Business, Events and Hospitality

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An enquiry into the potential of a Co-operative approach to sustainable Rural tourism development in India. A stakeholder perspective
(Queen Margaret University, Edinburgh, 2015) Gladwell, Cecilia
Sustainable tourism and rural development are much examined research areas. Within these, the importance of community-centric approaches is becoming more and more recognised; however, specific research upon which community-centric development strategies could be built seems to be lacking. This thesis addresses this research gap with the aim to explore the nature of co-operative tourism and its potential towards sustainable rural tourism development in India from a stakeholder perspective. A literature review demonstrated the benefits of co-operatives as a sustainable business model, particularly for poor communities of developing countries; however, a clear gap emerged with regard to investigating tourism and co-operatives in the same context. This research contributes to filling this gap in knowledge and outlines the clear theoretical benefits of adopting a co-operative business model as a community-centric approach to tourism in the context of rural India, while also pointing out considerable challenges in its practical implementation, such as possible limitations to the ability for self-help. Fifty qualitative semi-structured interviews were carried out with stakeholders of a co-operative tourism project in two states of India: Uttarakhand and West Bengal. Twenty-six of these were conducted with farmers who are members of the tourism co-operatives presented in this study, ten with members of the wider community in which the project took place and fourteen with tourism professional and academics local to the areas. Focus was put on in-depth exploration of participants' experiences, implying qualitative methods and a phenomenological research approach. The findings revealed a clear theoretical advantage of a co-operative approach to tourism development, which has potential to address and alleviate many of the challenges associated with tourism and host communities, and which is intensified in poor peripheral areas. However, there are significant practical challenges, which need to be addressed in order for this comparative advantage to translate into practice. These challenges are manifested in a sense of dormancy in the participants, a lack of skills and significant language difficulties. A limit to the principle of self-help, which is inherent to co-operative activities, was identified as creating effective marketing links and hence, requiring ongoing external support. This research study makes an interdisciplinary contribution to the literature on sustainable tourism, rural development and co-operative studies. In addition, it provides a starting point for further empirical research on the co-operative business model as an approach, which has not yet been sufficiently conceptualised for tourism. Furthermore, it contributes to the wider debate on sustainable rural development through tourism. Future research could usefully investigate how the challenges identified in this study, such as limitations to the principle of self-help, lack of initiative in participants and creating marketing linkages could be addressed.
An investigation into destination management systems website evaluation theory and practice
(Queen Margaret University,Edinburgh, 2015) Sourak, Nesrin
The main aim of this thesis is an investigation into Destination Management Systems (DMS) website effectiveness and evaluation in the tourism domain from both academic and industry (destination management) perspectives. This thesis begins with a comprehensive review of the literature about theories, concepts and methods used for DMS website effectiveness evaluation. The future direction of DMS website evaluation in tourism and a conceptual framework that defines the contemporary theory versus practice of the DMS websites evaluation is elaborated. The research employed first three rounds of Delphi study to generate an up-to-date definition and aims of DMS. The Delphi study also generated an up-to-date comprehensive set of dimensions and criteria for evaluating the effectiveness of DMS websites. The research then employed structured interviews as well as online survey sent to forty-six official destination websites to review how industry is evaluating their DMS websites. What approaches they use in addition to the criteria and dimensions when evaluating the effectiveness of their DMS websites is explored. This thesis also reviews additional aspects related to the in destination evaluation. The findings of the Delphi study indicated that there is a rising emergence of social media as a new important component related to DMS. The findings also suggested additional aims to previously identified aims of the DMS. The new additional aims of DMS found in this research are: support sustainable destination management; empower and support tourism firms; enable collaboration at the destination; increase consumer satisfaction level and capture consumer data. Further findings also indicated compared with these established by previous researchers there are new additions to the evaluation dimensions of DMS websites proposed which are: sustainability, marketing, collaboration issues, and goals of the website. The findings of this thesis indicated that there is a congruence and consensus between academic experts and industry in terms of the most dimensions that are crucial for DMS websites evaluation. The findings, however, indicated that there is limited parallel between criteria identified with the Delphi study and those found and used by destination management practitioners. This thesis calls for additional research to develop a support system to ensure a focused involvement between academia and industry in the area of DMS website evaluation. This thesis contributes to knowledge by generating an up-to-date and comprehensive set of dimensions and criteria for evaluating the effectiveness of a DMS website. This thesis also contributes to knowledge through the identification of the current dimensions, criteria, and evaluation approaches used by industry practitioners. This research adopted a strategy in presenting the literature review that enhanced the understanding of the DMS websites and their comprehensive evaluation in tourism. This research is one of the first studies in the tourism field that reviews and sheds light on and compares and contracts contemporary thinking on both academia and industry evaluation of DMS websites.
An Investigation into Information and Communication Technologies-Based Applications for Sustainable Tourism Development of Destinations
(Queen Margaret University, 2009) Ali, Alisha
Sustainable tourism is a heavily researched concept but in reality there has been limited implementation of the principles and practices of sustainable tourism for destinations. Adopting a destination focused perspective, this thesis presents research which expounded Information and Communication Technology (ICT) as a practical, new and innovative approach to sustainable tourism development i.e. computer-supported sustainability. A literature review revealed that there was no specific study focusing on the uses and applications of ICT for sustainable tourism development despite the mention and benefits of doing so. However it did identify that several opportunities existed in destination management for using ICT as well as a collection of ICT-based tools/applications which can be used for managing different aspects of sustainable tourism. Therefore an investigative analysis was necessary in building a solid body of work on the uses and applications of ICT for sustainable tourism as a practical approach for destination managers. These findings formed the input for the primary research which was conducted in two phases: surveys administered to destination managers and eTourism experts followed by semi-structured interviews with experts in this domain identified from the surveys. The primary research alongside the literature findings led to the development of a descriptive framework which identified, categorised and described the uses of these ICT-based tools/applications for managing tourism's impacts. Assessment procedures based on the sustainability goals of the destination were then developed in order assist destination managers selecting the ICT-based tools/applications that were best suited for managing the sustainable tourism development of their destinations. The conclusion of this research clearly identifies that destination managers' sophisticated application of ICT to sustainable tourism is the next logical and practical step they can take in making sustainable tourism a workable reality for their destinations. This research is the building block for prospective research in the ICT-sustainable tourism domain. Future research avenues would be to use the results presented to determine the suitability, applicability and feasibility of the ICT-based tools/applications presented for destination managers. This existing research can be used to develop a more co-ordinated approach to theory development and engage in more empirical research to address tourism challenges with regards to using ICT for sustainable tourism development.
An investigation into the host's relationship with the commercial home
(Queen Margaret University, 2008-05) Sweeney, Majella
The research presented in this thesis is an investigation of the views of commercial home owners within Scotland. The thesis is designed to deepen understanding of the commercial home sector, and more specifically, the relationship the host has with the commercial home. The host's relationship with their commercial home contributes to the provision of commercial hospitality within a home setting. The review of the literature points to a number of conceptual gaps in our understanding, notably that there has been no study directly focusing upon the host perspective of the commercial home and how this relationship with the home might potentially impinge upon the guest experience. The specific aim of this study is to investigate the relationship between the host and their commercial home and its influences on product construction. As the hospitality product is more of a total sensory experience than has perhaps been acknowledged to date, it is appropriate to seek to understand the host perspective. Prior studies have very largely focused on readily accessible 'objective' issues, rather than below the surface issues accessing the inner self, the intangible dimensions of self, which may determine aspects of the hospitality product. The field research involved the researcher taking photographs of the commercial home properties and then using the photographs as prompts to interview the hosts and explore intangible elements such as memories, emotions and senses. A conceptual framework was developed from the data, identifying the main components of the host home relationship, and was revised as each commercial home was analysed. The framework is divided into three sections; Home, Host, and Business. In relation to the Home section themes that emerged include, Meanings of Home, Décor, and Artefacts. In relation to the Host section, themes include Family and Lifestyle. With regards to the Business section, themes include Feelings, Space, Guests, Performance, Target Market, Tourist Board and Competitors.
An investigation of resort business sustainability: a comparative study of Scottish and Swiss ski resorts
(Queen Margaret University, Edinburgh, 2016) Zorina, Daria
As the tourism industry faces economic, social, political and other challenges, there is a need to develop adaptation strategies to reinforce business sustainability of organisations. Ski resort destinations have been chosen to determine and analyse factors as actual and potential barriers to maintain a sustainable business practice. The academic debate revealed a number of gaps, critical issues for the ski industry to be addressed. Concurrently, a lack of an empirical data requires research in order to develop a set of sustainability determinants for generic ski resort use. In line with that, the mixed methodological approach aims to investigate comprehensively factors of business sustainability and sustainability determinants and incorporates two research methods: the qualitative and the quantitative research techniques. The qualitative methodological stance allows arranging a qualitative research and, therefore, conducting interviews among the chosen Scottish and Swiss ski resorts for the purpose of a comparative analysis. The quantitative methodological stance assists to use a series of the Delphi Survey rounds and permits to engage the experts from the industry, selected carefully based on the objective criteria. The findings became a basis for novel concept “internal business sustainability” in relation to ski resorts. The collected data allowed providing recommendations for government, ski resorts generally, ski resorts in Switzerland, ski resorts in Scotland, VisitScotland and Graubünden Tourism. The Delphi study contributed significantly to the field of knowledge and a new framework was developed for a future selection of a model of sustainability indicators for generic ski resort use. The developed framework consists of a set of sustainability determinants in the form of the adaptation strategies with regard to the changing environment, changing in government policies about sustainability, changing in economic climate, changing in socio-cultural environment and changing in technology. All of the elements of the new framework were examined, evaluated and filtered during three consecutive rounds of the Delphi and reached consensus, which show their validity.
Corporate Governance and Corporate Performance: Evidence from Jordanian Family and Non-Family Firms
(Queen Margaret University, Edinburgh, 2018) Saidat, Zaid Mhmoud
Corporate governance and corporate performance are two concepts that have been extensively examined in finance and management literature. However, most studies have been conducted in developed countries, particularly the UK and the US, while there is relatively little work carried out on the Middle East, specifically Jordan. Many Jordanian companies are characterised by concentrated ownership (generally family firms), which forms a considerable part of its economy (ROSC Jordan, 2004). Few researchers have examined family firms’ performance from a corporate governance perspective. This study investigates the influence of corporate governance on the performance of Jordanian family and non-family firms from 2009 to 2015, employing agency theory and resource-dependency theory to investigate the relationship between corporate governance and performance of family and non-family firms. Agency theory is concerned with problem of agency between principals and agents as well as principals and principals, which undermines value maximisation. Due to complexity within the corporate governance and performance phenomena, agency theory is supplemented with predictions from resource dependence theory, since this theory asserts that the resources provided by the shareholders and the directors are likely to improve performance. It has been suggested that the board of directors and ownership structure are effective corporate governance mechanisms to improve firm performance. Multivariate pooled-OLS regression analyses were the main tool of analysis. Secondary data obtained from published firm annual reports, firm financial reports and the Thomson One database was analysed to test the effect that board of directors and ownership structure have on corporate performance and the performance of family firms. To ensure confidence in these estimates, this thesis uses two-stage least squares (2SLS) to address the issues of endogeneity. The focus of the investigation was firms listed on the Amman Stock Exchange (ASE). The dataset is a panel of all firms on the ASE from 2009 to 2015, excluding financial firms with a sample of 103 firms, including 56 family-firms (about 55%) and 47 non-family firms. Major findings include (i) board mechanisms; board size, independent directors and family CEO negatively influence family firm performance while CEO duality tends to have a positive effect on performance, (ii) female board member, ownership concentration and local institutional investors have no effect on corporate performance, (iii) in non-family firms, there are positive relationships between governance mechanisms (independent directors and local institutional investors) and corporate performance. However, board size and concentrated ownership have no effect on performance, (iv) female board member has a negative effect, and (v) the proportion of foreign shareholders has a positive effect on the performance of family and non-family firms. Overall, there is a difference between the impact of corporate governance mechanisms on family and non-family firms’ performance. In terms of practical implications, this study illustrates (i) The importance of corporate governance in the broader sense, especially in emerging economies such as Jordan, where ownership is concentrated in Jordanian companies; (ii) signs policymakers and regulatory bodies can use to monitor companies that are more likely to confiscate investors and/or introduce governance problems; (iii) a potentially productive method for professional investors to select companies with superior governance structures and performance to improve returns on their investments, particularly in the long term.
Critical drivers of entrepreneurship: a study of the Nigerian community owned and managed independent retail businesses in Nordrhein-Westfalen, Germany.
(2018) Ijeghede, Courage
Purpose: This study explores the motivations of an entrepreneur’s business entry decision within the context of the Nigerian community owned and managed independent retail businesses in Nordrhein-Westfalen, Germany, a minority ethnic group with independent retail micro-businesses. Approach: A research methodology that is most appropriate to the qualitative research aim and highlights the research respondents’ ideas with some details is advised. The research sought access to respondents’ ideas using a qualitative methodological approach, including 20 in-depth interviews. Result: This research found evidence of pull, push and mixed motives as the critical drivers of entrepreneurship. The findings indicate that immigrant enclaves, their economic and social embeddedness into the mainstream group, family business background, informal and formal economic activities, and cultural influences are the core drivers of entrepreneurship. Moreover, the perceived discrimination faced in the host country, interestingly generated intergroup solidarity and strengthened the influence of the group network. Implication: The core conclusion for policy makers from these limited research findings is that a variety of critical drivers of entrepreneurial motivations as identified in this study, seems to be driven by: ‘push’ factors, ‘pull’ factors and ‘mixed’ factors. This limited study offers a framework, which can assist to understand the factors driving these entrepreneurs business entry decision. Currently official liaison with this community is minimal, there are clear opportunities for policy makers to better engage the community, to manage the potential expectations of minority migrant entrepreneurs and channel much needed support to them through formal and informal networks. Limitation: The invisibility of the Nigerian Community in Germany is a key limitation on these research findings. Furthermore, this is a small exploratory study, limited to NRW, Germany and the findings cannot be generalised. However, it can be the basis for future repeated qualitative studies and for a large quantitative study.
Developing an effectiveness evaluation framework for destination management systems
(Queen Margaret University, 2010) Horan, Patrick
The ever-increasing use of the Web as a channel of distribution within the tourism industry naturally leads to a situation where its effectiveness needs to be examined and justified. While there is a growing realisation of the need to assess the effectiveness of a Destination Management Systems (DMS) based websites, research into this area in the tourism domain has been quite limited and narrow in focus. This situation is further compounded by the fact that currently there is little in the way of appropriate models and techniques in place to manage a DMS based websites effectively and that there is a general lack of consensus when it comes to defining and understanding its standards and concepts. This thesis describes a methodology for the development and evaluation of a comprehensive set of weighted dimensions and criteria for measuring the effectiveness of DMS based websites. Ultimately, from a DMS perspective, website effectiveness depends on how well a website performs with respect to the related business goals. The scope of the research was limited to assessing the impact of DMS effectiveness on the accommodation sector. This research began by employing a Delphi study to generate, validate and prioritise a comprehensive set of dimensions and criteria for measuring the effectiveness of a DMS. The Delphi study successfully identified a total of 12 dimensions and 105 criteria required to assess DMS based websites effectiveness. These components were incorporated into a comprehensive evaluation framework applied specifically to evaluate the effectiveness of a DMS based websites using a diverse range of approaches and perspectives. The evaluation phase of the research took place over an eight month period and concentrated on testing this framework using VisitScotland.com as a test bed. The outcomes from the evaluation phase successfully demonstrated that the framework provides DMS management with a comprehensive method to measure and manage the effectiveness of their Web presence by not only identifying areas of the website and website strategy that needed attention but also by providing advice and suggestions on how to improve these areas.
DOES MEDIATION DELIVER JUSTICE? THE PERSPECTIVE OF UNREPRESENTED PARTIES
(Queen Margaret University, Edinburgh, 2024-06-26) Irvine, Charlie
This study examines the justice thinking of unrepresented people who have taken part in mediation. The context is two mediation services, serving Scotland’s two largest courts, from which the twenty four participants were referred to mediation by a judge (known as a sheriff) in the course of a small claim. The study addresses a notable gap in the literature on mediation: the modest attention paid to parties’ perspectives on substantive justice (see Chapter 1.C and 3.C. below). Its aim was to provide a richer understanding of the thinking of mediation participants charged by the justice system with devising an outcome to their disputes, in particular their evaluations of the fairness and justice of that outcome. It finds that those without legal training can nonetheless apply justice principles in resolving their disputes; this can be described as “justice outside the law.” They were able to account for their decisions in terms recognisable to those operating the justice system: the encounter (replicating the day in court), the chance to tell their story, compensation, punishment of bad behaviour, closure and payment. However, their lack of formal legal knowledge can lead to injustice and the study highlights the key role of activist mediators in providing legal information when required. Despite having forged the terms of their settlements, most participants were ambivalent when asked “Did you get justice?” The study notes several reasons. First, they are decision makers who are also decision recipients, meaning the other party, their legal opponent, has a say in the outcome. Secondly, they want to do, and be seen to do, justice. Thirdly, they also want to receive justice (and not injustice), yet often have to compromise and settle for “good enough” (see Chapters 5 and 6, below). And finally they have little interest in applying, still less in creating, legal norms. I conclude that mediation can deliver justice but not law.
Environmental management practices in the independent accommodation sector: a motivational perspective
(Queen Margaret University, 2005) Tzschentke-Hamilton, N. A.
This thesis seeks to develop an understanding of hospitality businesses and their relationship with the environment, thereby developing the subject discipline by addressing an under-researched area. Specifically, it seeks to provide an empirically based understanding of the rationale and process behind the decision to adopt environmental management practices, with a view to encourage their wider adoption in the industry through the successful promotion of environmental initiatives. Accordingly, the study addresses three main dimensions: the process of decision-making and the decisional factors leading to the decision; the rationale behind it; and the outcome of the decision. To suit the explorative nature of the investigation the research adopts an interpretivist, qualitative approach using semi-structured, face-to-face interviews with a sample of purposively selected owner-managers of serviced accommodation establishments in Scotland. Participating businesses were all members of the Green Tourism Business Scheme, an environmental accreditation scheme for tourism businesses. The data is analysed following Crabtree and Miller's (1992) template approach to coding in the first stage of analysis, and a cognitive mapping approach based on Kelly's Personal Construct Theory (1955) in the secondary stage of analysis. The analytical software used for the development and analysis of cognitive maps is Decision Explorer. The trustworthiness of the study is ensured by addressing the four criteria of credibility, transferability, dependability and confirmability. The study found that the decision to adopt environmental management practices reflected a lifestyle choice, was driven by personal values and beliefs and influenced by a wealth of personal, socio-cultural and situational factors. Four distinct motivational groups were identified based on the emerging rationale for action: Profit-motivated Greens (financially driven), Practival Greens (both financially and ethically driven), Ethical Greens (ethically driven) and Holistic Greens (also ethically driven but to a greater extent). Variations in personal environment ethic, personal construct of environmental practices and the type of value attributed to action further distinguished respondents in the four typologies. Attitudinal, operational and financial factors were found to act as constraints to further action. A range of intrinsic benefits (personal satisfaction and peace of mind) as well as extrinsic benefits (financial, operational and marketing) were acknowledged following adoption of environmental practices and participation in the scheme. It is concluded that whilst promotion strategies should continue to promote the financial benefits of environmental involvement, equal consideration should be given to appealing to the moral conscience of individual business owners. Efforts should also seek to educate operators on action strategies and on the value of their contribution. A need for improved support and infrastructure is identified. Finally, in order to attract participation, environmental accreditation schemes such as the Green Tourism Business Scheme, which provides the context for this study, must prove commercially beneficial to businesses. This, it is argued, can only be achieved through improved promotion, and consequently, widespread consumer recognition. Recommendations are provided as a basis for action in this direction.
Exploring the factors influencing the entrepreneurs perception towards adoption of social media for conducting business activities: a study on Harris Tweed independent weavers and their small businesses in Outer Hebrides
(Queen Margaret University, Edinburgh, 2020) Abbasi, Toha M.
Small size businesses are at the advantage of growing by adopting social media. Small business entrepreneurs have variety of personal components that need to be understood. One of such components is to explore what influences the entrepreneurs to adopt digital technologies such as social media for business activities. Harris Tweed independent entrepreneurs based in the rural island setting of Isle of Lewis and Isle of Harris (Outer Hebrides) have been selected for the study to comprehend their perception towards social media adoption. Studies in the past have valued the importance of social media adoption among the larger organisations and assessed consumer constraints. This study focused on the entrepreneurs perception. The study therefore explores the factors influencing the independent Harris Tweed entrepreneurs adopting social media for conducting its business activities and operations. Literature review provides a through comprehension of the existing understanding of social media and its adoption. Much of the attention is diverted to the marketing aspects of social media. Whereas this study involves all the elements of the business performance on social media. Since the beginning of the study, social media transformation for business indulged all business operation possibilities such as payments, direct shopping, and customer feedback. Social media is not a place for only communication and its contribution for business growth is tremendous. The study aimed at exploring the factors influencing the Harris Tweed entrepreneurs perception to adopt social media for business, investigate the social media platforms used, evaluate the benefits gained using those platforms and understand the relationship between the influencing factors. Initially, a preliminary qualitative study was conducted among the Harris Tweed entrepreneurs group in order to understand their perspectives. It was observed that the entrepreneurs used computers and smart phones for their social media business activities. Originally it was assumed that the entrepreneurs would be a part of family business, but it was established that the entrepreneurs were a dedicated part of first wave individual entrepreneurs. It was also noticed that majority of entrepreneurs had migrated to Outer Hebrides in search of opportunity and relaxed lifestyle. In addition, all entrepreneurs believed that without social media there was no business. Furthermore, it is established through adaptive theory methodology and constant comparison data analysis that motivation and expectation factors are the key factors (main themes) influencing the entrepreneurs to adopt social media for conducting business activities. The interrelation of the motivation factors of the entrepreneurs and set of expectation factors provides a clear understanding of the entrepreneurs perception. The final model developed is inspired by the Technology Acceptance Model by David Davis (1986). It was also found with participant follow up that the Harris Tweed entrepreneurs desire to keep on using social media for business due to its efficient characteristics and cost-effective features, aiding the entrepreneurs to expand into international markets.
FINANCIAL STRATEGIES OF FAMILY BUSINESSES: A STUDY OF GHANAIAN OWNED SHOPS IN LONDON, UNITED KINGDOM
(Queen Margaret University, Edinburgh, 2020) Boateng, Bernard Ofosu
Purpose: This study explores and investigates factors, motives and their interactions that influence strategic financial decisions of Ghanaian family shops in London relative to their business growth aspirations. The focus is to understand the ‘why’ of their strategic financial choices as migrant family firms which had been given little attention. The study, therefore attempts to identify how family and culture, entrepreneurial behaviours and the host country environment interact to influence the financial decision maker. Approach: Using a qualitative methodological approach, including a 56 semi structured in-depth interviews, observations and analysis of other internal and external factors, this study found evidence to suggest that there was a need for micro and macro level analysis of financial decisions made if the Ghanaian shop owners in London were to be holistically understood. Result: The study found evidence of ‘economic’ factors, family values, socio -cultural factors, host country policies and networks as the critical drivers of financial decisions. The findings indicate that the Ghanaian business owners had their definition of ‘economic’ factors which interplayed with some cultural memories in their decision-making process. Principally, two main cognitions were identified (family view versus professional view) in the final analysis. Implication: The core conclusion for policy makers from these limited research findings suggest that the suppliers of finance (banks or other institutions) should understand the meaning of ‘economic’ factors in consultation with the target group and not assume. Additionally, inculcating family opinions in the design of policies were found to be necessary. Policy makers could better engage the community, to manage their potential expectations by channelling much needed support for them through formal and informal networks. Lastly, the Ghanaian government could take advantage of the importation aspect of the shop operations inferring from the significant potential economic benefits that could be accrued. Limitation: The invisibility of the Ghanaian community in the UK is a key limitation on these research findings. Furthermore, the restricted sample, limited to London, UK may adversely affect the generalization of the study. However, it can be the basis for future repeated qualitative studies and for a large quantitative study. Keywords: Migrant entrepreneurial behaviour, financial decisions and strategies, Family business, Ghanaian entrepreneur, Culture, Networks, socioeconomic environment, UK.
Food Choice: the Shopping Experience of Older Consumers in Scotland
(Queen Margaret University, 2001) Hare, Caroline Anne
This thesis investigates the food shopping experience of older consumers (aged 65+) in Scotland. The aim was to develop the shopping dimension of food choice research and broaden the understanding of older consumers within this context. The need for such a study is borne out of the political impetus on food choice research, with the older age segment being particularly important due to: increasing numbers of older people; their vulnerability in terms of nutrition; the changes in food shopping that they have experienced in their lifetime; and their potential for being disadvantaged consumers. The growing numbers of older people present a number of challenges within the food choice discipline. The food retail sector, which is highly competitive, is faced with meeting the needs of a growing market segment which it has previously neglected. There have been efforts by governments to integrate the food retailing sector into the policy for improving the dietary health of the nation. However, these recommendations have been limited and the specific issues for older people in terms of food shopping not fully described. This thesis provides four major findings which provide an original contribution to knowledge. The first is that the characteristics of the older consumer result in a diverse shopping activity. This is reflected in the diversity of their personal circumstances, their preferences and their shopping activity. Secondly, the disadvantage experienced by older consumers is more complex than previously recognised. Thirdly, a comprehensive framework for investigating the shopping dimension of food choice research has been developed, and specifically applied to older consumers. Finally, there is a lack of inter-dependence and integration both between sectors influencing food choice and across the disciplines investigating it, and this must be addressed. There are several implications of these findings. First, academic research in the field of food choice should seek to undertake more multidisciplinary research and the conceptual model provides a framework from which to develop future studies. Secondly, specific recommendations can be made for retailers, both at a store level and concerning their contribution to the wider shopping environment. Thirdly, the findings are a catalyst for debate on the extent to which policy-makers should seek to integrate members of a multidisciplinary team in more detailed planning of recommendations.
THE IMPACT OF EMOTIONS ON CONSUMER DECISION-MAKING: A CONSUMER BEHAVIOUR ANALYSIS OF HEDONIC CONSUMPTION AS RELATED TO THE HARLEY-DAVIDSON BRAND
(Queen Margaret University, Edinburgh, 2019) Ahlers, Tario J.
Consumer behaviour has varied aspects that allow for a more detailed understanding of why certain products are purchased. In this light the American firm of Harley-Davidson is utilised as an appropriate case study with a focus on men aged 40 to 60 from the area of Edinburgh. Harley-Davidson appears to be an under-studied phenomenon. Whilst some examples are present in which Harley-Davidson has an important role, these examples either focus on marketing from the perspective of the company or from the social environment the consumer enters after the purchase has been completed. This research considers factors that motivated consumers carry out the act of purchasing a Harley-Davidson motorcycle. A thorough literature review of current research establishes an academic understanding of the environment that consumers may enter and attempts to identify possible motivations for the consumer to act in this way. Various important motivating factors are established by the literature which contribute to the hedonic purchase intentions of middle-aged male consumers who may go through a midlife-crisis situation in which they attempt to distract from their aging character and counter it through a more lavish lifestyle. Other aspects considered are the manner in which money is handled under various circumstances. The primary research was conducted as a qualitative case study. This involved semi-structured interviews with volunteering participants at the local Harley-Davidson dealership in Edinburgh. In order to illustrate other ways in which money is spent and risks perceived, the research uses an additional cluster of non-motorcyclists from the same area, gender, and age group. Through the openness of the participants, aspects that had not previously been considered, such as participants’ description of depression and the positive impact of reduction of alcohol consumption. It has been established through the thematic data analysis that Harley-Davidson consumers do not struggle with a mid-life crisis but rather follow a progression under which a Harley-Davidson is the most comfortable option for them before retiring from motorcycling. Based on the thematic analysis it was discovered that the majority of Harley-Davidson owners have previously owned other brands and moved to Harley within the age limits set for this research. Keywords: Consumer behaviour, Hedonic Consumption, Harley-Davidson, Edinburgh, Progression of Consumption
Internal barriers to small business development: a study of independent retailers from the Edinburgh South Asian community
(Queen Margaret University, 2009) Welsh, Rita
This thesis presents a conceptual model of the nature/interaction of internal factors shaping individual ethnic minority micro-enterprise owners' response to external threats in the business environment aimed to assist business support agencies developing/targeting appropriate help/support to enhance business development. Focus of the empirical research is Edinburgh Pakistani community owned convenience stores, as the failure to survive will adversely affect this community disproportionately reliant on the c-store sector and provision of related local social and economic benefits. The intangible influences on business approaches (education, experience, access to finance/business advice, personal values, goals, motivation, role models and cultural background) demands a qualitative, postmodern constructivist methodology, utilising social science adaptive grounded theory methods for sample selection, data collection/management, and theory generation. The initial conceptual model emerging from constant comparison analysis of qualitative interviews with a theoretical sample of 21 Edinburgh Pakistani c-store owners indicates key internal factors as start-up motivation, cultural influences and changing aspirations, awareness and acknowledgement of these influences on predominantly reactive responses to trading challenges varying widely. Comparison with wider ethnic minority/micro-enterprise research develops a conceptual model of the interacting internal barriers to minority community micro-enterprise development. Within any minority community and/or micro-business sector the owner's response to changing business environments is shaped by three factors: motivation for self-employment and changing sojourner mentality; cultural influences and depth of social embeddedness; and generational aspirations and degree of economic embeddedness in the mainstream community. By taking the complex, multi-layered, individual, dynamic nature of these factors into account when developing and marketing business advice, support agencies can design and deliver products and services relevant to specific needs and resource availability. Raising owners' awareness of the factors influencing business decisions will increase the potential for micro-enterprises to react proactively to external threats, with related benefits to individual owners, minority populations and the local community.
Knowledge sharing under the influence of family: A Study of Small Knowledge-Intensive Family Firms in Scotland Volume One
(Queen Margaret University, 2013) Cunningham, James
The integration of the family and business worlds provides family firms with competitively unique capabilities. However, elements of entrenchment, strategic conservatism, and social pluralism, have become evident in many family-based organisations. The importance of balance in the cultural aspects of family business is therefore critical in achieving sustainable performance, of particular note being the role of organisational knowledge, facilitated by intra-organisational knowledge-sharing. The aim of this study is to understand the effects of path-goal leadership styles on intra-organisational knowledge-sharing in small family firms in Scotland. This work is rooted in the relativist research paradigm and results in a cultural picture of internal knowledge management practices, considering themes or patterns of leadership influence. A triangulation mixed-methods design is used, a type of design in which different but complementary data are collected. In this study, survey quantitative instruments (n = 109) test relationships between the behavioural variables of leadership style, familial influence, knowledge-sharing, and the performance variable of organisational efficacy. Concurrent with this analysis, qualitative interview data (n = 26) explore the phenomenon of social pluralism and multiple stakeholder perspectives existing within small family firms. Collecting both quantitative and qualitative data provides the opportunity for comparison to corroborate, contrast, or complement results. It is acknowledged that one form of data alone would be insufficient to achieve this. The findings of the work posit that leadership in small family firms is particularly sensitive to the perspectives and nature of individual organisational members; due to the diverse nature of family firm members this implies that great consideration is required on the part of leadership if performance enhancing knowledge-sharing is to be achieved. The main contribution of this work comes in the structured introduction of leadership and organisational knowledge theories to the realm of small family businesses. Moreover, analytical application of social power theories produces a relatively unique view on the internal culture of these relationally distinctive organisations.
Local assessment of needs for consumer information and advice services in Great Britain: the development of a scientific conceptual model of assessment.
(Queen Margaret University, 2010) Wang, Fang
UK consumers are facing a high level of detriment. Much of the detriment can be avoided or reduced by making consumers informed and well equipped with suitable levels of knowledge and skills thus become empowered. As one important element to consumer empowerment, there is a strong case that consumers need suitable consumer information and advice services (CIAS). In an attempt to improve the local CIAS provision in Great Britain, the Consumer Support Network (CSN) initiative was launched in 1999 to join up the existing local CIAS providers. A local CIAS needs assessment was required for each CSN to achieve full establishment status (Brennan and Galloway 2002). It was discovered during the period that there was a lack of a scientific local CIAS needs assessment model available for local agencies to employ. This triggered this research project which is aimed to fill this gap. Due to the fact that Northern Ireland was not included in the CSN initiative, it was decided that this research targeted Great Britain, namely England, Scotland and Wales, although the literature would be drawn from the UK to inform the research. In the UK, the majority of CIAS is publicly funded and provided by public and voluntary sectors. Due to the funding nature of local CIAS provision, the needs for CIAS can be defined as needs for public services in this research. A review of the existing literature provided detailed background on the UK consumer landscape and the consumer empowerment agenda. Two broader categories of issues surrounding the concept of needs for public services and needs assessment were also identified: the theoretical debate on needs for public services and needs assessment and specific practical issues concerning local CIAS needs and needs assessment. The research is focused on the latter, since the purpose of a local CIAS needs assessment is to provide practical guidance to assist local agencies to design and improve their services. This research aims to investigate and develop a scientific conceptual local CIAS needs assessment model. This aim was achieved by identifying the relevant practical issues surrounding local CIAS needs and needs assessment involving two research populations: the CIAS professionals, who are responsible for the delivery of local CIAS, and the general public, who are the recipients of CIAS. Due to the characteristics of these two research populations, a combination of qualitative and quantitative research methods was chosen in this research. The CSN coordinators were chosen to represent the CIAS professionals in the first phase qualitative research. The transcriptions of 18 semi structured in-depth interviews were collected and analysed to generate the initial assessment model. The important part of the initial model, the needs for CIAS and its components, was tested and then modified in the second phase quantitative research based on the analysis of the data collected from 585 on-street questionnaire surveys of the general public in Great Britain which was chosen as the research population in the second phase. A purposive sampling was employed to ensure a good level of representativeness considering the resource constrains to this research. The employment of combined research methods ensures the assessment model is scientific by comparing and contrasting data from both local CIAS professionals and the recipients of local CIAS. The scientific attribute of the assessment model is also assured by employing scientific qualitative and quantitative data collecting and analysing techniques and procedures. The results of the two phases enabled this research to produce a scientific conceptual assessment model. The main product of this thesis, the new local CIAS needs assessment model, is evidence based, tailor-made, and ready to be employed by local CIAS agencies. This model consists of two sections, left and right: the needs assessment process and the practical issues of local CIAS needs. The left section includes the main stages of a local CIAS needs assessment and highlights the key issues associated with each stage. The right section illustrates the key components of CIAS needs and factors influencing CIAS needs: consumer knowledge and shopping patterns and their key components. The two effective means of local consumer segmentation, consumer disadvantage and consumer age, are also identified and illustrated in the section. The scientific CIAS assessment model could assist the professionals to gather evidence on local CIAS needs more effectively and systematically. The evidence could be used to improve the existing CIAS provision and design new CIAS to target any unmet needs identified. The evidence gathered, together with the relevant findings of this research, could also strengthen the case of local CIAS provision and better coordination with national CIAS provision such as Consumer Direct. The model could also benefit the professionals, policy makers and academia by comprehensively illustrating the components of CIAS need, the key relating factors and effective means for local consumer segmentation. The outcomes of the research also shed a light on the gaps in the literature thus identifies the possible areas of future research.
Methods used by health ombudsman in their system improvement role: A comparison of two international health ombudsman in their system improvement role and the response of Scottish health boards to the system improvement activities of the SPSO
(Queen Margaret University, Edinburgh, 2020) McBurnie, Gavin
Academics and ombudsman claim that a key role for ombudsman is to contribute to the improvement of the system over which they have oversight. However, there is limited research to support this claim and, much of what exists, is equivocal. This research examines the thesis that health ombudsman make a significant contribution to the improvement of the healthcare system as a result of the roles and activities that they undertake together with the way that they work with bodies in jurisdiction. In conducting this research, an international comparative case study was undertaken, using the Office of the Health Ombudsman, Queensland (OHOQ) and the Scottish Public Services Ombudsman (SPSO) as cases. In addition, three Scottish health boards participated in the research. The OHOQ was found not to be an ombudsman but to be a health complaint entity which principally focused on the prosecution of health professionals that it considers have conducted serious professional misconduct. The SPSO is an ombudsman, which principally tries to contribute to system improvement through compliance from health boards with recommendations arising from upheld complaints. In its approach to complaint investigations, the SPSO adopts the positions of an accountability institutional logic and coercive model of administrative control. These positions adversely affect the relationship between the SPSO and health boards with health board participants complaining about the nature of the communication between themselves and the SPSO, the quality of the clinical advice relied upon by the SPSO in reaching its decisions, and the inability to challenge either the advice or the decision. Consequently, in many cases, compliance with SPSO recommendations was due to a fear of sanction rather than commitment. In implementing recommendations, health boards use a dominant informational mode of organisational learning. Together, these factors explain why learning is unsustained leading to repeated complaints about the same issue.
Mothers' experience of sustainable fashion consumption: an existential phenomenological exploration within Edinburgh
(Queen Margaret University, Edinburgh., 2012) Ritch, Elaine L.
The research described in this thesis is an interpretative approach to exploring fashion consumption behaviour through applying a sustainability lens, underpinned by tenets of value. The research adopts existential phenomenology to explores the lived experience of mothers who work in a professional occupation, whereby lifeworlds which encourage intentions to adopt sustainability are juxtaposed within a myriad of lifeworld restrictions. The theoretical underpinning of the research assumes that consumers seek value in their consumption, whereby underlying tensions result in value trade--�]offs. As the research focus is to determine perceptions of fashion with the inclusion of sustainability, the participants evaluate a number of value types such as aesthetics versus ethics, price, quality, accessibility, altruism and guilt. The research identifies that situational values are focal; the immediacy of those consumer values contradict their detachment to production implications. Due to the dearth of information that can be meaningfully evaluated, the participants attempted to incorporate heuristic propensities to avoid fashion consumption which misaligned with their moral sentiment. Transferring sustainable principles from other consumption contexts to fashion resulted in uncertainty as to why sustainability was compromised and illustrated a reduced consciousness of what constitutes fashion production, including debating the implications of production on both the environment and for garment--�]workers. This dissimilarity contrasts with empowerment to adopt sustainability in other contexts situations, where value was maximised in networks sharing children�fs clothing, reusing plastic bags and recycling behaviours. Conclusions include that consumers can expedite fashion sustainability with meaningful guidance, supporting facilities and assurance of the positive consequences of sustainable behaviours.
Narratives of working within a complex organisation: Ethnographic study of cultural competence
(Queen Margaret University, 2011) Lindner, Susan Helga
The aim of this research was to shed light on the multiple social realities within an organisation and provide perspectives on how individuals made sense of the social world, which enabled them to participate in these social realities. As Smircich (1983) explained, culture is something that an organisation is, rather than has. As such, the literature considered ways of assisting individuals to survive and thrive within complex social realities and the personal costs associated with participating in them. The literature was used to demonstrate how my view changed from understanding organisations as beings to considering them as subjective cultures. I based this research on an interpretative phenomenology. My views were influenced by my desire to explore and interpret the experiences of individuals, who were the organisation's directors. Ethnography enabled me to take into account the knowledge shown in everyday social interactions in the workplace. Multiple perspectives and influences, which shaped this social world, were illuminated by bringing to the surface individual experiences and perceptions. These were achieved by gathering responses to a questionnaire; transcripts of interviews with the eleven directors; four pilot interviews with employees, who were not directors; pre and post interview sheets; and my reflective diary. The diary provided a transparent account of the research process and included an acknowledgment of any potential bias. This research relied heavily on the views expressed by the eleven directors in their interviews and my own views. Consequently, I wrote this thesis in the first person whenever possible. I chose a theatrical method, aligned to the work of Goffman (1959), to present this research; using acts and scenes to represent the main formal and informal cultural clues, which emerged. I presented Burke's dramatism model (1945, 1969) of human behaviour as a means of understanding the cultural clues, which were revealed. The findings contribute to an understanding of organisational life and are relevant for those, who want to understand the dynamics of human groups, which, ultimately, may lead to improving our lives in this world. By acknowledging the existence of the cultural scenario and by revealing the characteristics of those, who blunder and those, who exploit, this research demonstrates that individuals have to be encouraged to see the cognitive and visible aspects of the culture, which exist within the structures and processes, the roles and the knowledge and communication, which exist within organisations. We can comprehend this world from many viewpoints if we only take the time to look.