Organisational learning represents a primary determinant of enhanced organisational performance. To meet the challenges of complex and turbulent business markets organisations have to quickly learn how to adapt operations. Existing knowledge concerning organisational learning is substantive and encompasses a voluminous literature. But, irrespective of the development of expanding theory and empirical study organisational learning is not fully understood. A number of limitations justify the requirement for further research. Processes and determinants of learning in a firm are not sufficiently explained. How organisational learning results in the accumulation of new stocks of knowledge is unclear. The claim that exploitation and exploration jointly moderate the predicted relationship between organisational learning and organisational knowledge relies on insufficient evidence. Under what circumstances learning contributes to an improvement in existing standards of performance has yet to be tested. As a consequence of the above limitations the aim of this study is to examine the impact of organisational culture, learning and knowledge development on performance. The research model grounded in literature proposes that organisational structure and organisational culture represent determinants of learning. Organisational learning is predicted to have a positive impact on the accumulation of unique stocks of organisational knowledge. The hypothesised relationship between organisational learning and organisational knowledge is moderated by exploitation and exploration effects. Accumulated stocks of organisational knowledge are assumed to result in enhanced standards of performance. Competing models have been formulated to test alternative configurations of the research model. Specifically, the model is tested at different levels of aggregation of the organisational learning, organisational knowledge and performance constructs. Research methods are undertaken in accordance with this authors' positivist orientation. The study setting is the UK construction industry.' Data are collected on a cross-sectional basis through the administration of a survey encompassing borrowed but purified measures of formative constructs. From the target population 76 usable replies were obtained. Data were analysed using partial least squares and the following are the main findings. A disaggregated model was adopted. Organisational structure does not represent a determinant of organisational learning (organisational learning comprises of individual, group and organisation dimensions). Organisational culture does represent a determinant of organisational learning. Organisation learning and organisational knowledge (organisational knowledge comprises of new product development, alliance formation and technological innovation) are not significantly related. Individual and group dimensions of organisational learning are significantly related to new product development, alliance formation and technological innovation. Exploitation has a moderating impact on new product development, alliance formation and technological innovation. Exploration does not. New product development and technological innovation impact positively on the finance and non-finance dimensions of performance. Alliance formation does not. Knowledge has been advanced as a result of this study. An original contribution is made that addresses important gaps and limitations in literature that constrain the theoretical and empirical development of the field. Practising managers are now able to enhance existing standards of performance because this research clearly explains how and under what circumstances learning can be introduced at the level of the firm.

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Considering current trends and developments in, the European economical-political structures, the study of transition and its immediate implications on cases such as inward foreign direct investment (FDI) under the conditions of a post-communist environment gains particular research interest. Central-Eastern European (CEE) transition economies including the case of Bulgaria that is the focus of research within this Thesis, become a pole of attraction for new economic activity, and render the investigation and understanding of related research areas as of immense significance in contributing to the update of theoretical conceptualizations and further providing a basis of information for real life practices of investment orientation and strategy. The existing literature on inward FDI in the case of CEE transition countries is characterized by broad generalizations that are unable to capture the specifications and interesting differentiations that exist across these countries, and only country-specific research can reveal. The primary aim of this research is to take into consideration the existing generic framework of transition 'theorization and explore the extent of applicability in a single country approach. For this purpose, this research focuses on the country of Bulgaria and the study of inward Greek FDI activity. The central aim is to examine inward FDI activity in Bulgaria in terms of strategy and decision-making, and furthermore to provide a parallel assessment of the dominant conditions and characteristics of the host investment environment. The ultimate purpose of this study is to identify 'which aspects of the host investment environment have an effect, and to what extent, on FDI decisions'. Accordingly, a theoretically grounded model has been constructed in order to test the relationships between different aspects of the host investment environment in Bulgaria and FDI decisions relevant to forms, patters and strategy of the activities established in Bulgaria. The research contribution of this study comprises of three elements referring to the proposed research model, the relevant theoretical contributions and the emerging policy implications. The importance of the research model lies on the proposition that it can be applied in other transition countries in order to explore inward FDI patterns and processes, and accordingly provide a common platform upon which to base comparative research on the theorization of FDI in transition economies. In terms of theoretical substance, this study confirms the existing literature on the importance of parameters relevant to: the institutional environment; the principles advocated in Dunning's Eclectic Paradigm; and, CEE-specific FDI determinants referring to unit labour costs, host market size, the progress in transition reformations, and European Union accession. Research findings further align to the importance of market¬related advantages that are increasingly replacing factor costs as the prime determinant of FDI activity, but extend to highlight the importance of low market competition. Additionally, the study confirms the significant relationship between the timing of investment decisions and changes in the business environment. Respectively, research findings indicate a crucial deviation from the traditional FDI theorisation on the issue of country risk, and further raise concerns on the importance placed on low costs and the relevant implications on FDI operations. Therefore, the findings of this research consist an important contribution in providing a guideline of policy implications that can be used by: a) Potential new foreign investors considering to establish activities in Bulgaria b) Existing investors so as to reflect on the current dominant FDI patterns and conditions, the respective elements of concern or the rise of new opportunities that surface from this research; c) Governments in identifying measures that can constitute propositions for formulating policy under the objective of improving host investment conditions, and subsequently create a more attractive environment for FDI activity.

Very high proportions of implementation projects for Enterprise Resource Planning (ERP) systems are shown to result in failure. This is probably due, inter alia, to the neglect of the strategic dimensions that give rise to conflicting objectives amongst the stakeholders. Most ERP implementation efforts seem to rely too heavily on project management techniques alone for success. The strategic planning that ought to precede such far-reaching change programmes appear to be neglected whilst attention is focused on project-planning issues. Moreover, there is no tried, tested and widely adopted model for successful ERP implementation, and no known scientific approach exist for the evaluation and empirical testing of ugge- ted models. This research investigated these problems. It analysed efforts made so far to address the prevalent implementation failures, which include identification of issues or factors that impact the outcome of such projects as well a suggestions of implementation models. Key attributes of an effective implementation model were examined. Unlike other models reviewed, the Parr and Shanks (2000) "Project Phase Model ofERP Implementation (PPM)" was deemed to possess many of these attributes, and so was selected as the template for the study. The case study method was adopted as the most suitable strategy for the investigation in line with the views of Markus (1983), Benbasat et al. (1987) Lee (1989), Yin (1994, 2003a, 2003b) and Pare (2001). The implementation process, phase of focus, critical success factors, and basis of project outcome determination associated with the PPM were formulated into predicted patterns for successful ERP implementation. Suitable instances of successful and unsuccessful ERP implementation, two in each case, were studied; empirical pattens were extracted from their attributes similar to those of the PPM and the various patterns compared. This study devised a robust and scientific technique, based on the case study strategy, for the evaluation and empirical testing of suggested models for the implementation of ERP and other information systems. Applying this approach, the research showed that thorough strategic planning incorporating prior specification of objectives, together with adequate focus on the specific needs of an organisation in the prefatory and transformation activities relating to ERP implementation, appear to be key to success. A new model for successful ERP implementation was also developed from the study. This has been presented as "the Specific Business Needs (SBN) Model of ERP System Implementation" and proffered for further research and empirical test.

Word of mouth is generally agreed to be the foremost source of new business acquisition for small businesses and owners/managers often cite 'word of mouth' referrals as the main source of business generation (Carson, 1985; Curran and Blackburn, 1994; Stokes 2000). However, little is known about how small business owners know their firms gain word of mouth or, indeed, of the dynamics that influence the incidence of word of mouth. The objective of this study is to investigate the role of word of mouth in the operation of small firms in the service sector. The thesis draws upon extant theory and original empirical evidence. Specifically, the thesis seeks to examine how recommendation can be proactively managed, which is now a central element of contemporary marketing literature (Stokes 2002). The research has incorporated three sources of data for the purpose of triangulation of different perspectives, including interviews with owners/managers at key stages of the research, customer surveys and documentary evidence from the businesses. A Longitudinal case study approach is employed to achieve the research aims. This allows an exploration of the role and management of word of mouth within small firms and provides a theoretically informed insight into the triggers of referrals and recommendations. This approach is believed to have the potential of "systematically gathering enough information about a particular person, social setting, event or group to permit the researcher to effectively understand how it operates or functions" (Berg, 1998:212). The primary units of analysis are the owners/managers in the Leisure and Tourism sector, who have proactively managed word of mouth. However, the study also includes the customers' perspectives regarding their recommending and complaining tendencies. The study has produced an original investigation about the significance of word of mouth in service sector enterprises, which includes a conceptual model of the stimulants of recommendation in small businesses.

This thesis examines the question of Information System (IS) success and looks to determine if it is possible to describe that success in terms of a package of separate, interrelated success factors which can be identified and tracked through the use of a questioning framework. This research examines "common" models of IS success and failure and proposes, based on those models, areas that are regarded as important contributors to IS success. A framework is proposed that will allow multi-national organisations to identify success factors that are specific to their organisational context and this framework is then tested in a global IS company. As a result of this testing, it was found that the success factors identified did indeed relate to the framework that was proposed, but that additional work was needed to include areas that the research identified and also, to improve how the resulting success factors were presented to the organisation for easy understanding

Within a complex global marketplace, achieving cultural diversity within organisations, and managing it effectively, is a challenge. Despite high capital expenditure on diversity management initiatives, research shows programmes have been ineffective in yielding significant positive outcomes. This raises two questions. The first is: ‘Why do organisations continue to invest in diversity management if it is not effective?’ The second is: ‘Why are diversity management practices not effective?’ Answers to both questions are sought, and improvements which can be made and sustained are explored. It is written for professionals with responsibility for diversity management. They include board members, human resource professionals, equality, diversity and inclusion practitioners, and corporate responsibility professionals. They have been charged with overseeing diversity management, and require greater knowledge and strategic savvy in order to meet their objectives. The main question of this thesis is: ‘How can diversity management effectiveness be improved within a complex global marketplace?’ Three studies critically explore the relationship between the quality of institutional management culture and the effectiveness of the diversity management practices. The first, a questionnaire study, explores the causal relationship between a variety of independent variables and their effect on diversity management. The second and third are exploratory and descriptive action research case studies, examining the effects of a democratic and participative system of institutional governance on the effectiveness of diversity management. This thesis contributes to diversity management literature by highlighting, and suggesting how to overcome institutional ethoi which run counter to the principles of equality, diversity and inclusion, thus creating barriers reducing the effectiveness of diversity management initiatives. This knowledge will enable researchers and practitioners to understand more fully institutional root causes impeding development, and how to challenge them effectively. It will also assist in developing effective diversity strategies outside of the Anglo-American context within which this HRM practice began.

Consumer awareness about ethical issues has been growing over the last decades. Knowledge and awareness about ethical products has led to businesses responding with a variety of ethical products for the consumers. The growth in ethical products market has attracted the interest of researchers as evidenced in a growing body of literature on ethical behaviour. Ethical decision-making models in the extant research tend to emphasise social interest values, such as ethical obligation and ethical self-identity, as predictors of ethical behaviour. However, little is known about factors such as self-interest values and motives, crucial in the formation of attitudes and behaviour towards ethical purchases. Furthermore, research evidence, as well as industry reports, highlights that although consumers generally have a positive attitude towards purchasing ethical products, there is a discrepancy between their attitudes, intention and actual purchase behaviour. Whilst the link between intention and behaviour has been found to be generally tenuous, studies in the domain of consumer research suggest that intention to purchase can be treated as a predictor of behaviour (i.e., an immediate precursor of actual purchase). The determinants of consumers' intention to purchase ethical products, incorporating self-interest values and motives, are the focus of this study. Much of the prior research in ethical buying behaviour has focused on fast moving consumer goods categories, which are considered to be 'low-involvement' purchases. In contrast, involvement is considered to be an important underlying motivation for consumer purchase of other products such as clothing. Therefore, the product category of ethical clothing is chosen for investigation in this study because of the 'high-involvement' nature of fashion purchases. Understanding the determinants of consumer intention towards ethical buying can provide insights on consumers' motivational state (i.e., social interest and self-interest) influencing ethical choices. Specifically, this research examines the role of involvement in consumers' decision-making process to purchase ethical clothing (direct and moderating effects of clothing involvement). The data were collected via online survey instrument from an existing panel of a UK-based market research company. The proposed research model was tested employing the Partial Least Squares-based Structural Equation Modelling (PLS-SEM). The direct and moderating effects of clothing involvement were tested by using the two-stage approach. The second-order formative measurement model of clothing involvement (hierarchical components model) was estimated using the repeated indicators approach. The results show that ethical self-identity and subjective norm have a significant impact in ethical clothing purchase decisions. Clothing involvement was found to weaken the relationship between ethical obligation and intention towards ethical buying, whilst it strengthened the relationship between ethical self-identity and intention towards ethical buying. This thesis further establishes that consumers' perceived balance between ethical self¬identity (commitment to individual's ethical augmentation) and clothing involvement (social identity and/or fashion identity) is a step towards bridging the ethical purchasing gap. This thesis is considered to make the following contributions to knowledge and theory in the domain of consumer ethical buying behaviour. First, the formulation of the conceptual model incorporating self-interest values and motives is an advancement of the existing ethical decision-making models for predicting consumer intention to purchase high-involvement ethical products. Second, this study reveals that product involvement plays a moderating role in the consumer ethical decision-making process. Finally, this study provides evidence for the mediating role of ethical obligation on the relationship between attitude and intention.

This study focuses on the emergence of Multimedia technology and its subsequent application and effects on Computer Aided Learning. The growing interest in the pedagogical possibilities offered by Multimedia technology has highlighted the need for research in order to investigate those properties of Multimedia that may have an impact on instructional outcomes. The review of the literature indicated the key research issues as being the design, implementation and evaluation of courseware using the new technology. It is these key issues that form the core of the research presented here. More specifically the overall outcome of the research has been the proposal of a holistic model for the design, implementation and evaluation of hypermedia learning tools. The main objectives supported by appropriate hypotheses were defined as: Proposing a design process model for hypermedia courseware. Developing Market Research by Multimedia (MRM). Evaluating MRM as a means of course delivery. Evaluating the MRM design. MRM was developed based on the proposed Design and Development Process Model (DDPM) and subsequently evaluated. Using a summative method of evaluation based on observation and pre/post tests, 186 students from Kingston University's BIT and BABS courses were selected and randomly divided into the following four experimental groups. Group A - traditional lectures and tutorials, Group B- MRM only, Group C combined traditional lectures and Multimedia tutorials, and Group D - the Open Learning group . . A holistic model for the design, implementation and evaluation of Multimedia based courseware is proposed. The resultant model proposes the following four stages in the development of hypermedia learning tools as: 1. Defining the Learning Objectives - this research provides strong evidence to indicate that hypermedia offers flexibility as a learning tool and could be successfully implemented in a variety of learning programmes including: delivering courses, used as a tutorial tool, or replace open learning modes of delivery. This study has provided empirical support to suggest that MRM as a means of course delivery is as effective as traditional lectures and tutorials and significantly better than the Open Learning mode. 2. Defining the Design Strategy - the design issues are addressed by the DDPM and deal with systems specification, design specification, implementation and evaluation. Based on the research findings it is recommended that ease of use should be the key objective of the design. 3. Defining the Implementation Strategy - this research recommends that prtor to use directives to hypermedia courseware users both in terms of their time management and their navigational style should be offered. 4. Defining the Evaluation Strategy - two main forms of evaluations could be considered Le. formative and summative depending on the evaluation objectives. This research recommends that 'observation' of learners using hypermedia learning tools through built-in tracking systems could provide educators with invaluable information about the way the system is used. This research makes three important contributions to the body of knowledge on hypermedia aided learning. Firstly it proposes a holistic model for design, implementation and evaluation of hypermedia learning tools, secondly it proposes the DDPM as a specific hypermedia design model and thirdly it evaluates HAL as a means of course delivery.

This study aims to contribute to the advancement of knowledge within the domain of strategic marketing, and more specifically positioning of services. In particular this research stems from an attempt to overcome the limitations of existing positioning typologies and models and the fact that current research on the subject matter fails to reflect the sequential nature of considerations related to the management of the positioning process. Consequently, the basic aim of this research is the development of a comprehensive framework that incorporates the various decisions and activities associated with the management of positioning and the generation of managerial guidelines, for the UK services industry. Following an extensive literature review, a conceptual framework that represents a synthesis of existing positioning models is proposed. Following the development of generic positioning strategies, the model is applied in the UK plastic card sector. As a result, a number of propositions are tested and managerial recommendations are put forward. Overall, this research makes the following theoretical, methodological and managerial contributions to the theory and practice of positioning activities within the plastic card services domain. Theoretical Contributions: This thesis offers a comprehensive positioning framework which could form the basis of further investigation into the subject matter. More specifically, the following theoretical contributions to the study of positioning have been made: This thesis has attempted to examine the varying descriptions attributed to the concept and as a result has clarified the concept and suggested three main themes (i.e. perspectives, key issues and dimensions) underpinning the concept. This research has put forward an empirically supported comprehensive positioning model. Methodological Contributions: This research has developed and validated a generic, consumer derived typology of positioning strategies. Operationalisation of positioning aim(s), objective(s) and the determination of LCS have been offered. An analytical procedure suitable for determining congruence between successive phases of the proposed model has been developed. The operationalisation of LCS in the model has been expanded in terms of additional dimensions. Managerial Contributions: This research has provided a set of clearly defined, managerial guidelines that practitioners can use when attempting to apply the concept of positioning.