Business, Events and Hospitality
Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/7184
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Item Understanding unresolved higher education complaints: A mixed methods study on the Office of the Independent Adjudicator (OIA)(Queen Margaret University, Edinburgh, 2025) Elkington, Ossian LeoHigher education (HE) is increasingly shaped by the pressures of marketisation, which positions students as consumers within a competitive educational marketplace. Amidst this shifting landscape, the resolution of student complaints has become a critical issue, raising fundamental questions about fairness, accessibility, and the efficacy of independent adjudication systems. This research addresses these concerns by examining the Office of the Independent Adjudicator for Higher Education (OIA), which serves as the principal complaint-handling body for unresolved disputes in HE across England and Wales. By blending theoretical and practical perspectives, this research seeks to illuminate the systemic factors shaping complaint outcomes and procedural fairness in a marketised HE context. Adopting an explanatory sequential mixed-methods approach, the research comprises two complementary studies. The first is a quantitative analysis of cross-sectional secondary data from 5,111 OIA complaints, revealing key patterns in complainant demographics and their relationship to complaint outcomes. Notably, the findings underscore significant disparities, with males, ethnic minorities, and international (non-EU) students being less likely to secure remedies. The second study delves deeper into these patterns through a qualitative exploration of stakeholder perspectives. Thematic analysis of focus groups involving complainants, university staff, and OIA staff uncovers diverse experiences shaped by structural and procedural factors. Participants describe mixed perceptions of procedural justice, encompassing concerns over impartiality, communication barriers, and varying levels of support. The qualitative findings propose three typologies of complainants, Persistent Pursuers, Reluctant Escalators, and Resolution Seekers, highlighting the motivations and expectations influencing student engagement with the OIA. This thesis makes significant contributions to both academic discourse and practical policy. It explores the application of procedural justice theory to the unique context of a HE ombudsman and challenges existing paradigms of student complaining behaviour. By providing actionable insights into the disparities and barriers within the OIA’s processes, the research offers recommendations to enhance fairness, transparency, and equity in student complaint resolution. Ultimately, this work advocates for a more thorough and transparent adjudication system that reflects the diverse needs of HE students.Item SMALL TOURISM BUSINESS SURVIVAL IN THE EASTERN CARIBBEAN(Queen Margaret University, Edinburgh, 2024-06-26) John, LeeiThis study investigates the role of strategic approaches in the survival of small tourism businesses in the Eastern Caribbean, focusing specifically on Antigua and Barbuda, Dominica, and St. Lucia. Despite the acknowledged significance of strategic management in fostering business growth and longevity, scant attention has been given to traditional strategic approaches within small tourism enterprises in developing economies heavily reliant on tourism. The Caribbean, renowned for its diverse and attractive tourism offerings, remains a hotbed for multinational tourism corporations, yet the impact of small businesses within this economic landscape remains understudied. Drawing from an exploratory sequential mixed methods design, the study combines qualitative interviews with 31 participants and a survey of 217 small tourism businesses to elucidate the internal and external factors influencing survival and explore specific strategic approaches employed by these enterprises. Findings reveal five validated factors—low season impact, peak and off-peak dynamics, strategic closure, management, and survival—identified through a newly developed measuring instrument (SIDE). Contrary to prevailing assumptions, the study concludes that strategic approaches do not significantly contribute to small tourism business survival in the Eastern Caribbean. External challenges such as political influences, networking constraints, competition, and seasonality, alongside internal obstacles like employee deviance, emerge as critical barriers to survival. These findings underline the intense business environment faced by small tourism enterprises in developing economies reliant on tourism, urging scholars and policymakers to consider these dynamics in future research and decision-making processes. While the research provides a theoretical foundation for understanding survival dynamics, it acknowledges the existence of additional factors shaping small tourism business survival within the dynamic tourism industry, emphasizing the need for future studies to explore these dimensions comprehensively.Item DOES MEDIATION DELIVER JUSTICE? THE PERSPECTIVE OF UNREPRESENTED PARTIES(Queen Margaret University, Edinburgh, 2024-06-26) Irvine, CharlieThis 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.Item Predictors Of Integrative Public Leadership In The Malaysian Public Sector: A Structural Model Analysis(Queen Margaret University, Edinburgh, 2022) Khalid, Siti AzuraThe concept of transformational leadership dimensions with emphasis on public values and supporting collaborative efforts is gaining more attention in the research and practice of leadership (Sun and Anderson 2012; Gerson 2020). Based on the context of the civil service, it is necessary to develop performance measurements to assess key attributes to encourage effective behaviours whilst dealing with the challenges faced in the public sector. There is limited research which focuses on developing a valid and reliable measure of public sector leadership (PSL) and no definitive method of measuring PSL exists. The purpose of this study was to develop a leadership model with sufficient level of reliability and validity for integrative public leadership performance. The study aimed to define the PSL construct based on extant literature to categorise attributes into four PSL dimensions. This involved generating scale items: using a combination of deductive (literature review) and inductive (modified delphi technique) approaches to develop an item pool (multiple-item scales) to measure different dimensions of the construct. As part of the modified delphi technique, experts were then used to evaluate face and content validity of the scale. The study then involved purifying the scale, based on collecting 116 empirical data to pre-test reliability and factor structure (scale dimensionality) of the scale. Next, the research proceeded to validate the scale by assessing it's validity and reliability. The final PSL scale developed in this study is a four-dimensional, 116 item, seven-response choice frequency scale. The scale includes transformational leadership, civic capacity, public leadership, and integrative public leadership dimensions. The results provided evidence of the dimensionality, reliability, and validity of the PSL scale. The final PSL questionnaire was distributed to 918 respondents, of which 352 were completed, providing a response rate of 38.4% (immediate senior officers and subordinates) at across 8 ministries and a leading public sector agency. The sampling was based on stratified purposive sampling. Results point to recalibrating skills; capability-building priorities related to transformational leadership while civic capacity, public leadership and integrative public leadership remain to be enhanced. In addition, the bureaucracy and multisector work conditions holds implications for skill building and role modelling among public sector leaders who are at the middle and to be expanded to the first level of public sector leaders across ministries and agencies in Malaysia. When public sector leaders who have these new skills and who demonstrate civic capacity, public leadership and transformational leadership attributes in supporting their subordinates will adapt well to the integrative public leadership performance.Item Shifting the culture and design of complaints systems: Participation, reflexivity and ethics [PhD by publication](Queen Margaret University, Edinburgh, 2022) Williams, JaneThis thesis comprises of a critical appraisal evaluating the collective contribution to knowledge of six of my peer reviewed publications in relation to how participatory, reflexive and ethical approaches to complaints can create a complaint systems culture that supports all actors affected by complaints and ensure greater accountability for learning. By adopting a constructionist approach to complaints, the appraisal draws attention to the negativity associated with complaints and the tension within complaints handling where parties to the disputes have different versions of truth and subjectivity and perspectivism play a part. Using a lens informed by critical theory and reflexivity, key learnings generated from these publications relate to the impact of power asymmetries on complaints including institutionalisation and gender. The critical appraisal goes on to develop a conceptual framework that situates complaints within conditions of power, subjectivity and underpinning values and highlights the importance of participation, reflexivity and ethics in giving agency to the parties affected by complaints. It argues that this can lead to greater accountability for learning, recognising that resolving complaints can involve different perspectives, multiple and complex issues and the answer is unlikely to be binary. Implications for practice include the fact that that the framework is a firm reminder of the role that consumer ADR, complaint systems and complaint handlers have in addressing power differentials. Further, that in order to facilitate participation, reflexivity and ethics complaint system designers may require collaborative approaches qualitatively different than some complaint systems in the UK currently accommodate.Item 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.Item WORKING TOGETHER: EXPLORING PERCEPTIONS OF COLLECTIVE LEADERSHIP AND COLLABORATION IN A PUBLIC CONTEXT(Queen Margaret University, Edinburgh, 2021) Docherty, KristyThis thesis explores collaboration through a collective leadership lens. It is informed by the public administration and leadership fields and a 2019 empirical study of public service collaboration in Scotland, UK. Results indicate that tensions generated by working within a New Public Management model combined with frustrations felt from current collaborative practice have motivated an exploration into alternative conceptions of leadership and different ways of working when collaborating. This research promotes an approach where the reframing of leadership can offer a larger meaning, offering insights into what collaborating in a collective leadership way means. Analysis of the 2019 findings revealed that collaboration was enhanced through the application of four key processual and attitudinal modifications. This four principle approach was interpreted as working in an emergent and relational way while applying a systems and inquiry mind-set. The application of the process was found to spark the emergence of phenomena which served to generate personal and collective growth. A number of individual, organisational and system benefits were formed out of this growth, allied to the effort and emphasis given to the process by group members. Benefits found included an enhanced form of collaboration and an enriched and dynamic coproduction process embedded within its practice. The research contained within this thesis recognises the importance of process and how process can help to reinforce and explain complex phenomena. Informed by the perceptions, activities and experiences of participants and the wider academic literature, illustrations were developed to demonstrate what collective leadership is and how it is practised. The range of analysis and captured dimensions is intended to advance debates, instigate discussions and stimulate a refreshed conceptualising of collaboration. Keywords: Collaboration, Public services, Collective leadership, Complexity, Emergent, Group Process, Inquiry, Relational, Systems, Wicked Issues.Item Sustainability in fashion supply chains: Examining the dynamics of small and medium enterprise sustainability in fashion industry multitier supply chains(Queen Margaret University, Edinburgh, 2020) Croos Moraes, Joseph TivankaSustainability in supply chain management (SSCM) has become established in both academia and increasingly in practice (Fraser, Müller and Schwarzkopf, 2020). As stakeholders continue to require organisations to take more responsibility for their entire supply chains, this has led to the development of multitier SSCM. Despite small and medium enterprises’ (SMEs’) pivotal impact on the global economy, environmental and social responsibility commitments and SSCM have been largely overlooked (Chow et al., 2017). Little attention has been paid to the convergence of sustainability dimensions in SMEs. This thesis examines how sustainability-inspired SMEs in the fashion industry in Scotland implement sustainability and diffuse sustainability across the diverse supply chain. This leads to an investigation of the factors that influence sustainability practices along the supply chain and practices adopted to verify sustainability in the supply chain, with an overall view to improving multidimensional performance. This research adopts an exploratory multiple case study approach that combines multiple data sources: semi-structured interviews, observation, and secondary data analysis. The empirical study includes two SME fashion retailers registered in Scotland and their respective supply chain partners. This thesis contributes to SSCM research in SMEs by exploring from both the conceptual and empirical points of view, investigating fashion SMEs’ sustainability and SSCM and developing a conceptual sustainability performance rating model. This conceptual model uses multidimensional sustainability measurement criteria derived from the literature to determine sustainability performance levels from the farm to the retailer. Evaluation of the supply chain is likely to aid supplier selection, sustainability comparison and transparency. The investigated fashion SMEs and their supply chains are used to exemplify the usefulness of the proposed conceptual sustainability performance model. Based on the supply chains investigated, both retailers’ sustainability performances are similar, while one supply chain outperformed the other. In addition, the research findings show that SME retailers face the greatest challenge in managing supply chain sustainability, while the most influential suppliers can develop creative approaches to diffuse sustainability within the supply chain. This thesis suggests that there is considerable need for further qualitative research and the proposed model perhaps needs to be implemented in various business models to evaluate its validity.Item 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, GavinAcademics 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.Item FINANCIAL STRATEGIES OF FAMILY BUSINESSES: A STUDY OF GHANAIAN OWNED SHOPS IN LONDON, UNITED KINGDOM(Queen Margaret University, Edinburgh, 2020) Boateng, Bernard OfosuPurpose: 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.