A firm’s ability to survive and prosper is often a function of its ability to design and develop new products that meet the needs of heterogeneous markets. The way in which a product is designed can have profound implications for product market structure and who is able to profit from an innovation, but despite this few industry studies have examined how and why product and industry architectures co-evolve and correspond across time. Notions of architectural co-evolution and correspondence are grounded in the modularity literature and assume a path towards increasing product modularity and industry specialisation. However, scholars have recently hinted that a reverse path towards increasing product and industry integration may be equally feasible. This research study contributes to the literature by proposing three stylised hybrid product and industry reintegration types that enhance our understanding of how and why reintegration may occur in product markets. Furthermore, the presence of a correspondence in the design characteristics between architectural layers (the so-called ‘mirroring hypothesis’) has also been suggested in the literature, such that product component design is often a blueprint for the way task, knowledge and firm boundaries are partitioned within a given product market. This research study finds that architectural correspondence is hard to sustain over time as firms often maintain a broader knowledge than task boundary for strategically important product components that offer differentiation opportunities or competitive advantage, contributing to the literature on contingencies that ‘mist the mirror’. Of particular interest to this research study is the UK personal pensions sector, a non-physical product, largely under-explored in the product modularity literature. By analysing the co-evolution and correspondence of a non-manufactured product over a 30-year period this research study breaks new ground. The research study makes use of a retrospective longitudinal research design, based upon semi-structured interviews with a purposive sample of 31 key personnel. The interview data was subject to a combination of matrix and template analysis.

Includes bibliographical references (leaves 149-159). / This study focused on two segments that have emerged from an evolution within the children's market- the tween and young teen markets. However, few market researchers had investigated the transition between these two stages - leaving primary school and going to high school. Despite there being a rather small age gap between older tweens and young teens, the numerous challenges brought about due to the transition from primary school to high school could affect areas such as academic performance, friendships and so forth. It was the aim of this study to uncover any changes in relation to the consumer behaviour and brand preferences of young teens occurred due to this transitional period. The literature review looked at the international and South African older tween and young teen markets through market identification and characterization. The transition phase from primary school to high school looked at the similarities and differences of older tweens and young teens and the social and academic impact of school transitions on grade eights. Four areas were identified that were said to influence one's clothing consumer behaviour and brand preferences as a result of the school transition to high school. These were developmental changes; the influence of one's reference groups; role models and the media that one subscribes to, and the financial circumstances in which one lives. The researcher also investigated brand loyalty and the influence of peer pressure on the clothing consumer behaviour and brand preferences of young teens. Furthermore, the literature review covered branding and how fashion and brands influenced the consumer behaviour of young teens. Both quantitative and qualitative research methods were used in this study. The primary research tools used were the two surveys that were successfully administered to two hundred and seventy four grade sevens and eights in ten schools in the South Western Cape. Permission was obtained from the Western Cape Education Department and a time restriction was given for the surveys to be administered to the schools. The researcher also used qualitative research methods in the form of experience interviews with nine members of the academic and business community who were deemed knowledgeable on the topics of child development, branding, consumer behaviour and school transitions. Limited focus groups were conducted, although this was primarily used to construct the questionnaires. Furthermore, the researcher made use of secondary data sources such as reputable and peer reviewed journal articles, books and so forth. Out of the five school sets in this research study the De Kuilen school set showed statistically significant results between grade sevens and eights with regards to developmental, reference group, financial and brand preference changes. The Kuils River school set also showed statistically significant results with regards to developmental, role models, peer pressure and brand preference changes. However, the rest of the school sets showed minor or failed to show statistical differences between the two grades in question. On the whole no significant developmental, reference group, role model and peer pressure changes were noted between grade sevens and grade eights. On the other hand, two of the findings agreed with the initial hypotheses that were put forward. Financial changes did occur, as grade eights received more pocket money than grade sevens and parents were still involved in purchasing clothing for their young teens; and as expected, young teens failed to prove brand loyal. Consequently, although two null hypotheses (financial changes and brand loyalty) were accepted out of six proposed and two school sets out of the five showed statistical differences between the two grades on the matters investigated, the primary null hypothesis was rejected. The researcher concluded that young teens in the South Western Cape did not change their clothing consumer behaviour and brand preferences after entering high school. However, this conclusion was limited only to those schools and students who participated in the study. The researcher recommended that in general both grades could be targeted together as one clothing brand market. Especially when young teens were in the first part of grade eight, as both markets liked wearing brands such as Billabong and Roxy for very similar reasons. In addition, the lack of brand loyalty was not seen to be a hindrance, but an opportunity for marketers to attract young teens due to the fashionability and affordability of the clothing. Their purchasing power not only by themselves, but also more often than not with the help of their parents made them a lucrative market worthy of attention. On the other hand, while the researcher may have gained more knowledge from using more qualitative research, as some information from the questionnaires contradicted each other, it was also suggested that due the two age groups being so similar, it may have been more beneficial to compare two differing age groups such as grade sevens and nines.

No / We suggest in this paper that whilst exploring how to make business schools more critical we must also turn a critical and reflexive lens upon ourselves, critical management thinkers. Our endeavour is outlined here as a ‘reflexive journey’ in which we turn upon ourselves, academics who identify as ‘critical’ thinkers, the theories we use to analyse others. Our focus is upon critical management education. We use three vignettes drawn from our previous research. One is of graduands from the postgraduate programmes on which two of us teach, the second an analysis of knowledge transfer programmes in which we have participated, and the third a study of the construction of academic identities. The first study shows the academic teacher may become an internalized, judgemental gaze, the second that what we see as a critical approach may be construed by our students as another ‘truth’ that fails to encompass the complexities of organizations and management, and the third encourages us to ask some questions about our own positions. This causes us to ask some uncomfortable questions about our own positions as critical management scholars and the ways in which we conceptualize business schools and our colleagues who work in them.

Performance management research in the private and public sector has received much attention in management accounting research; however, empirical studies on performance management in the non-profit sector remain scarce. This study proposes and validates a model that explains the relationships between contingency variables, performance management practices, and organisational effectiveness in the non-profit sector. The study employed a mixed methods research approach, which entailed a field study and a cross-sectional survey in the Kenyan non-profit sector. The field study was undertaken to understand the perceptions of NPO leaders on non-profit sector characteristics, organisational effectiveness, determinants, challenges, and benefits of implementation of performance management systems in the Kenyan non-profit sector. Thereafter, a cross-sectional survey (using mailed questionnaires and an online survey) was used to collect quantitative primary data. Structural equation modelling was used to analyse the quantitative data. The structural equation modelling approach was adopted to test the hypothesised relationships among the contingency factors, performance management practices and organisational effectiveness. The findings indicate that performance management in NPOs can be categorised into three groups: performance planning, performance measurement and performance context. The NPOs emphasise mission statements and core values within the formal PM system. Although a number of private sector measurement frameworks are utilised, the NPOs mostly use logical framework, with emphasis on output and financial measures and team based targets with no clear rewards. The PM systems are resource intensive and they lead to goal displacement and narrow definition and measurement of organisational effectiveness. The results further reveal that among the contingency variables, strategic orientation significantly predicted performance management practices and organisational effectiveness in non-profits. Among the performance management variables, performance planning, performance targets, and performance rewards significantly predict organisational effectiveness domains. Furthermore, performance management practices mediate the relationship between strategic orientations, technology, information technology, leadership and external environment and organisational effectiveness domains. However, organisational size was not significantly related to performance management practices or organisational effectiveness. To successfully implement and benefit from the PM system, non-profit organisations need to address the fit between contextual factors and the performance management system. By employing a pragmatic, embedded, mixed methods approach this study provides empirical evidence of performance management practices that influence organisational effectiveness beyond the rhetoric of performance management theory. At the practice level, the findings will benefit Kenya government, non-profit organisations, donor agencies and performance evaluation practitioners.

The PhD research is concerned with investigating the communication aspect of relationships. In particular, the research focuses on the impact of marketing communications on customer relationships. The communication aspect of customer relationships is an empirically under-researched area. Two disciplines which are relationship marketing research and marketing communications research were drawn together in order to present insight into the investigation, and hence to build on the limited existing knowledge. The banking sector was used as the context of the investigation. The context of the research is the UK banking sector. Adopting a primarily qualitative approach, data were collected through semi-structured in-depth interviews with bank customers. Research participants were recruited through advertising and snowballing methods. The analysis was guided by the principles of content analysis. This research offers three main contributions. Firstly, the current research has extended the work on service provider and customer relationships by presenting an insight into the nature of customer relationships and their underlying dimensions. In particular, four relationship types were identified which can represent various types of relationships customers may establish with financial institutions: (1) faltering, (2) functional, (3) interactive and (4) affective. Secondly, the research presented empirical evidence on the potential of advertising, corporate sponsorship and direct marketing to promote various types of relationships. Thirdly, this research provides an enhanced understanding about the aspects of service encounters, that are likely to promote (or threaten) the development of certain relationship types.

This thesis addresses the theory of Socio-Technical Systems (STS) within the context of Information Systems (IS), a complicated field combining Information Technology and social shaping impacts. IS have been changing our society for some decades. From Office Automation (OA) to E-Commerce and E-government, IS are creating a new era of Mobilisation. Different industries have all been adopting Information Technology to enhance their business, from enterprises to public sectors. All these changes bring dramatic impacts for organisational behaviour and people's living, which need to be studied. According to academic literature, health informatics, being one of the important and complex fields in IS, started to employ mobile technical systems to improve healthcare service delivery for citizens at the start of the new Millennium. Comparing with other theoretical models in IS, the author argues that the Socio-Technical approach can explain comprehensively the new changes to organisations and society. Following the theories of STS, these case studies were decided by the researchers as field work in Chinese Community Healthcare Service Centres, where there are various mobile services for the citizens. Through multiple case studies, the author found that Leader Emphasis is one new social element in the field of the IS, while Participation, as another social element is essential to the context of this research project. These two social shaping elements, combining together within a model of STS, provide new decision making process, which is vital to a successful development of Mobile Health Information Systems (MHIS). The model has affected organisational behaviour, organisational structure, culture and society, following the usage of Mobile IS. Based on the result of the field work and the relevant literature of E-govemment, this research also concludes that M-govemment can be the transformation of E-govemment, as public service can be delivered efficiently by Mobile IS. A developing model is presented in this thesis.

Interruptions research is heavily reliant on a paradigm involving 'enforced interruption'. Email use however constitutes a special form of 'controlled interruption'. Because people have control over when and how they respond to incoming email, email interruptions provide an excellent tool for exploring strategic behaviour at work. This thesis uses the goal-directed theories of Action Regulation Theory (ART: Hacker, 1985; 1994) and Hockey's (1997, 2000, 2002) cognitive-energetical compensatory control model to frame research into strategic behaviour across three research phases. Using a multimethodological and multi-analysis approach, and in common with recommendations from the goal-directed theories, the experiences of 134 real email users, executing real strategies for dealing with email interruptions were examined within their authentic work environments. Semi-structured interviews and diary methodology, using content analysis and multilevel random coefficient modelling (MRCM), revealed that: Wellbeing is both an antecedent and consequence of strategic behaviour in dealing with email interruptions. Individual differences - measured using structured, taxonomical personality and motivational style inventories - are directly linked to strategy choice, consequential wellbeing, and the prioritisation of different goals at work, when dealing with email interruptions. They also moderate the relationship between strategy choice and wellbeing. In multi-goal enVironments, people's strategies for dealing with email interruptions depend in part on how they prioritise the email against the task (in a stage labelled the negotiation lag), and whether this relates to decisions to satisfy their current task goals, other work goals and wellbeing goals. In satisfying one goal (e.g., a work goal) this doesn't necessarily mean that other goals (e.g., for wellbeing) will suffer. This thesis asserts that such findings are novel and unique, and that they address shortcomings in the goal-directed theories, and in the way that interruptions have been studied to date. Implications for theory and practice are highlighted.

This thesis tells the tale of a special group of healthcare 'customer service' workers called the Patient Advice Liaison Service (PALS). It looks at how their job is designed and explores the impact this has, on their wellbeing by using a mixed-method research design which includes one quantitative and one qualitative study. The starting occupational level study is based on quantitative data from 138 participants using a questionnaire that measures global wellbeing, job satisfaction and psychosocial work conditions. A high incidence of strain is reported, statistically higher than that of other customer service employees and more comparable to social workers. Psychosocial conditions at work are revealed to be dire and in need of urgent action; and yet, the same group of workers report satisfaction with their job. To further unwrap the complex lived experience of PALS workers, an individual level study was conducted. Interpretative phenomenological analysis was undertaken with nine participants. Four emergent themes affirm that when it comes to their job, others just don't really get it, especially the extent of their emotion work. Changing the NHS is compared to changing a super tanker's direction and participants confess to having had a breaking point. Nevertheless, PALS staff declare that this is a vocation and I wanna do it. Reflexive interpretations suggest that some customer service employees actually engage in rather complex work that is not easily captured by the broad 'customer service' label. For individuals engaged in this type of relational work emotion work was found to be both a source of distress and motivation. Comparisons between these healthcare workers and other public sector relational workers are made and the new discourse of expertise services is proposed. Theoretical and policy implications are discussed.

The focus of the thesis is on labour, business, social and cultural history of Italian immigration to post WWII Toronto. In particular, this study addresses fundamental issues such as ethnic niching, unionization, urban proletarianization and entrepreneurship. From this perspective, this investigation addresses and analyses a list of key questions. How did a mass of former peasants, unskilled workers, artisans and merchants become urban wage-earners or small business entrepreneurs in an urban and Capitalist society? How did the process of unionization work? How did an economic ethnic niche develop? What role did 'ethnicity' play in the processes of both urban proletarianization and unionization as well as entrepreneurship? What made immigrant unionization and entrepreneurship successful or a failure? What other factors impinged on these processes? Lastly, what impact did these processes have on the host society? In addressing these questions the thesis focuses on the role played by a specific industry in enabling immigrants to find their place in the new host society. More specifically, the research has looked at the construction industry that, between the 1950s and the 1970s, represented a typical economic ethnic niche for the Italian community. In fact, tens of thousands of Italian males found work in this sector as bricklayers, labourers, carpenters, plasterers and cement finishers, while hundreds of others became small employers in the same industry. The analysis of the cultural and structural factors that were at the origin of the Italian niche of the construction industry is the central point of this study.

This thesis integrates theory and practice of team coaching into a holistic framework relevant to professional coaches and professional coach educators. I adopt an autoethnographic approach, exploring team coaching via three fieldwork sites; two sites where I am the team coach and thirdly a discussion group of professional coaches. Fieldwork data is collated chronologically and implicit knowledge is surfaced through story telling as a mechanism of sense making to answer the question: What is going on when I am coaching a team? In analysing and interpreting my stories, I take a postmodernist theoretical perspective, adopting a deconstructive approach which seeks to elucidate multiple ways of knowing and seeing. The resulting framework draws on four metaphors. Team as machine that follows a functionalist model of effectiveness that can be managed through behaviours and process. Team as family, which illuminates the interwoven nature of individual relationships and suggests strategies to create safe, mutually respectful collaborative behaviours. Team as living system represents the experience of teams thriving within a dynamic interrelated environment. Finally, the team and coach in Wonderland depicts a coaching assignment as analogous to following the White Rabbit into Wonderland. In a strange environment we may feel uncertain and vulnerable, however, curiosity enables us to remain open to possibilities. Each metaphorical perspective offers a ‘mode of awareness’ from which to operate as a coach. The framework develops our understanding of team coaching by bringing together diverse theoretical streams to inform what is going on in a new and accessible way as the metaphorical devices encapsulate complex ideas with simplicity. I contribute to team coaching practice as professional coaches can use the metaphorical language allied with theory to plan and reflect upon coaching assignments, consider relevant coaching approaches and engage in supervision. A shared language of metaphors provides researchers and practitioners with a new way to describe team coaching, creating a foundation on which to progress development in the future. In addition, the framework provides the basis for a coach development curriculum. I distinguish between team coaching and other team-based interventions and highlight how dyadic coaching practices may be applied within the team context to enable professionals from a variety of backgrounds to engage with the framework. Finally, I offer a transparent insight into a different way of investigating professional coaching practice describing how autoethnography allows us to tell practice stories in ways that are both evocative, insightful and open to analysis.