Purpose: The purpose of the research for this thesis is to respond to the following research questions and to test the hypotheses which stem from the second research question. The research questions are: 1. What are the nature, relevance and extent of the application of the concepts and constructs of control, alienation, commitment and satisfaction within the call centre workplace? 2. What is the nature of the association between the concepts and constructs of control, alienation, commitment and satisfaction within the call centre workplace? Methodology and Research Design: A mixed method research design was devised, based upon piloted exploratory research. The main survey instrument was the questionnaire. The questionnaire responses were analysed and subject to confirmatory factor analysis. Findings: Ten hypotheses were tested and largely supported. The results demonstrate strong associations between the main constructs of control, alienation, commitment and satisfaction and also with their subsidiary constructs. Limitations and Implications: The main theoretical limitation of this research concerns both alienation and control. The exclusive focus upon control within the formalised workplace context of the call centre taken by the research is without reference to wider societal control relationships and structures, and as such could pose limitations in terms of generalising the research results. With regard to alienation, this research attempts to measure some alienation components in the tradition of Blauner (1964) and Seeman (1959), and hence poses the problem of whether reducing the alienation concept to measurable components is valid within the context of the wider discussion of alienation as an inherent societal condition, thereby leaving this research open to the charge of methodological reductivism. Originality and Value: The primary contribution to knowledge of this research lies in the consideration, empirical application, consolidation and relevance of the four central concepts of control, alienation, commitment and satisfaction as applied to call centre work and the call centre workplace, and to the attitudes and behaviour of CSRs.

Following the lifting of the sanctions imposed on Libya by the UN in 2003, the need for developing cost allocation systems has become necessary. This includes aspects such as privatization, foreign industries, and competition. All these factors should be considered by the cost and management accounting practitioners of the Libyan industrial sector. Based on the findings of a questionnaire survey, supported by semi-structured interviews, this study has examined the state of cost allocation (CA) systems in terms of product costs of large and medium Libyan manufacturing companies (LMLMCs). A contingency theory approach is adopted and a frame-work is developed in order to investigate the accuracy of the product costs. The study revealed that the majority of the LMLMCs are influenced by the financial accounting mentality. Almost all of them are using simplistic traditional CA methods. A few of them have already contracted to develop (up-date or redesign) their CA system. In fact, almost all of them calculate inaccurate product costs when companies produce various products. The full cost-plus pricing method is rejected by almost all the surveyed companies that face high levels of competition. Instead, they traced the mechanism of market price or comparing product cost with the prevailing market prices. On the other hand, almost all the public companies are facing very low competition which enabled them to adopt the cost-plus pricing method. In contrast, almost all privately-owned companies are facing very high or high levels of competition. In terms of preparing cost information on time, some the LMLMCs do not prepare overhead budgets. Most of them prepare cost information annually and the majorities are preparing cost information in irregular periods. According to the important factors that influence the accuracy of product costs, it was found a strong negative relationship with the level of product diversity and accuracy, a strong negative relationship between the level of intensity of competition and the level of use of cost-plus pricing and a strong negative relationship between the level of ownership and the level of use of the cost-plus pricing method. Finally, the factors that constrict the CA development are as follows; absence of any internal leadership; lack of specialist managerial accountants; lack of top management support; lack of active training programs; centralization of decision-making; it is extremely expensive to develop the CA systems; absence of professional cost or managerial accounting bodies in Libya. With regards to the organization's size factor, lack of financial ability; lack of an independent cost accounting department are important. In relation to the organization's ownership factor, it was found only the low level of competition is important. While most previous studies focused on the implementation of ABC in Western developed countries, this study has contributed further evidence to the value of studying CA systems in terms of product costs with a managerial emphasis in the Libyan context. In addition, this research describes the degree of accuracy and preparing cost information on time. However, it determined contingency factors that restrict the cost allocation system development and influenced the accuracy of product costs in the LMLMCs.

This research is concerned with exploring differences in the meaning of entrepreneurial behaviour among owner-managers of agricultural enterprises in Bulgaria. It aims to gain a better understanding of the origin and development of small businesses in a postsocialist context. Entrepreneurial behaviour is understood as the start-up and development of a new business and is examined through the views and experiences of agricultural producers. An exploratory conceptual framework, encompassing the individual owner-manger, the enterprise and the family, is developed to guide the investigation. It facilitated an analysis of the entrepreneurial process and the relationship between agricultural producers and their enterprises, while also taking into account the possible influences of involved family members. Data were drawn from qualitative face-to-face interviews with a diverse sample of 83 agricultural producers in four rural settlements. The respondents represented different demographic characteristics and agricultural sub-sectors. The findings from this exploratory research provide useful insights into the entrepreneurial behaviour of Bulgarian agricultural producers. Different patterns of engagement with the agricultural enterprises emerge. These are explained through startup motivations and growth aspirations and achievement, which in turn are related to differences in the scale of enterprises. Furthermore, patterns of engagement are related to differences in orientation towards self-employment and adoption of the role of owner-manager. Start-up motivations are associated with a complex interaction of different factors. They are also strongly related to the post-socialist context as represented by macro-level changes. The interviewees recognised and reacted differently to these changes. Presence of involved family members could have either a positive or negative influence on the start-up of new additional activities or the enlargement of existing ones. Contextual issues like the post-socialist background, culture and family contributed to a better understanding of the businesses and entrepreneurial behaviour. The results suggest that the entrepreneurial behaviour of post-socialist agricultural producers requires further research in order to gain an indepth understanding of why they undertake their own business.

This study aims to investigate social impact practice in social enterprises in the UK. It explores the drivers and implementation of social impact, how social impact is assessed, the barriers to social impact assessment. This study adopts a qualitative case study approach. Specifically, multiple case studies of social enterprises. The approach to data collection was semi-structured interviews and document analysis. Semi-structured interviews were conducted with individuals with expert knowledge of social impact. This study found that internal mechanisms and external institutions drive social impact. The organisations reviewed their culture and structure to understand the norms and identify capabilities. Stakeholder engagement was paramount to social impact captured. Social impact is captured for accountability, social investment readiness, and to build trust with stakeholders. However, they face barriers such as resource constraints and capturing indirect social impact. The study uncovered that the council for voluntary service legal structure impedes access to social investment. This study contributes to normative isomorphism and the micro-context of institutional theory by presenting an in-depth understanding of internal mechanisms agenda for social impact. It also contributes to the intra-organisational development of social enterprises through the review of organisational culture and structure. This investigation provides an in-depth understanding of the rationale and process to social impact assessment. It provides six stages to social impact assessment based on social enterprises operating in the financial support and service sector. Also, it presents practical implications for senior management, board of directors, funders, and policy-makers due to their influence on social impact. Providing the extensive experiences of the boards in the social sector, they should capitalise on their networks by encouraging cross-sector collaborations. Funders need to take into consideration the organisational size and needs of the region in the funding criteria. Policy-makers could remove barriers on the council for voluntary service and community interest company legal structures to encourage cross-sectoral engagement.

In these times of globalisation, knowledge is viewed as a source of competitive advantage and knowledge sharing (KS) as a characteristic of organisational success. In particular, KS has become a key factor for public organisations, which are searching for appropriate ways to manage and use their knowledge efficiently and effectively. This study contributes to the limited research base on knowledge sharing in public sector organisations, particularly police forces, and organisations in the Gulf region through an empirical investigation into the factors that influence knowledge sharing processes (Knowledge Donating and Knowledge Collecting) in the Bahrain Public Security Forces (BPSF). In order to achieve the research objectives, prior studies, relevant literature and theories were reviewed which led to the development of a theoretical framework and set of hypotheses that were used to test the influence of the proposed factors on KS processes. For this purpose, a quantitative approach using a questionnaire-based survey was conducted within the BPSF. Responses from 312 BPSF officers were analysed using sophisticated statistical techniques and software. Initially, Statistical Packages for Social Sciences (SPSS 24) was used to analyse demographic variables and exploratory factor analysis. Later, analysis of moment structure (AMOS 24) was used to conduct confirmatory factor analysis (CFA) and structural equation modelling (SEM) in order to evaluate the model fit of the study and to test the hypothesised relationships. The results revealed that most factors showed a statistically significant relationship with KS processes. In terms of knowledge donating (KD), organisational structure centralisation (SC), personal benefit (PB) and organisational structure formulisation showed the most significant and positive relationships. However, reciprocity (RC) and rewards (RW) were found to have an insignificant relationship with KD. On the other hand, in the case of knowledge collecting (KC), the results revealed that social interaction (SI), organisational structure centralisation (SC) and rewards (RW) had a significant positive association with KC whereas RC did not show any statistical relationship with KC. This study will contribute to the literature on knowledge sharing in public organisations, particularly for the Gulf countries such as Bahrain, and will assist the public sector managers to develop a knowledge sharing culture within their organisations. Moreover, this study contributes to the knowledge through developing and testing a new model that portrays factors affecting KS processes.

This was an exploratory applied study in which an instrument was developed based on Myers-Briggs (1985); Belbin (1891); Rogers (1983); Spence (1995), and Grunig (1997), for the purpose to investigate communicative behaviour of management guru product adopters. The research developed a predictive instrument of limited application, and brought together many writers theories on adopters of new ideas in a creative and diagrammatipal way. The study showed that there were communicative behavioural traits exhibited within the participating group, represented by intuition and attitude. The instrument used, whilst recognisably limited, may be applied to situations of selection, training and development. This has implications for the management of organisational learning.

For decades, the current literature and some experts have claimed that knowledge management is essential for creating and managing knowledge and therefore also for the future success of an organisation. Many organisations are still trying to implement knowledge management systems with the overall aim to improve their knowledge base and in the hope of generating innovation. Due to the complexity of knowledge and the content of current literature, organisations still misinterpret the essence of knowledge and try to objectify everything so that it becomes manageable. This effort leads to ineffective and cost-intensive knowledge management attempts, which mostly ends in a special development in information technology. However, very successful and innovative organisations with knowledge-intensive products without any knowledge management do exist. In order to understand the reason behind the success and innovation of organisations which do not use knowledge management, a single case study in an organisation with knowledge-intensive products has been undertaken. Hermeneutic-phenomenology with the Gadamer-based approach has been used not only to elucidate the environment and structure, but also to understand the behaviour of the employees and the organisation. Five general patterns on a macro- and several other elements and patterns on a micro level have been revealed. As a result, this research provides new insights into knowledge creation without deliberate management and serves as a management guide, which explains the essential elements that an organisation should focus on from the outset. Their impact and relations are most pertinent for sharing new ideas, insights, and triggering innovation, and thereby devising a new approach to manage the invisible and the intangible.

This study examined the pressing need to implement e-HRM within Abu Dhabi , Department (ADPD). It analysed the weaknesses and strengths of the current management and HR practices in running and managing its daily activities and operations. It evaluated the benefits and implications of implementing e-HRM. It also assessed the drivers, enablers and barriers to an effective adoption of e-HRM within Abu Dhabi , Department. e-HRM (Electronic-Human Resource Management) emerged as a result of the advent of information technology. e-HRM takes advantage of the latest information technology to deliver an online real-time Human Resource Management solution. Although e-HRM is relatively new, it has been extensively researched. However, much of the literature on e-HRM tends to focus essentially on types of e-HRM, the role of e-HRM, factors influencing the value and effectiveness of e-HRM, as well as the drivers, benefits and challenges of implementing e-HRM. There is a consensus among authors that e-HRM supports the HR functions and contributes to cost effectiveness. It also provides dynamic impetus to HR operational capabilities. e-HRM has enhanced HR services and activities which in turn benefit both employees and management, through improved efficiency and cost reduction within the HR department. To some extent it has succeeded, but it has fallen short of taking HR to a higher level. In principle, it is assumed that e-HRM drives HR to become a strategic player in achieving organisational goals. It has disappointed on the strategic front. In order to gather concrete evidence from multiple sources, mixed methods is employed to achieve the objectives of the study. The combination of quantitative and qualitative provides an in-depth investigation and allows closer assessment of the challenges and benefits of implementing e-HRM. Based on the purpose of the study, the nature of the problem and research questions, quantitative data are collected using a questionnaire involving employees at the AD , Department. This was supported by qualitative data using semi-structured interviews with HR management at ADPD. Findings revealed that the adoption of e-HRM at ADPD is a collective effort and the key successful factors for implementing eHRM are readiness, planning and full management support. The results showed that e-HRM tools and facilities are not working to their full potential and the level of e-HRM implementation is considered below the required standard at the ADPD. Findings from interviewees showed that there is no clear e-HRM strategy and as a result, there is little engagement from employees. Findings also indicated that there are some challenges for effectively implementing e-HRM e.g. ineffective IT training and resistance to change. There is need to upgrade technology, reorganise work, and empower employees. This study has provided a platform for further in-depth research into the challenges of implementing e-HRM in the UAE by expanding the literature which will benefit future research. The findings of the study aimed at empirically supporting the decision-makers at ADPD to put e-HRM development and implementation on the top of its agenda. The study findings will therefore help the decision makers to implement e-HRM effectively and can serve as a model for translating vision into action.

This research explores oil palm renewable energy businesses based on the Feed-in Tariff (“FiT”) for biomass and biogas in Malaysia, from the perspective of Business Models. It has a particular focus on Business Models and the concept of Sustainability, particularly Renewable Energy Business Models for Sustainability. This thesis aims to investigate and model “Successful” and “Sustainable” FiT-based Oil Palm Renewable Energy Business Models in Malaysia to capture Economic, Environmental and Social value for a wide range of stakeholders, and increase the deployment of oil palm renewable energy in the country. The research is conducted by adopting an Interpretivist Research Paradigm involving qualitative research using semi-structured interviews and focus-group discussions. A total of fifteen (15) semi-structured interviews were carried out, involving research participants selected using purposive sampling from stakeholder groups. Two (2) focus group discussions were held to gain feedback on the interview guide and then on the data findings, from the three (3) focus group members with experience and expertise in oil palm renewable energy in Malaysia. This research has further contributed to the understanding of Renewable Energy Business Models, particularly Renewable Energy Business Models for Sustainability of oil palm renewable energy businesses based on the FiT in Malaysia. As this research has found, “Successful” and “Sustainable” FiT-based Oil Palm Renewable Energy Business Models can capture Economic, Environmental and Social value for a wide range of stakeholders and increase the deployment of oil palm renewable energy in Malaysia through: • the introduction of an Energy Conservation Promotion Fund (ENCON Fund); • the introduction of activities to promote awareness of oil palm renewable energy; • the promotion of local technology and expertise; • the promotion of Combined Heat and Power (CHP); • the introduction of a location-specific bonus tariff for Sabah in East Malaysia; • the development of a green grid; • the promotion of bio-fertiliser as a value-added product; • a One-stop Centre to coordinate the processing of all the project applications; • grid interconnection based on simple, clear and transparent requirements; • having at least 50% of the feedstock supply internally generated. Although this research is specifically tailored to FiT-based oil palm renewable energy businesses in Malaysia, other types of FiT-based renewable energy businesses may also find this research useful to them for embedding sustainability and for overcoming at least to some degree the barriers facing their businesses, by following and replicating the research process. By also investigating the issues and challenges confronting the FiT scheme in Malaysia for oil palm biomass and biogas, leading to conclusions and recommendations for the stakeholders including policy makers and renewable energy developers, this research has further contributed to the understanding and advancement of the FiT scheme in Malaysia. This will benefit not only the government and its regulatory agencies, and renewable energy developers in Malaysia but also key stakeholders in other palm oil producing nations wishing to embark on a similar FiT scheme.

This thesis delivers a significant contribution to knowledge through the construction of a validated framework, that supports value creation for the QS organisation, when adopting and implementing BIM. It also reports on the current misconceptions in terms of the threat posed by Building Information Modelling (BIM) to the QS profession. This research has found that the QS role will evolve and transform with the opportunities that BIM presents, and will survive as consequence of value creation. The thesis identified 9 critical success factors, 5 success factors specific to BIM and 4 success factors specific to the organisation, all of which contributed towards the development of the framework. The study was conducted by adopting a mixed methods design by extracting knowledge from the literature review to inform the semi structured interviews, the results of which informed the design of the questionnaires and finally all results informed the development of the framework which was finally validated via a focus group. The major findings of this research were threefold. Firstly, from a theoretical perspective it was found that a unified understanding of BIM definition aligning the perceptions of the individual QS with those of the organisation, was the foundation from which to develop the framework. It was found to be of far more significance than most theorist purport, as the adoption process requires systemic transformation at all levels within the organisation, based on a unified vison. This stems from individual and organisational perceptions of BIM, which in turn go back to definition. Secondly, the research identified that the BIM barriers reported by the theorists are not the dominant barrier to implementation, but it is more specifically the lack of understanding of the benefits of BIM to the individual, that restrict adoption. Finally, the research has provided the QS organisation with a holistic overview of the key critical success factors necessary to support BIM level maturity and ultimately value creation.