This thesis contributes to engagement literature by clarifying what engagement is for employees in a large Australian travel retail organisation, how it can be measured, and the expected benefits for both employees and the organisation. With claims that disengagement costs the Australian economy over $30 billion annually (Hooper, 2006), the focus on engagement, particularity within the practitioner community, has grown exponentially. However, there is a lack of empirical research providing construct definition and measurement, ensuring credibility of this construct (Saks, 2006). The two main purposes of this study aimed to address this research gap by firstly producing a valid engagement survey which measured engagement and its predictors, and secondly producing a statistically tested engagement model which explained engagement, its antecedents, and consequences. The study was conducted using a mixed methods sequential design involving three projects. Project one involved the collection and analysis of 3 forms of qualitative data from which 12 main engagement themes were established and survey items generated. Document analysis, participant observation, and interviews (26) of current and former employees all served to identify themes and contextualize engagement within the organisation under study. Project two involved the development and testing of the initial engagement survey. Survey items were refined through a pilot study. The remaining items were reviewed by an expert panel, before being administered company wide returning 419 completed surveys. Exploratory factor analysis was used to refine the survey items and identify the engagement construct structure. Project three involved the validation of the engagement survey and confirmation of the engagement model. Structural equation modelling was used for this purpose. The engagement survey, which included eight driver subscales and an engagement subscale, was validated. Factors measured within the survey were similar to others cited in the literature signalling potential survey generalizability. The engagement model which included causal links between engagement, its drivers (antecedents), and outcomes (consequences) was confirmed. As anticipated, all eight engagement drivers (senior leadership, team leadership, work demands, work support, employee empowerment, continuation, customer focus and financial rewards) functioned as positive predictors of engagement. However, mixed results were found concerning engagement outcome variables. Engagement showed a positive causal relationship with personal outcomes (continuance commitment), but a negative casual relationship with organisational outcomes (customer satisfaction, and company financials). Such results question an overwhelming theme within the literature which claims a positive casual effect of engagement for both personal and organisational outcomes. Further investigation is recommended to clarify these results and explore the possibility of other variable influences. The research of this thesis incorporated both consultancy and academic literature, marrying both perspectives to produce a measure and model relevant to each orientation.

This study is primarily about the Open Organisations Profile, a questionnaire developed in the United States by Professor Oscar Mink (1991) to assess openness in the workplace and thus assist in decisions on organisational change and development. The Open Organisations Profile was developed as an assessment tool of the Open Organisations theoretical model. The Open Organisations Model offers researchers a lens to assess an organisational system and the system’s ability to adapt to internal and external changes in its environment, while maintaining a sense of unity.While the Open Organisations Profile has been used extensively in Australia and the United States of America, limited research has examined its psychometric properties. This current set of studies aimed to examine the psychometric qualities of the instrument. The first study examined the reliabilities and factor structure of the Open Organisations Profile. Results indicated that the Open Organisations Profile displayed high internal consistency ranging from r = .80 to r = .95. Furthermore confirmatory factor analysis (CFA) confirmed the theoretical three factor model of unity, internal responsiveness and external responsiveness.The second study assessed cultural differences and similarities between Australia and American using the profile. The findings suggested that significant differences existed between the countries and also between male and female values across the nine dimensions measured.The final study examined the relationships between the three higher order factors of openness and customer satisfaction and sales performance. The study found that the three factors of openness had a mediating effect on customer satisfaction and sales performance. The three studies showed the Open Organisation Profile offers researchers a reasonably reliable and valid instrument for assessing the openness of an organisation and its ability to adapt to internal and external changes in the organisation’s environment. Furthermore, the Open Organisations Profile could be used as guide to the areas that need to be addressed to help the organisation improve service delivery, customer satisfaction and financial return.

Agency theory is one of the principal frameworks utilized in explaining the family business phenomena. The objectives of this dissertation are to (1) identify the unique agent-principal dynamics that differentiate family firms from non-family firms, (2) determine the effects of these unique agency dynamics on family firm performance, and (3) evaluate these unique agency dynamics within family businesses, as moderated by differing forms of governance and management practices.This dissertation proposes that family firms are defined by two unique and opposing agency dynamics. On one hand, it is posited that family firms are defined by their ability to deploy concomitant forms of relational governance that reduce information asymmetry and associated agency costs. On the other hand, it is posited that family firms are distinctly encumbered with agency costs from non-economic family oriented goals. These distinct agency cost-savings, termed as family gains, and agency costs, termed as family costs, contribute to the study on how and why family firms perform differently than non-family firms.In addition, the study proposes that the ensuing trade-off between family gains and family costs may lead to competitive advantages for family firms in highly competitive environments. This agency trade-off provides a link between agency theory and the resource-based perspective of the family firm.Finally, this dissertation seeks to investigate these agency dynamics among family firms that employ differing governance and management practices. In particular, this study looks at how the agency dynamics of family firms that employ the most concentrated forms of management and governance, manifested as owner-manager led family firms, compare against other forms of family firms. This study posits that manager led family firms, on one hand, have greater family gains and, on the other hand, have greater family costs when compared against other forms of family firms. Moreover, it is proposed that under highly competitive environments, the trade-off between family gains and family costs lead to greater competitive advantages for owner-manager led family firms over other family firms.This dissertation employs cross-sectional linear regression as the primary tool for empirical analysis on Australian business data. In addition, non-parametric testing is utilized to support the above analysis. These analyses are complemented by proper robustness checks to support the study’s validity.The results from empirical analysis corroborate this study’s propositions. First, the research suggests that family firms have family gains driven by lower information asymmetries, but have family costs driven by greater divergence in firm objectives. Second, the results indicate that family firms outperform non-family firms, which is consistent with extant family business literature. Likewise, the results suggest that family firms under managerial ownership have greater family gains and greater family costs than other

This thesis addresses three problems where a focal agent's operational policies (inventory and capacity allocation) interact with marketing decisions. The first chapter studies how wholesale all-unit discounts may lead to products being shifted from authorized retailers to discounted gray market channels. Such discounts lead to discontinuous ordercosts which may induce buyers to order up to a threshold where they receive a greater discount. The buyer in this chapter is a reseller who makes purchasing decisions while taking into account inventory holding costs, how their resale price affects consumer demand and whether or not they divert inventory to the gray market. I analyze factors which determine how the reseller balances between lowering resale prices and diverting to the gray market, both of which lower costs by shortening the time inventory is held. Modelling the decisions as a Stackelberg game, the welfare of the authorized channel participants is analyzed. Of import, consumer welfare may decrease if a gray market emerges when holding costs are low. In the latter two chapters, the supplier sells a congested service. For example, this supplier may be a courier facing stochastic buyer arrivals. Buyers vary in their value for the service and how patient they are, so the supplier may improve outcomes by providing a menu of delay levels and prices. The system is modelled as a priority queue where congestion constrains the arrival rates at each delay level. In the first study, the supplier has aggregate market data. I model the problem as an optimization subject to incentive and congestion constraints. The novel contributions include a precise description of the optimal menu as a function of the supplier's capacity (the rate at which buyers can be served). Findings include existence of distinct capacity regions where the supplier utilizes service pooling and strategic delay. In the final chapter the related welfare maximization problem is considered. Sufficient conditions for optimal pricing are derived which depend only on operational information: the current revenue must be equal to the best-case revenue subject to current prices and congestion constraints. An associated performance measure is shown to bound deviation from maximum welfare and is used as a heuristic within an adaptive pricing protocol. This protocol is shown to converges to near welfare maximizing outcomes.

Pricing and capacity allocation are two important decisions that a service provider needs to make to maximize service quality and profit. This thesis attempts to address the pricing and capacity planning problems in operations management from the following three aspects. We first study a capacity planning and short-term demand management problem faced by firms with industrial customers that are insensitive to price incentives when placing orders. Industrial customers usually have downstream commitments that make it too costly to instantaneously adjust their schedule in response to price changes. Rather, they can only react to prices set at some earlier time. We propose a hierarchical planning model where price decisions and capacity allocation decisions must be made at different points of times. Customers first sign a service contract specifying how capacity at different times will be priced. Then, when placing an order, they choose the service time that best meets their needs. We study how to price the capacity so that the customers behave in a way that is consistent with a targeted demand profile at the order period. We further study how to optimally allocate capacity. Our numerical computations show that the model improves the operational revenue substantially. Second, we explore how a profit maximizing firm is to locate a single facility on a general network, to set its capacity and to decide the price to charge for service. Stochastic demand is generated from nodes of the network. Customers demand is sensitive to both the price and the time they expect to spend on traveling and waiting. Considering the combined effect of location and price on the firm's profit while taking into account the demand elasticity, our model provides managerial insights about how the interactions of these decision variables impact the firm's profit. Third, we extend this single facility problem to a multiple facility problem. Customers have multiple choices for service. The firm maximizes its profit subject to customers' choice criteria. We propose a system optimization model where customers cooperate with the firm to choose the facility for service and a user equilibrium model where customers choose the facilities that provide the best utility to them. We investigate the properties of the optimal solutions. Heuristic algorithms are developed for the user equilibrium model. Our results show that capacity planning and location decisions are closely related to each other. When customers are highly sensitive to waiting time, separating capacity planning and location decisions could result in a highly suboptimal solution.

This thesis addresses three problems where a focal agent's operational policies (inventory and capacity allocation) interact with marketing decisions. The first chapter studies how wholesale all-unit discounts may lead to products being shifted from authorized retailers to discounted gray market channels. Such discounts lead to discontinuous ordercosts which may induce buyers to order up to a threshold where they receive a greater discount. The buyer in this chapter is a reseller who makes purchasing decisions while taking into account inventory holding costs, how their resale price affects consumer demand and whether or not they divert inventory to the gray market. I analyze factors which determine how the reseller balances between lowering resale prices and diverting to the gray market, both of which lower costs by shortening the time inventory is held. Modelling the decisions as a Stackelberg game, the welfare of the authorized channel participants is analyzed. Of import, consumer welfare may decrease if a gray market emerges when holding costs are low. In the latter two chapters, the supplier sells a congested service. For example, this supplier may be a courier facing stochastic buyer arrivals. Buyers vary in their value for the service and how patient they are, so the supplier may improve outcomes by providing a menu of delay levels and prices. The system is modelled as a priority queue where congestion constrains the arrival rates at each delay level. In the first study, the supplier has aggregate market data. I model the problem as an optimization subject to incentive and congestion constraints. The novel contributions include a precise description of the optimal menu as a function of the supplier's capacity (the rate at which buyers can be served). Findings include existence of distinct capacity regions where the supplier utilizes service pooling and strategic delay. In the final chapter the related welfare maximization problem is considered. Sufficient conditions for optimal pricing are derived which depend only on operational information: the current revenue must be equal to the best-case revenue subject to current prices and congestion constraints. An associated performance measure is shown to bound deviation from maximum welfare and is used as a heuristic within an adaptive pricing protocol. This protocol is shown to converges to near welfare maximizing outcomes.

Pricing and capacity allocation are two important decisions that a service provider needs to make to maximize service quality and profit. This thesis attempts to address the pricing and capacity planning problems in operations management from the following three aspects. We first study a capacity planning and short-term demand management problem faced by firms with industrial customers that are insensitive to price incentives when placing orders. Industrial customers usually have downstream commitments that make it too costly to instantaneously adjust their schedule in response to price changes. Rather, they can only react to prices set at some earlier time. We propose a hierarchical planning model where price decisions and capacity allocation decisions must be made at different points of times. Customers first sign a service contract specifying how capacity at different times will be priced. Then, when placing an order, they choose the service time that best meets their needs. We study how to price the capacity so that the customers behave in a way that is consistent with a targeted demand profile at the order period. We further study how to optimally allocate capacity. Our numerical computations show that the model improves the operational revenue substantially. Second, we explore how a profit maximizing firm is to locate a single facility on a general network, to set its capacity and to decide the price to charge for service. Stochastic demand is generated from nodes of the network. Customers demand is sensitive to both the price and the time they expect to spend on traveling and waiting. Considering the combined effect of location and price on the firm's profit while taking into account the demand elasticity, our model provides managerial insights about how the interactions of these decision variables impact the firm's profit. Third, we extend this single facility problem to a multiple facility problem. Customers have multiple choices for service. The firm maximizes its profit subject to customers' choice criteria. We propose a system optimization model where customers cooperate with the firm to choose the facility for service and a user equilibrium model where customers choose the facilities that provide the best utility to them. We investigate the properties of the optimal solutions. Heuristic algorithms are developed for the user equilibrium model. Our results show that capacity planning and location decisions are closely related to each other. When customers are highly sensitive to waiting time, separating capacity planning and location decisions could result in a highly suboptimal solution.

This thesis explores health technology innovation within indigenous enterprises in China, India, and Brazil. The main discussions are presented in five papers/manuscripts. The first is a case study of Brazil’s health biotechnology sector. It concludes that systemic tensions between the country’s public and private sectors may be detracting from its overall innovative success. The second paper gauges vaccine and medicinal innovation within enterprises in the stated countries by analyzing new technologies in their pipelines or on the market. It concludes that that a growing number of health enterprises in these countries are tackling more technologically challenging and costly innovations. The third paper explores how national institutions and industry globalization interact to shape commitments to new drug and vaccine innovations by enterprises in the three countries. It concludes that; a) the introduction of pharmaceutical product patent regimes has had a modest impact on entrepreneurial attempts to develop new technologies, b) key challenges that diminish patent incentives tend to be institutional in nature and, c) the increasingly globalized nature of health product innovation limits what countries can achieve independently. The fourth paper analyzes key issues and trends in health biotechnology firms’ transition to innovation in China, India, Brazil, and South Africa. It concludes that this transition often entails greater integration into the global system. The fifth paper ponders the implications for global health of the emerging market firms’ transition to innovation. It concludes that these enterprises have the potential to simultaneously address global health needs while exploiting global markets, provided support mechanisms are put in place to enable product development for the poorest market segments. This research suggests that to succeed in biopharmaceutical innovation, nations need to adjust scientifically, sectorally and globally all at the same time. Also, that national governments and the global health community need to enhance engagement of emerging market enterprises in related efforts.

Purpose. The purpose of this project was to explore ways and administrative means for fostering change in the Presbyterian Church of East Africa in terms of leadership and personnel appointments. This denomination, with historical roots and structure in the Presbyterian Church of Scotland, functions now as an African denomination with unique situations relative to its culturally diverse membership. This study was initiated by the current surge in church growth and expansions in Kenya, and a subsequent decline in effective church leadership. The current shortage of ministers and other personnel has intensified the problem and created a style of church administration characterized by 'authoritative leadership' controlled by a few. This has diminished the kind of leadership needed for the broader areas of ministry required by church growth. The current procedure for the appointing of personnel in parishes, in church sponsored schools and in hospitals is also quite inadequate. This study was designed to determine the specific problems and to seek ways to help correct the situation through some changes which can be recommended to the church. Method and procedures. This project was undertaken at the Interdenominational Theological Center in Atlanta, Georgia, under the leadership of a faculty appointed doctoral committee, with assistance from ministers and their families from the Presbyterian Church of East Africa studying in Atlanta, other Presbyterian students from Africa, consultants, as well as P.C.E.A. members and Church officials in Kenya. The local participants were used as a project group which met in six structured discussion sessions, each with different foci, two of which were led by church consultants. Questionnaires were used as research tools with local participants as well as participants in Kenya. Church officials in Kenya were interviewed by telephone, with a follow-up analyses by the project group and the writer. The project input also reflects the writer's library research including books and periodicals which were obtained directly from Kenya. A historical study was made of different types of leadership styles and personnel appointment procedures employed from the inception of the Presbyterian Church of East Africa with Scottish missionaries denomination through models currently operating in the denomination. Conclusions and recommendations. This study concluded with recommendations which can be summarized as follows. 1. The suspension of the 'Right of Call' by the denomination in the early 1960s was done without careful study. After making the desired adjustments and changes, this method of posting pastors should be introduced again as a pilot project in certain areas for a period of ten (10) years to determine the effectiveness of this process. The Appointments Committee should monitor the implementation of the 'Right of Call' by parishes, and be allowed to intervene in situations where the respect of the 'Right of Call' is assessed to be abused. The final appointment letter should come from the Secretary of the Appointments Committee, thus reminding the pastors that they are answerable both to the parish and to the presbytery. Ministers salaries should then be determined in accordance with the 'Right of Call,' and funds should be made available to develop those areas which have no 'Right of Call.' 2. Reduce the bureaucracy of P.C.E.A. by returning the power of leadership to the Presbyteries. This will remove the power from the 'head office' personnel (Moderator, Secretary General, and Finance Officer) to local Presbyteries, thus, allowing a more democratic form of leadership. This will also allow a more democratic form of appointment of personnel for ministers, hospitals and schools, wherein local tribes, cultures and customs can be taken into consideration with respect. Allow the office of the moderator of the General Assembly to be more of a ceremonial office rather than an executive office. During the study it was determined by the project group and the writer that the Presbyterian Church of East Africa has been influenced by the episcopal system of bishops which is antithetical to denominations in the (Presbyterian) Reformed tradition. Merge head office 'departments' into 'desks' with similar areas of concern, so that there are fewer personnel in the head office, further strengthening the administrative role of Presbyteries. 3. The church should take seriously its pastoral responsibilities in church sponsored schools and institutions and appoint a minister in every Presbytery to serve in a pastoral capacity in schools and institutions. 4. Consider paying the three top employees of the church sponsored hospitals through the hospital's Boards. Also allow overseas volunteers or missionary staff to work in hospitals for not less than two years in order eliminate the problems created by shorter terms of service.

The three studies in this dissertation examine the relationship between the decision of market participants to compete or collaborate on their innovation strategies and outcomes as well as the broader industry structure and technological progress. The first study analyzes the impact of modern patent pools on the innovative performance of firms outside the pool. Theories generally predict that modern patent pools have a positive impact on innovation by reducing the cost of access to the pool’s technology, but recent empirical research suggests that patent pools may actually decrease the innovation rate of firms outside the pool. Using a difference-in-difference-with-matching methodology, I find a substantial decline in outsiders’ patenting rate after the pool formation. However I find that the observed reduction is mainly due to a shift in firms’ investment from additional patentable technological exploration toward implementing the pool technology in their products. The results shed light on how the interaction between cooperation, in the form of patent pooling, and competition shapes firms’ innovative strategies by enabling opportunities for application development based on the pooled technologies. In the second study, I examine the impact of restrictive stem cell policies introduced by George W. Bush in 2001 on the U.S. scientists’ productivity and collaboration patterns. Employing a difference-in-differences methodology, I find that the 2001 Bush policy led to a decline in the research productivity of U.S. scientists. However, the effect was short-lived as U.S. scientists accessed non-federal funds within the United States and sought funds outside the United States through their international ties. The results suggest that scientists may use international collaborations as a strategic means to deal with uncertainties in their national policy environment. In the third study, I examine the effects of the fragmentation of patent rights on subsequent investment in new inventions. Using a theoretical model and an empirical analysis of the semiconductor industry, I seek to shed light on the contingency factors that shape the role of technological fragmentation in explaining the investment decisions and appropriation strategies of firms. The results provide a dynamic explanation of the interplay between firms’ R&D investment, their patenting strategies, and technological fragmentation.