There has been acceptance for some time of the importance of the role of the academic Head of Department (HoD) to the successful delivery of a Higher Education Institution’s (HEI) vision and strategy. It has been argued that due to the increased pace of change in English Higher Education in the last few years, with a trebling of fees and regulatory change, a recent Higher Education and Research Act (2017), and the introduction of the Teaching Excellence Framework, that there is even more need for effective HoDs. There has also been acceptance for some time that the training and support provided for those taking on the HoD role has been limited. The focus of this research study is how academic HoDs in post-1992 English HEIs are supported to undertake their role, taking into account both how decisions are made and their academic identity. This study adopted an interpretive approach – in line with social constructivism – exploring the perceptions, feeling, and beliefs of HoDs. 14 semi-structured interviews were undertaken with HoDs in two post-1992 English HEIs to obtain their views on how decisions are taken either in a managerial or collegial manner, how their identity forms part of the support they draw upon, and the informal and formal networks and support mechanisms they utilise. A further seven semi-structured interviews were undertaken with senior managers to triangulate the data from HoDs. The data was analysed using template analysis and the key themes were identified. The findings suggest firstly that HoDs prefer a decision-making environment that utlises a ‘soft’ form of managerialism or collaborative and collegial culture in which decisions are made. This form of ‘soft’ managerialism, it is argued, allows for the development of informal support mechanisms. Secondly, the study found that HoDs were unable to maintain their research whilst being in the role (and this was a frustration to them), but they found their disciplinary networks and identity important in undertaking the role of HoD. Finally, the study established that the informal forms of support accessed by HoDs, either within or outside their institution, were of most value in allowing them to successfully undertake their role. The time and space to network and reflect with others on the common challenges they all faced provided the support that was of greatest value to HoDs. Although the findings from this study cannot be generalised they could be of value to HEIs and human resources managers, as well as designers of HoD leadership programmes in taking into account how best to support the development of informal support networks for HoDs.

This doctoral investigation explores the area of emotional labour in relation to aggressive customers’ behaviours. In more detail, it is focussing on the way employees engage in emotional labour, which can be done either by surface acting or deep acting, when they are interacting with aggressive customers and the consequences that may arise due to this method. The thematic and narrative literature review conducted by the researcher on the initial stages of this thesis provided the basis and foundations of the creation of the initial conceptual framework on managing the negative consequences of surface acting when interacting with aggressive customers and achieving the desired deep acting during those interactions. The researcher follows the constructivist / interpretivist philosophical approach in her study, and adopts the methodological triangulation for conducting her primary research by using a combination of two qualitative methods, semi-structured interviews and focus groups. The semi-structured interviews were contacted first, and the focus groups, as an additional method, had the purpose of either validating the results or adding to them accordingly. This study revealed that employees are only engaging in surface acting when they are interacting with aggressive customers. This results in a number of negative consequences. The current research has focussed on how to overcome those negative consequences. It further explored the ways that would engage employees in deep acting during those challenging interactions with aggressive customers and the positive effects. The results were presented in the empirically validated conceptual framework that has been created. The findings of this doctoral investigation have contributed both in theory as well as practice. The theoretical contributions include innovative additions to the existing theoretical gaps in the area of emotional labour in terms of how to overcome the negative consequences of surface acting and enhance the use of deep acting during interactions with aggressive customers. Further on, there are also contributions in the literature of the hospitality industry that has been under-researched in regards to this area. In addition, this research is adding to the existing knowledge of how to handle aggressive customers since it is including important findings on how to handle employees’ emotions so that aggressive customers are being treated more effectively. This also benefits the theory of marketing by offering the opportunity for further researchers to use the current empirically tested theoretical framework in order to test the relationship between engaging in deep acting and eliminating customer dissatisfaction. In terms of practical contributions, this research is adding knowledge to the hospitality industry employees, the management and the industry as a whole. While utilising this framework, both management and employees will be able to offer more genuine emotions to their aggressive customers and therefore be able to achieve the best possible results for the organisations they are working for.

With the role of purchasing evolved from a paper pushing function to a strategic and value creating player in global businesses (Espich, 2004), the activities of purchasing professionals today are knowledge- and competence driven. The purpose of this study is to identify the competency needs of purchasing professionals at DFS Deutsche Flugsicherung GmbH (DFS), Europe’s largest Air Navigation Service Provider (ANSP). It also seeks to explore the role of implicit participant knowledge in the process of competency identification and model development. For these reasons, a mixed-method case study at DFS is conducted. After reviewing the literature, a purchasing competency model is developed from scratch through exploring the target population’s self-image on competency needs and by contrasting these results to the view of purchasing department’s internal customers and management. The so developed model is then verified through participant observations and the identification of the implicit knowledge of competency needs of purchasing professionals. The study contributes to business practice and the theory of competency modeling. It identifies competencies in an area where little is known about competency requirements and explores the need to consider implicit participant knowledge in the model development process. The research outcomes are valuable to solve a real-world problematic situation through developing an activity based, multi-perspective and future oriented competency model. The study provides an example of how the aspect of implicit knowledge can be integrated when studying competencies. Results from this case in Europe’s leading ANSP are likely to be transferrable to other companies in the industry.

This thesis investigated the approaches concepts and techniques concerning Training Evaluation within organisations as a means of contributing to the assertion that training and development can provide added value for an organisation in a non-western context. In light of this the HRD policies and strategies available and the barriers which can exist to these strategies in those countries in the Arab world, like Libya, where considered. Additionally the paradigm that in transitional countries emphasise should be placed on encouraging training and improving performance is investigated. An interpretive research philosophy was applied and led to a qualitative design being chosen for this research as it required the creation of researchable questions which were salient to target respondents. The case chosen to be studied is the Libyan Iron and Steel Company (LISCO). An exploratory study was carried out involving a review of documentary evidence acquired from LISCO which included a survey of employees’ views on training within the company. The questioning of respondents to this study involved the use interviews managers of departments and professional training staff in the company were asked for their views to compare with those of the employees. In this study certain factors were grouped into themes, Arab Culture and the difficulties facing many transitional economies given the nature of the national and organisational culture in countries like Libya show that Western developed models of training and training evaluation cannot be universally applied. Organisations in Libya are typically state controlled and operate on strict hierarchical basis. This study proposes that in the current level of economic development Libyan organisations would benefit from a training evaluation model that focuses on a performance improvement perspective. The Training evaluation for transitional countries model proposed contributes to knowledge because it comes from the Libyan context. Any model of training evaluation considered for Libya or any transitional economy must combine the positive attribute of Western theoretical models with new elements specific to countries environment. This thesis is unique as it contributes to our understanding of models of HRD, and Evaluation practice by exploring their implementation and barriers to their use in an Arabic country that is in transition from a centralised economy to a more privatised one. Furthermore it investigates the transferability of western training evaluation practices to the Libyan environment A conclusion reached from this study is that any national policy that is introduced by the new Libyan government needs to include some radical reforms at national, sectoral and local levels. The Training evaluation for transitional countries model, although only a theory will serve as a guide to others embarking on similar research.

Family businesses are the backbone of the German economy (Otten-Pappas, 2015). The word ‘family’ makes these companies distinct and indicates their influence on other parts of life. My interest stems from the fact that I was the only child of a business family. For 15 years, I was in charge of the business, contributing to its strong performance. Nevertheless, having achieved all this, I am not proud of myself and feel somehow detached in not having lived my own life. The purpose of this analytic autoethnographic study is to explore, portray and deepen understanding of the situation of growing up in a business family and what influences this has on the business, the family and the individual. The research was carried out within an analytic autoethnographic framework, reflecting the desire to make sense of my experience and to give this phenomenon a name in an ‘academic way’. The abductive nature of this study is due to the fact that I draw on theories which have not previously been brought together under the umbrella of describing and portraying the situation in a family business. This research argues that the phenomenon of ‘subtle coerced succession', which is exercised by parents to groom the natural successor for taking over the family business, exists and has a strong influence on the generational interaction. Being aware of the fact of being born in a business family may imply while being the natural successor brings a lot of stress to the individuals involved. Realising this influence on succession might reduce the number of family businesses not making it to the third generation or beyond. My contribution to knowledge is that ‘subtle coerced succession’ has various impacts on the identity development of children born into family businesses and being the natural successor by birth. This study advances the development of theory by demonstrating how theoretical frames borrowed from other research fields – the total institution, the double-bind, gender and symbolic interactionism – fit together to explain the phenomenon of the ‘subtle coerced succession’ in family businesses.

Aim: This research attempts to understand the interrelation between strategy, performance measurement and management systems (PMMS) and human behaviour. Literature and the researcher’s experience suggest that PMMS most of the time do not deliver the expected results. In the specific case the focus is on a medium-sized company in Sweden which has experienced operational troubles with respect to delivery, which in turn has impacted financial performance. The research proposes a toolbox approach to introduce and align strategy, performance management and behavioural aspects. Methodology: The research enquires about how existing performance measurement and management is influencing the behaviour of employees and managers of this organization. The actions taken during the management of the crisis and the results which were achieved are described. The method and methodology are based on constructivism in order to obtain information about the impact of the strategy, performance measurement and management systems and behaviour. Literature research provided significant conceptual frameworks for both the implementation of strategy and consequent measurement and management systems as well as human behaviour in an organizational environment, summarized in a revised conceptual framework deduced from previous research. This research brings these two fields together to examine the interrelation of both within the researched organization. The researcher is part of the system and also influences the participants and this cannot be separated from each other. The research is less concerned with a wider validity due to the uniqueness of the case. The work might be used as reference for researchers and practitioners to compare their specific situation and derive ideas how to approach them. Based on the findings, previous research is validated, and a process introduced which enables the organization to align strategy, performance measurement and management systems and behaviour. To obtain the primary data the research uses a semi structured interviewing method of both individual and focus groups interviews. The primary data is the thematically coded with NVIVO. Results: Literature suggests that the introduction of PMMS and addressing behavioural aspects are widely separate issues. In introducing new PMMS, literature often refers to “creating buy-in” or “engaging” employees but does not advise on how to address behavioural aspects. Behavioural research deals with the motivation of employees but mostly cannot establish a link between performance management and measurement systems and behaviour. In this specific research, it was found that there is validity of motivational theory with regard to human behaviour, which strongly influences the performance measurement and management of the company. The impact of motivators may have opposite effects than expected because in this specific case the PMMS of the corporate office for the local unit did not change but nevertheless financial performance improved significantly. Contribution to knowledge: A conception framework was derived from literature attempting to interrelate Strategy, PMMS and behaviour. The primary research confirmed this framework and partially validated previous research and theories. Based on the findings from literature a revised conceptual framework is proposed to link behaviour to PMMS.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2018. / Universities have been producing graduates at a fairly fast rate, yet the cry for technical expertise and educated graduates. Thousands of university graduates are not employed, or they end up in industries and places that have nothing to do with their education and or qualifications. Too often the unemployed graduates they owe money loaned for studies which they are not able to repay because they are essentially unemployable, the may be because of a stagnated economic growth thereby a general high level of unemployment. The levels of entrepreneurial activities have remained low and there are no expectations of a sudden turn around for the economy. The researcher looks at one aspect of the graduate studies, specifically human resources management qualifications offered by the Cape Peninsula University of Technology in the Western Cape South Africa from the period 2014 to 2017. The research was largely descriptive and partially exploratory which resulted in the use of an assorted method approach (qualitative and quantitative). The research focuses mainly on the activities of those employed as Human Resource practitioners and the expectations at their work stations. Together with this the respondents gave extra detail on what is expected of them together with duties frequently performed. Based on this, the data was captured and analysed for similarities of expectations from more than 50 organisations. The findings indicate that there is a serious disjuncture between what is taught in the class and what the industry practices and expects. Recommendations of the ideal course structure are added to the findings to enable institutions of higher learning to adjust their curricula in line with industry needs.