affected the usage of social media, particularly looking at West-Cumbria • Compare urban and rural areas and understand why social media has a different perceived value in different areas which is reflected through financial investment • Understand the usage of social media in family and non-family businesses and
An investigation into the perceived impact of corporate social responsibility (CSR) initiatives on customers’ purchase intentions in Scottish financial institutions
(2018)
The purpose of this exploratory study is to investigate whether perceived corporate social responsibility (CSR) initiatives branded by Scottish financial institutions influence customers’ purchase intentions. For this research a qualitative design methodology was favoured because it allowed the researcher to interpret customers’ opinions and beliefs in regard to CSR. The researcher determined that using face-to-face semi-structured interviews was a more appropriate choice to probe interviewees’ answers and to pick upon some non-verbal clues. The researcher purposefully selected a sample of 10 professionals based in Edinburgh, with a considerable experience in using the Scottish financial services. As expected, all the interviewees confirmed that CSR initiatives do not directly influence their purchase decisions within Scottish financial institutions. Although it was suggested that CSR initiatives are taken into account by the interviewees when evaluating a given company in which they can potentially purchase financial products, it was specified that these are not their top priorities. A consistent number of the interviewees suggested that, within the multidimensional aspect of CSR, the ethical and philanthropic dimensions aimed at doing public good are seen to enhance customers’ perceptions of a brand image and trust. However, only two interviewees showed their scepticism towards CSR initiatives branded by financial institutions. This is because they perceived CSR a hypocritical engagement aimed only at the business profit maximisation. In regard to the limitations emerged, the findings are not generalisable to a wider population, due to the purposive sampling used. Moreover, the researcher found it challenging to maintain fully rigour and objectivity when analysing the results. Nevertheless, the researcher ensured to provide trustworthiness of the results, by probing those questions that resulted to be not clear enough.
A Comparative Study of Gender Equality and Organizational Equality Policy.
(2018)
This study is intended to investigate the topic of gender equality between male and female employees within a higher education establishment. The traditional, binary gender divide forms the focus of this research to the exclusion of transgender and gender-fluid employees, due to a general lacking in literature surrounding this topic. That which exists, such as McCann and Sharek (2016) generally focuses on the scientific and health related aspects of transgender issues and little literature on transgender people within organizations exists. Furthermore, accessing a sizable population of transgender people may have proved difficult. The research relies on qualitative, semi-structured interviews as the instrument for data collection, in which organizational employees were questioned on the effectiveness of their organization’s gender equality policy. All participants in this study were female, as a review of the literature on gender equality in organizations revealed that women generally suffer inequalities more often than men (Davis 2011). It was found that the organization in question operates a less than robust gender equality policy, of which the employees studied had varying levels of awareness. Furthermore, some aspects of this policy appeared to exist for academic purposes only and were not enacted in many circumstances. The aims of the study were; to ascertain the extent to which men dominate the institution’s (at the centre of the study) upper echelons, to discover whether gender inequality is prevalent in the organization and to draw conclusions as to the effectiveness of gender its equality policy in reducing inequalities.
Case study analysis of the extent to which the social media marketing strategy influences B2B sales
(2018)
This dissertation aims to critically investigate and develop an understanding of the use of social media marketing strategies by companies selling to businesses. The research has been designed as a case study, focusing on the Twitter platform of a selected business while assessing the content posted on social media and its impact on buyer behaviour. The literature suggests that the use of social media marketing in business to business commerce is still relatively uncommon, determining the need for a greater understanding in order to successfully and effectively implement a social media marketing strategy. Qualitative research has been selected for this case study. Since it is treated as an exploratory study, qualitative data has provided the researcher with the opportunity for an inductive and interpretivist approach. The criteria for inclusion were being employed by the selected organisation and being involved in the social media marketing strategy. Due to the geographical location of the selected respondents, semi-structured e-mail interviews were chosen for data collection. This was deemed appropriate since the topics and circumstances are not considered sensitive. The data was analysed by reviewing and comparing themes developed in the literature against themes matured in the data. This has allowed for interpretation and an enhanced understanding of the phenomenon on the basis of the participants’ views. The research has determined an urgency among B2B organisations to exhaust a SMM strategy that will effectively communicate and sell to experienced industry buyers. As this is an exploratory study, the findings have served as a starting point for future research and definitive conclusions cannot be described.
A critical evaluation of attitudes towards sustainable investment with a focus on pension funds – a case study on the company Siemens AG
(2018)
This research project aims to examine the attitudes beneficiaries and pension fund managers hold towards incorporating sustainability as a bigger factor into their investment portfolios. The study does this by analysing the general attitudes towards sustainability and the drivers of investment, to later investigate the influence these drivers have on the investment behaviour. To achieve these aims, the researcher identified five objectives: 1) to broadly examine the existing literature on the topics of sustainability and attitudes towards investments, 2) to evaluate the importance of pension funds and their investments, 3) to identify key drivers of investment, both with private and institutional investors, 4) to explore sustainable investments and develop a thorough understanding of the topic and 5) to determine the way beneficiaries and pension fund managers perceive the importance of sustainability when it comes to investments. To fulfil the above stated aims, the researcher chose to follow a sequential mixed method approach to collect data. A questionnaire was used as the primary source of data collection, followed by an e-mail interview with the manager of Siemens´ pension fund to attain higher confidence in the results. The findings drawn from this research were surprising as most scholars in the field suggested that there are differences in investment behaviours to be observed due to factors, such as age, gender and education. However, the questionnaire showed no difference in investment behaviours between genders, age groups or educational level. As these results were unexpected the interview was important to validate the findings. The pension fund manager agrees with the findings from the quantitative part of the research and confirms everyone is looking for returns. The study concludes on recommendations for future research to follow this one.
From the perspective of individual investors, what impact does the internet have on stock market trading?
(2018)
There have been various technological advances which have greatly impacted the stock market. The internet can now be considered a highly important tool, influential in many aspects of life. However, there is a scarcity of literature regarding the impact of the internet on stock market trading. As such, this project aimed to gain an understanding of the impact that the internet has on stock market trading, for individual investors. Specifically, this focused on identifying how important the internet is in stock market trading to individual investors, the perceived advantages and disadvantages of the use of online trading, the internet’s impact on research, and finally to understand if it is believed that it would still be possible to be profitable in the stock market today, without the use of the internet. 10 semi structured interviews were conducted with industry experts, selected through purposive sampling, in order to ensure they had the sufficient knowledge and experience required to provide ample data. This data was analysed, in correlation with previous literature wherever possible. The results from this research was able to show that both cost and ease of access can be considered as important advantages of online trading. However, it was also identified that online trading has allowed less experienced individual investors to participate within the stock market, potentially putting themselves at risk. Furthermore, the internet was found to be vastly important within research for the majority of individuals. Finally, the findings of this study were able to show that the internet is of large importance for individual investors within stock market trading, but it is not essential, as respondents stated they believed that it would in fact be possible to remain profitable within the stock market today, without the use of the internet. This study finishes by providing recommendations for future research within the topic.
An investigation of Corporate Social Responsibility in the Polish automotive industry; a corporate perspective of importance and effects on consumer behaviour
(2018)
Purpose: The research aim was to determine the importance of Corporate Social Responsibility to automotive businesses operating in the Polish market. This study also aimed to identify and discuss the reasons for CSR’s emergence and growth in the Polish markets. Further, this thesis progressed to determine and evaluate the effects of CSR on the behaviour of Polish consumers. Relevant research has been carried out previously on the issue of CSR and buying patterns in other sectors only. Methodology: The research was based on a qualitative approach, with an element of quantitative research being used to provide basic statistical descriptions. Semi-structured individual interviews and structured and unstructured questionnaires were employed. Data was gathered via the Internet some respondents were approached in the streets of Warsaw. Findings: The investigation of corporate perspective discovered that the involvement in CSR activities of companies operating in the Polish automotive industry is increasing. Corporate responsibility was found to indirectly affect customer behaviour by enhancing product stimuli. Effects on buying patterns differ between markets due to varied market maturity, nature of the product and consumer welfare. Implications: The socio-economic view on CSR appears to find application in the contemporary markets. Executive activism and human social responsibility are developing and business practices are becoming socially inclusive. Originality/Value: This research can contribute to the corporate understanding of consumer behaviour and support business strategies and marketing activities. The study can also allow customers to evaluate their purchase behaviours and to increase their consumer awareness.
An Exploration of How Different Leadership Styles Influence Employee Job Satisfaction and Performance in a Retail Environment
(2018)
The purpose of this study was to evaluate if different leadership styles Influence Employee Job Satisfaction and Performance in a Retail Environment. A selection of employees and manager at a local midsized supermarket were the participants in the research. The managers were given an adapted Multifactor Leadership Questionnaire to self-identify their leadership style, while their respective employees also completed the survey about their managers. The employees then also completed a Job Satisfaction survey each which recorded their personal feeling towards their job satisfaction. 37 total responses were recorded, with 5 managers and 32 employees from the corresponding departments. No managers and only 3 colleagues declined to take part giving a response rate of 93% This showed there was significant differences in perceptions of leadership between the managers and their respective employees in four of the five groups. The various potential implications of this were discussed further. The employee MLQ data and JSS data was the analysed and showed it is difficult to say if leadership style alone affects the employee’s total job performance overall or any particular facet of job satisfaction. It also showed from these particular results leadership cannot be ruled out as having some influence on job satisfaction. The limitations of this specific research and its results are discussed along with future recommendations for similar research.
To Investigate the Notions behind Celebrity Endorsements from a Marketing Point of View, and the Conceptual Relationship with Consumer Behaviour
(2019)
The overarching arching aim of the research considers and investigates the notions behind celebrity endorsements from a marketing point of view, and its conceptual relationship with consumer behaviour. In accordance with achieving a defined understanding of the aim in question, subsidiary objectives are in place to attain an overall richer and compelling awareness of such a prominent marketing matter. The objectives set out include the examining of social media acting as the catalyst for celebrity endorsement, to explore the potential in marketing by using the free social networks as a platform for advertisement, and to explore and reach an understanding of the relationship between celebrity endorsements and consumer behaviour. The research conducts a thorough literature review into the main conceptual themes which surround the relationship between celebrity endorsements and consumer behaviour, considering the history and related theory of advertising, and the nature of consumer behaviour and its compelling insight into Maslow’s hierarchy. A content analysis was chosen to highlight and include real life celebrity endorsement practices which are seen every day on the social media platform Instagram. The content analysis provided the researcher the potential to showcase various forms of celebrity endorsements which occur, and the ability to capture real life consumer interactions towards this concept of online advertisements. This type of research also contributed to the findings relating to social media as a catalyst for marketing potentials and promotions. However, whilst utilising a content analysis, the researcher must maintain an unbiased approach concerning the data collection and analyses, ensuring no unfaithful or hindering judgements are made. The data collated involves different forms of celebrity endorsements, and statistics which highlight the influential nature of celebrities who are significantly responsible for consumer awareness to brands. The data also includes an insight into a dominant social media brand known as HiSmile, who utilise the strategy of endorsing celebrities as one of their main functions to attract consumers, which has independently boosted the online brands consumer following. The investigation into celebrity endorsements and its relationship and evident impact on consumer behaviour, highlights the conceptual framework of a brand community which is encouraged through celebrity engagement. Secondly, it uncovers the importance of Maslow’s Hierarchy of needs acting as a prominent implementation when targeting consumers through advertisements. And finally, the marketing transformation from old traditional methods, to free online marketing on platforms such as Instagram, has enhanced the overriding potential of advertisements in terms of reach and effectiveness, leading to brands such as HiSmile with an unprecedented amount of success.
An exploratory study, investigating the impacts zero-hour contracts have on the academic population within the higher education sector in Scotland
(2019)
The primary aim of this research is to undertake a critical investigation on the use of zerohour contracts within a Scottish higher education institution by exploring the impact zerohour contracts have on academic employees and students. This study will explore the use of zero-hour contracts from a management perspective and identify the reasons they are used. It will also look to understand the impacts zero-hour contracts have on academic employees and to conclude, will evaluate the outcome zero-hour contracts have on the students learning experience. The traditional casualisation of these contracts forms the focus for the research due to a general shortage of literature surrounding zero-hour contracts in the higher education sector. Furthermore, accessing a sizable population of academic employees who are employed on a zero-hour contract may have proved difficult. The research relies on qualitative, semi-structured interviews as the instrument for data collection in which organisational employees were questioned on the impacts zero-hour contracts have on academic employees and students. All participants in this study were employed in the chosen higher education institution and there was an equal mix of full-time and part-time employees, as a review of the literature on zero-hour contracts revealed that employees were the key resource for this research study (Brinkley 2013). The significant findings of the research revealed that the institution in question has zerohour contracts under a family of part-time work, of which the employees studied had varying levels of awareness. Furthermore, all participants within the study identified negative impacts zero-hour contracts have on all stakeholders, and all participants also recognised why such contracts can in opposition, be beneficial within the higher education sector.
An Investigation into John Lewis and Partners plc and Whether Being a “Partner” at Different Levels of Management Has an Effect Upon Employee Motivation
(2019)
Purpose The aim of conducting this research is to discover the effects and motivations behind being a co-owner in an employee owned firm, and whether this differs with the seniority of role being performed by the employee. The case study for this research is John Lewis and Partners. Research Process The process began through a reviewing of the relevant literature which obtained the themes around the study including organisational structure and motivation. As well as this, sub-themes such as culture, commitment, satisfaction, empowerment and employee development were also identified as being factors that could impact an employee’s behaviour and motivation within an employee owned firm. An evaluation of these themes was conducted in order to understand the importance of which ones to consider and evaluate through the chosen method. Method The researcher felt that with the different environmental pressures and the current changes undertaken by John Lewis and Partners, a qualitative approach would allow the collation of opinions and genuine feelings that a quantitative approach would miss. It was understood that this would take up more time and would mean interviewing a smaller number of Partners in comparison to what could be collated through a quantitative approach. Through the use of interviews, 5 Non-Management Partners, and 4 Management Partners took part in this study. Findings The research concluded that working in an employee owned firm can provide an employee with motivation. Further to this, it was found that source of motivation can differ dependent on the seniority of role performed by an employee. This was found through non-management partners focus on motivation through money, whereas management partners gained motivation through development opportunities. Limitations Overall, only 9 partners took part in this study, and only one branch out of the 400 branches held by JLP was involved in the process, so the results produced cannot be generalised. As well as this, there wasn’t an investigation into other types of employee owned firms and the effects from these.
An investigation into the complaint handling procedures of Scotrail using twitter as a means of communication
(2019)
The primary aim for this research is to investigate the complaint handling procedures of Scotrail through the use of twitter. This study will explore the reasoning behind why complainants turn to twitter as a means to communicate with the organisation about their negative experience. It will also look at the number of responses provided by Scotrail, and measure to what extent their approach to complaint management is keeping up with the changing trend in today’s society. Finally, it will make recommendations on how Scotrail can effectively use social media to gather feedback and manage these complaints. The research objectives were achieved by analysing the twitter feed of Scotrail over a fourteen-day period and measuring the responses provided by the organisation. For this research, a quantitative research method was chosen to allow the researcher the ability to gather a vast amount of data and generalise the findings. The researcher determined that the use of quantitative content analysis was the most appropriate choice due to the selection of the social media network and the number of tweets required. Scotrail was selected as a case study to allow the opportunity to reflect on the current practises of an organisation. 990 tweets were selected using probability sampling, which all mentioned or replied to Scotrail between 28/01/19 and 09/02/19. The main finding of the research was that Scotrail are struggling to keep up with social media complaint handling. With low response rates and a lack of acknowledgment within company guidelines of their prominence on twitter, the organisation have steps to take in order to utilise this space to the best they can. On the other hand the results of the study showed that when responding through Twitter, Scotrail try to remain personal, and are attempting to build positive relationships with complainants.
An investigation on millennials’ perceptions on current online recruitment practices
(2020)
Corporations are faced with the challenge of recruiting and retaining younger workers, such as millennials, due to the Baby Boomer generation being retired or reaching retirement. The past decade has seen the rapid development of technology putting human resource management under pressure to become more productive and efficient. Consequently, corporations feel pressured to follow this technology push and understand the generational differences of their workforce. A discussion of the literature has shown that little research has been done on applicants’ preference of different online recruitment channels, the rise of passive applicant attraction and millennials’ work-related values in combination with their attitude towards web based attraction variables. Therefore, this research aims to investigate millennials’ experiences with and perceptions of current online recruitment practices. Qualitative research, investigating millennials’ in-depth opinions, was carried out through six semi-structured interviews. Two interviews were carried out with a sample of HR practitioners, while the other four interviews were with millennial applicants who recently have or are seeking for a job online. The two sample groups were selected through purposive and snowball sampling. The results of this investigation show that millennials prefer commercial websites, due to the variety of opportunities available to them on these platforms. Participants have criticised aspects of online recruitment, such as the attraction of passive applicants. Nonetheless, overall current online recruitment practices, with a focus on applicant attraction, have been positively perceived. The main recommendation of this research for recruiters is to familiarise themselves with millennials’ preferences, values and their behaviour during the recruitment process. This will allow recruiters to efficiently and successfully attract a millennial applicant pool.