Theses for Business Management

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Success Factors in Adopting AI in HRM: Perspective From the Private Sector in UAE
(The British University in Dubai (BUiD), 2024-10) BETTAYEB, ABDERRAHMANE; Dr Abdelmounaim Lahrech
Artificial intelligence (AI) is emerging as a transformative force in technological advancement, impacting the success of diverse business sectors. However, research on the specific success factors in AI adoption, especially in human resource management (HRM), remains limited. Previous studies have predominantly focused on AI techniques and applications within IT and industrial sectors rather than the HR context and primarily address applications like recruitment rather than exploring broader HR functions. This study aims to address these gaps by identifying key success factors for AI integration in HR across various applications, with a specific focus on the private sector in the United Arab Emirates (UAE), an area largely unexplored in existing literature. This research uses the Technology, Organisation, and Environment (TOE) framework combined with the Diffusion of Innovation (DOI) theory to investigate how these success factors influence AI adoption in HRM. Adopting a quantitative methodology, surveys were administered across UAE private firms to examine variables including factors under the Innovation feature of AI such as compatibility, relative advantage, complexity, trialability, and observability. Internal factors, such as top management support, organizational readiness and technical capability, and managerial capabilities along with external factors like government regulations and pressure, competitive pressure, Market status, and vendor partnerships, were also considered. Data analysis was conducted using SPSS and AMOS, employing tests such as Common Method Bias (CMB), Exploratory and Confirmatory Factor Analysis (EFA and CFA), and Structural Equation Modelling (SEM). This study provides insights into effective resource allocation for HR leaders considering AI adoption, offering implications for both theory and practice. The findings address key research questions, outline practical recommendations, and suggest avenues for future research to bridge existing literature gaps. Ultimately, this research will offer HR leaders in UAE private firms a framework to better understand and overcome AI adoption challenges, enabling informed decision-making and enhancing the strategic use of AI across HR functions and practices. Keywords: AI adoption, human resource management, Diffusion of Innovation Theory (DOI), Technology Organization and Environment Theory (TOE), Success factors, UAE private sector, Innovation feature of AI, Internal effect, External effect, and SPSS AMOS.
The Impact of Effective Talent Management Practices on Market Capitalizing Agility, Agile Innovation and Agile Creativity: a Quantitative Study in Knowledge-based Organizations
(The British University in Dubai (BUiD), 2024-03) AL ALI, ALANOUD ABDULLA JUMA ALHAJ; Professor Stephen Wilkins
Talent Management practices conceptualization captured considerable attention in the literature since the evolvement of the concept in the early 1990s, however, less attention has been given to empirical studies on the impact of Talent Management practices on organizational competitiveness. This empirical study considers the impact of effective talent management practices on competitive organizational agility (market capitalizing agility, agile innovation, and agile creativity) directly and through the mediating effects of operational adjustment capacity and absorptive capacity. The research population is knowledge-based organizations in the private sector. The findings presented are based on a deductive quantitative research design utilizing a positivist approach through deploying a cross-sectional survey. Responses to the survey were collected at an organizational level. Organizations in the UK were targeted with a sample size of 314. Data were analyzed through a Partial Least Square approach to Structural Equation Modeling (PLS-SEM) using smartPLS version 4. The present study addresses multiple gaps existing in the literature. The findings indicate a statistically significant positive relationship between effective talent management practices and agile innovation, agile creativity, operational adjustment capacity, and absorptive capacity. Also, the findings indicate that the relationship between effective talent management practices and market capitalizing agility, agile innovation, and agile creativity is mediated through absorptive capacity. Furthermore, the relationship between effective talent management practices and market capitalizing agility and agile creativity is mediated through operational adjustment capacity. To the best of the researcher’s knowledge, this is one of the first studies that attempted to quantitatively investigate these relationships.
Adaptive and Ambidextrous Differentiation: The Role of Digital Transformation and Strategic Orientations on UAE Enterprises Sustainability
(The British University in Dubai (BUiD), 2024-10) AL JABRI, MADHAD ALI SAID; Dr Lahrech, Abdelmounaim
Previous research has highlighted the importance of firms building up their resources continuously to gain competitive advantage and remain viable in the fast changing and dynamic market. This is achieved by resources renewal enabling unique innovative products offerings and operational excellence resulting from all kind of strategic capabilities. However, firms’ ability to maximise opportunities realisation and balance their exploration and exploitations varies due to various contextual and organisational challenges such as digital maturity and strategic orientations which plays a crucial role in the evolving digital ecosystem. To improve our understanding on how firms can achieve sustainable competitive advantage and what strategies (outside-in or inside-out) need to be followed while uncovering whether strategy should be static, dynamic, adaptive or ambidextrous, this empirical research study examines how adaptive marketing capability influence firm's long-term survival and sustainability in the marketplace. This investigation is done considering the joint effect of market ambidexterity mediation and the moderation of both strategic orientations and digital transformation. This assessment is made using a deductive, quantitative method as the researcher philosophy is more positivism where a survey is a technique adopted and a Likert questionnaire is designed to collect data from ICT, IT and Telecom digital services enterprises in the UAE context where digital transformation is given a focus during and post the COVID-19 Pandemic and EXPO2020 event. Previous published literature was used to adopt validated scale where 224 responses were tested using IBM-SPSS 26.0, Smart PLS 4.0, and IBM- Amos 26.0. Data were analysed using variance based structural equation modelling (SEM) due to the model complexity and sample size as well as the non-uniform distribution of the sample data. The results suggest that adaptive marketing capability is statistically positively related to sustainable competitive advantage through market ambidexterity and the joint effect of digital transformation and strategic orientation is significant as mediation-moderation on this relationship. However, the impact of adaptive marketing capability found in-significant as a direct relationship and on a similar manner while digital transformation is moderating this direct relationship. Also it was found that firms with strategic orientations are more likely to leverage the ambidexterity capability leading to sustainable competitive advantage. This study contributes to literature on providing more insights on how marketing and strategic management interact to provide long-term competitive advantages in extremely volatile digital environment with global open ecosystem. It also enlightens the market ambidexterity body of knowledge during digital transformation and strategic orientations cultural shift programs. It also provides better understanding on the intersect between Resource Advantage theory, dynamic capability theory, organisational ambidexterity and adaptive marketing capability views. In addition, it proposes a converged (strategic and marketing management convergence in digital era) theoretical framework for future research. It offers executives practical insights on how to utilize the digital transformation and ambidexterity programs for building strategic ambidextrous capabilities that balancing the tensions between the exploration and exploitation activities and developing strategic orientations that is risk taking and with a culture of positive engagement to enable higher organisational success. Keywords: Adaptive Marketing Capability, Sustainable Competitive Advantage, Market Ambidexterity, Strategic Orientations, Digital Transformation, Dynamic Capability Theory, R-A Theory
The Impact of Big Data Analytics Capability and Organisational Resilience on Firm Competitive Performance: An Empirical Study in the UAE
(The British University in Dubai (BUiD), 2024-05) BETTAYEB, AMEL; Professor Abubakr Suliman
This study aims to investigate the linkage between big data analytics capability (BDAC), organisational resilience and firm competitive performance (FCP). Drawing on the resource-based view and the dynamic capability, this research posits that BDAC, conceptualised as a resource capability, plays as an antecedent and a crucial enabler boosting the resilience capabilities of firms, both strategically and operationally. Simultaneously, it seeks to explore the dynamic nature of strategic and operational dimensions of organisational resilience as crucial mediating mechanisms, translating insights derived from BDAC to attain a competitive performance within disruptive business environment. This study employs a quantitative approach, utilizing Partial Least Squares Structural Equation Modeling to analyze the perceptions and practices of top management in a diverse range of industrial firms in the United Arab Emirates (UAE). The sample comprises 229 responses from firms of different sizes and sectors. The findings demonstrate that a strong BDAC has a positive direct and indirect impact on the FCP. For the indirect path, this study contributes to a comprehensive understanding of the role of strategic resilience and operational resilience as mediating mechanisms, confirming their positive serial mediation effect, thus revealing novel linear pathways between BDAC and FCP. In the other hand, the findings unveil new relationships concerning organisational resilience components, antecedents, and outcomes. They indicate a positive and significant relationship between strategic and operational resilience. Moreover, the findings show that BDAC has a positive and significant effect on strategic resilience, while its effect on operational resilience is fully mediated by strategic resilience. Finally, both strategic and operational resilience exert a significant and positive effect on the FCP. This study makes a significant theoretical contribution indicating that researchers should reconsider the immediate consequences of big data investments and instead concentrate on the ways in which BDAC can be utilised to facilitate and bolster organisational capabilities. On the other hand, it contributes to the dynamic capability theory by unveiling the components of a dynamic resilience capability, their antecedents, and outcomes. The framework for organisational resilience presents a notable implication to the field of practice in UAE or elsewhere. This framework serves to underscore the paramount significance of resilience capabilities, encompassing both strategic and operational dimensions.
Voluntary Adoption of Integrated Reporting in an Emerging Market: The Case of UAE
(The British University in Dubai (BUiD), 2024-09) KURDY, DANIA MAHMOUD; Professor Hussam Al Malkawi
Study Aim The increasing complexity and uncertainty in corporate environments necessitate enhanced transparency, particularly for investors seeking insights into value creation. This study aimed to explore the factors influencing the voluntary adoption and disclosure of Integrated Reporting (IR) among non-financial companies in the UAE, where IR remains a voluntary practice. Method To achieve this, the research employed a content analysis of integrated reports from 89 non-financial companies listed on the Dubai Financial Market (DFM) and Abu Dhabi Securities Exchange (ADX), utilizing 43 criteria from the IR framework. The study assessed firm-level factors such as profitability, leverage, size, age, and industry, alongside board-level factors including independence, gender diversity, and size. The analysis identified three clusters of disclosure quality—strong, medium, and weak—facilitated by the development of an IR disclosure index tailored to the UAE context. Results The findings indicated that profitability, firm size, and board size significantly influenced IR disclosure quality, with profitability being a consistent determinant across all clusters. Age and gender diversity also impacted disclosure quality but varied in effect across different clusters. These results provide valuable insights for regulators aiming to improve IR practices and for companies seeking alignment with global standards. While this study contributes to the literature on IR adoption in the UAE, its generalizability is limited by sample size and timeframe.
Building Competence and Retention Through Employee Well-being and Lifelong Learning: Insights from the United Arab Emirates Real Estate Sector
(The British University in Dubai (BUiD), 2024-09) ALNAQBI, FATIMA; Professor Bader Obeidat
Despite the economic significance of the United Arab Emirates’ (UAE’s) real estate sector, empirical research is sparse on how various aspects of employee well-being—such as work-life balance, job wellness, purpose in life, and physical wellness—affect lifelong learning, and subsequently, professional competence and retention. Therefore, there is a crucial gap in understanding the relationship between employee well-being and professional outcomes. This research bridges this gap by investigating the relationship and examining the moderating role of grit at work. Utilizing a quantitative methodology, the study collected data from 510 professionals via a structured questionnaire and analyzed them using structural equation modeling. Accordingly, employee well-being has a significant impact on lifelong learning, which in turn enhances professional competence and retention. Additionally, grit at work amplifies the positive effects of lifelong learning on professional outcomes, adding a new dimension to existing theories on employee development. This study contributes to the literature by empirically demonstrating the mediating role of lifelong learning and introducing the moderating effect of grit, thereby providing new insights into the factors that drive employee competence and retention. The practical implications highlight the importance of organizations prioritizing well-being initiatives and lifelong learning to promote professional development and reduce turnover. Therefore, this research not only addresses a significant knowledge gap but also offers actionable recommendations for improving employee outcomes in the UAE’s real estate sector.
Learning Organisation and Readiness for Change in Higher Education Institutions: The Intervening Role of Organizational and Individual Resilience
(The British University in Dubai (BUiD), 2024-01) AL-QUQA, ENASS K. I.; Dr Mohamed Yacine Haddoud
Higher education institutions today face an increasingly complex and rapidly changing environment. To adapt and respond effectively, they must develop themselves as learning organizations that foster readiness for change. Developing resilience is critical at both levels the individual and organizational to this process, as it empowers higher education institutions to navigate through challenges effectively. However, research on the interrelationships between these constructs in higher education institutions is limited. Understanding these potential links is crucial for higher education institutions seeking to enhance their change readiness capabilities. Against this background, this thesis examines the mediating role of individual and organizational resilience on the relationship between learning organization and readiness for change in higher education institutions in the United Arab Emirates (UAE). A learning organization is an organization that encourages and facilitates continuous learning and development among its members to adapt and thrive in a rapidly changing environment. Its conceptual framework, rooted in the literature review, employs a model elucidating the interplay between a learning organization and organizational readiness, mediated by individual and organizational resilience. It relies on learning organization theory, readiness for change theory, and resilience theory to elucidate this process. The model is tested with a sample of 404 respondents collected from four higher education institutions in the UAE. Here, a quantitative approach using partial least squares structural equation modeling (WarpPLS-8.0 version) is employed. The results indicate that individual and organizational resilience mediate the positive relationship between learning organization and readiness for change. Specifically, learning organization has a strong positive effect on individual and organizational resilience, and both types of resilience positively affect readiness for change. However, the data indicates that, compared to organizational resilience, individual resilience has a stronger mediating impact on individual readiness for change. On the other hand, the results indicate that organizational resilience has a stronger mediating impact on organizational readiness for change. Moreover, the findings confirm that resilience at the individual and organizational levels is crucial for translating learning organization practices into improved readiness for change within higher education institutions. As learning organizations, UAE universities can enhance change readiness by deliberately building resilience capacities in their workforces. The thesis contributes to the literature by investigating the three key concepts and applying the model specifically in UAE higher education institutions. The findings have practical implications for UAE universities seeking to enhance their adaptability and responsiveness to change. As learning organizations, they can build resilience capacities among faculty and staff to strengthen organizational change readiness. Fostering individual resilience is critical, as this study shows it plays a more significant role in mediating the link between learning organization practices and readiness for change.
Muslim Consumers’ Food Safety Behaviour and Religious Commitment: An Empirical Study in the UAE Context
(The British University in Dubai (BUiD), 2023-12) AL BAYARI, JEHAD RAFFEQ; Professor Abubakr Suliman
As the final stage of the food chain, consumers’ food safety behaviour plays a major role in national food safety management systems. The knowledge, attitudes and practices (KAP) model, and application of traditional interventions have not ensured effective consumer food safety behaviour. Consumer behaviour is complex but is essential in managing national food safety systems; therefore, it is important to consider other factors that are important in the local cultural context, such as religious commitment. However, the impact of religious commitment on consumer food safety behaviour has not been investigated. In the United Arab Emirates (UAE), combining the effect of collectivism (e.g., subjective norms), religious commitment and consumer awareness with the KAP model may help to explain Muslim consumers’ food safety behaviour. This study examined the roles of consumer awareness and religious commitment in the relationships between food safety knowledge, attitudes, subjective norms and Muslim consumers’ food safety behaviour in the UAE. In addition, factors that impacted consumer food safety behaviour, particularly those influencing the relationships between food safety knowledge and attitudes and consumer food safety behaviour were explored. This thesis adopted a positivist philosophy and used a deductive, cross-sectional approach guided by the theory of planned behaviour and attachment theory to investigate the impact of the studied factors on consumer behaviour. A conceptual model was developed that incorporated 20 hypotheses. Quantitative data were collected from 1089 Muslim consumers in the UAE using a self-administered questionnaire. The collected data were analysed using the PLS-SEM software package. Empirical evidence from this research indicated that consumer awareness and religious commitment acted as a multiple mediator in the relationships between food safety knowledge, food safety attitudes, subjective norms and consumer food safety behaviour. Religious commitment also affected Muslim consumers’ food safety behaviour. This study demonstrated that an important factor influencing Muslim consumers’ food safety behaviour was Sharia and its teachings, as religious commitment emerged as a new construct related to food safety behaviour. This research contributed to building understanding of managing food safety in Muslim societies by offering new and deep insights of Muslim consumers’ behaviour, including subjective norms and religious commitment, which are highly relevant in Muslim society. The conceptual model developed in this thesis built on and improved existing models of food safety management by introducing attachment theory to currently used behavioural theories. The model may also inform a new and innovative guideline that considers religious commitment and behaviour-based food safety awareness. Regulatory and food safety authorities and other stakeholders can benefit from this model as it may assist in establishing a positive food safety culture, thereby promoting good food safety behaviours and reducing the incidence of foodborne illnesses. This research succeeded in explaining Muslim consumers’ food safety behaviour and concluded that Muslim consumers with greater religious commitment were more likely to demonstrate good food safety behaviour.
The Influence of Chatbots on Customer Satisfaction in the Banking Sector
(The British University in Dubai (BUiD), 2024-03) Qureshi, Omer Aftab; Professor Stephen Wilkins
Technology has overtaken the world through artificial intelligence (AI) in this digital era. UAE has been one of pioneers to implement AI-enabled chatbots in its banking sector. The purpose of this thesis was to investigate the influence of chatbots’ service quality on customer satisfaction in UAE’s banking sector. Technology Acceptance Model 2 (TAM 2) was used to better understand the topic under investigation. The thesis used qualitative research, employing stratified purposeful sampling and expert interviews with bank customers. The sample size for this thesis was determined to be 25, sufficient to achieve data saturation. Overall, a total of eleven major themes and sixteen sub-themes emerged from the gathered data, resulting in seven aggregate dimensions. The thesis developed a conceptual framework identifying factors causing customer satisfaction over time, with experience, and increased exposure when they interacted with chatbots. It contributed to the progression of TAM 2 with new determinants of its existing variables emerging as a result of this thesis; chatbot service quality, customer satisfaction, responses and intentions, chatbots replacing humans, implementing right infrastructure, emotional connection and safety, trust and privacy of interaction. Results highlighted that chatbots have an influence on customer satisfaction in the banking sector of UAE. Banks must devise new strategies to satisfy customers by providing them easy to use services, improving chatbot service quality. Developing emotional bonds with chatbots can cultivate deeper connections with customers, improving trust, loyalty and favourable experiences. Embedding chatbots with emotional intelligence can enrich customer engagement, adding value to the banking services offered.
Big Data Governance and Innovation Performance: The Mediating Role of Big Data Analytics Capabilities, and Organisational Agility
(The British University in Dubai (BUiD), 2024-02) AL KAMZARI, MARYAM ALI; Dr Farzana Asad Mir
Big data governance has become a top consideration in Information Technology and business management due to exponential data growth and its various applications. However, despite the efforts of researchers and practitioners to examine its value, it is still unclear whether and how it drives firm’s innovation performance. To fill this gap, this study draws on the resource-based view, the dynamic capabilities view, and recent literature on big data governance and big data analytics capabilities (BDACs) to examine the relationship between big data governance and innovation performance, while focusing on the mediating roles of BDACs and organisational agility in this relationship. To test the hypotheses presented in the study’s conceptual framework, a partial least squares- structural equation modelling approach was used and the questionnaire responses from 152 enterprises from various industries in the Gulf Cooperation Council (GCC) countries were analysed. The study’s main findings are that BDACs fully mediate the big data governance relationships with innovation performance and organisational agility. Evidence of significant serial mediation by BDACs and organisational agility between big data governance and innovation performance was also found. The study highlights the importance of BDACs and organisational agility in enacting the relationship between big data governance and innovation performance. For GCC firms, the ability of management to develop and deploy an appropriate combination of essential resources depends on their resources and capabilities (big data governance, BDACs, and organisational agility), leading towards the improvement of firm innovation performance.
Impact of Disruptive Innovation on Business Performance: Mediating Role of Crisis Management and Resilience
(The British University in Dubai (BUiD), 2024-02) ALYASI, BADR; Professor Bader Obeidat
With the advent of disruptive innovations, traditional business models in the commercial banking sector of the United Arab Emirates (UAE) are encountering substantial uncertainties. These uncertainties resemble internal business crises, necessitating effective crisis management strategies and the enhancement of organisational resilience. However, the existing literature lacks a thorough examination of the intricate relationship between disruptive innovation, crisis management and organisational resilience, particularly within the banking sector. This study aims to fill the existing void in the literature. This study is based on a positivistic philosophy and employs a deductive, quantitative approach. A meticulously designed seven-point Likert scale survey was distributed to employees of commercial banks throughout the UAE. The data yielded significant findings through the utilisation of sophisticated analytical tools, such as IBM SPSS, Version 21, and SmartPLS 3.0. Based on the results, one significant finding of this study is the strong positive relationship between disruptive innovation and business performance. This highlights the transformative potential of disruptive innovations in enhancing competitive advantage and supporting long-term growth. Additionally, the research emphasises the crucial roles of organisational resilience and crisis management in navigating challenges and capitalising on opportunities presented by disruptive innovations. Importantly, a synergistic relationship was observed between organisational resilience and crisis management, highlighting the significance of resilient organisations in effectively mitigating and managing crises. This study makes significant contributions to the existing literature in three ways. Firstly, it contextualises the interplay between disruptive innovations, crisis management and organisational resilience within the UAE banking sector, an area that has been largely overlooked. Secondly, it enhances the understanding of the multifaceted impact of disruptive innovation on business performance, particularly within the banking industry. Finally, the study emphasises the importance of organisational resilience and crisis management in successfully navigating the challenging landscape of disruptive innovations. In conclusion, this thesis comprehensively examines the complex relationship between disruptive innovation, organisational resilience, and crisis management within the UAE banking sector. The insights gained highlight the importance of banking institutions strategically positioning themselves so as to withstand the challenges posed by disruptions and to leverage them as catalysts for growth and innovation.
Factors Determining SMEs Intention to Access Alternative Financing in Emerging Markets: Evidence from the UAE
(The British University in Dubai (BUiD), 2023-11) SHAH, SHAZIA; Professor Husam Aldin Al-Malkawi
Small and Medium Enterprises (SMEs) play a crucial role in driving economic growth, fostering innovation, and creating employment opportunities in the UAE. Despite their significance, SMEs often face a persistent challenge namely the funding gap. The realm of alternative finance presents a valuable opportunity for SMEs in the UAE to address their funding gaps. However, there seems to be a gap in SMEs' understanding of the viability of alternative finance mechanisms and their willingness to explore such funding sources. The primary objective of this study is to investigate the factors that may shape SMEs' inclination to adopt alternative finance in emerging markets, with a particular emphasis on the UAE market. Previous research has primarily focused on SMEs' access to bank finance, leaving alternativefinance underexplored, particularly in the context of the UAE. This study addresses this research gap by providing empirical evidence, proper measurement, and conclusive findings. This study provides a comprehensive analysis of the factors influencing SMEs' intention to access alternative finance in the UAE such as level of complexity in using alternative finance mechanisms, SME owner/manager perceived trust and risk towards alternative finance, credit terms of alternative finance sources, visibility of alternative finance in the UAE, social/peer influence on SME, innovativeness, and financial literacy of SME owner/ manager. This study examines variety of factors simultaneously to assess SMEs intention to access non-bank financing and to the best of the researcher’s knowledge, no systematic study in the UAE is conducted to test such robust relationship till date. The study employed a convenience sampling and purposive sampling techniques to target 40x0 SMEs from various dominant business sectors in the UAE. A questionnaire was used to collect quantitative data, which was then analyzed using binary logistic regression to bridge the gap between theory and practice and enhance existing theories. A total of 430 samples were gathered over a duration of 6 months for the purpose of data analysis, thereby culminating the research process. The collected sample was larger than the target sample. This study represents one of the earliest investigations in the UAE and the Gulf Co-operation Council (GCC) region to identify strong predictors enabling SMEs willingness to access alternative finance. The study has theoretical as well as practical contribution. The theoretical framework of the research study is based on the technology-organization-environment framework, also known as the TOE framework, that explains technology adoption in organizations and describes how the process of adopting and implementing technological innovations are influenced by the technological context, organizational context, and environmental context (Tornatzky and Fleischer 1990). This study not only tested the TOE framework in the UAE context but extended the framework of the theory by adding individual context testing the relationship between financial literacy of owner/manager of SME and their intention to access alternative finance. The research findings strongly support the significance of innovation, credit terms of alternative finance, visibility of alternative finance, and SME owner/manager financial literacy within the TOE framework in predicting the intention of SME owners/managers to utilize alternative finance. However, complexity, perceived trust, and perceived risk associated with alternative finance have been found to be insignificant as there is no relationship found of these variables with SMEs intention to access alternative financing. The study provides valuable insights for policymakers, regulators, and SME owners/managers on the theoretical and practical benefits of alternative finance for driving the growth and development of SMEs in emerging markets, particularly in the UAE.
Analysing Factors Influencing AI Implementation Effectiveness in the UAE Public Sector
(The British University in Dubai (BUiD), 2023-10) ALAWADHI, JASSIM; Professor Stephen Wilkins
This research examines factors influencing AI implementation effectiveness in the public sector. Governments globally compete to advance public sector services and transform public services to digital to fulfil continuous citizens and business demands to reach the expectation of state-of-the-art services. Thus, governments worldwide are racing to utilise advanced Information and Communication Technologies (ICT). Hence, governments implement Artificial Intelligence systems to develop cutting-edge platforms, serving as a base for the government's journey to AI-based government transformation. Existing literature reveals that organisations' cognitive technology projects fail to meet their successful implementation. Therefore, the AI-deployed system fails to deliver the expected performance and objective outcome. Further, scholars discuss gaps in AI field literature and reveal the absence of public sector articles since most AI articles are technical. Also, there is a literature gap in empirical quantitative theory-based research and research measuring the effectiveness of AI system implementation. Moreover, scholars reveal that nations' AI strategies are inspirational and lack implementation guidance. Consequently, this research aims to fill the gap in the literature by creating a theory-based, quantitative study to examine factors that influence the implementation effectiveness of Artificial Intelligence in the public sector at the organisational level from a technology, organisation, and environment perspective. Based on the extensive literature review, the thesis formulates a theoretical framework that combines the Diffusion of Innovation Theory (DOI), the Institutional Theory (INT), and the Technology – Organisation – Environment Framework (T.O.E) to act as the researcher's lens to view the study world. This study tested hypotheses based on literature and existing theories. Hence, the researcher adopted objectivist worldwide ontology, positivist epistemology, explanatory deductive reasoning, and a quantitative method as study philosophy to examine the relationship between the study factors. The research findings indicate a significant relationship between study factors. However, the results show a lack of significance between technology compatibility, usability, and effectiveness of AI implementation. Further, the study results reveal an insignificant relationship between culture impact and AI implementation effectiveness in the UAE public sector. The research implies that public sector top management is critical to AI system implementation; therefore, public sector top management must have cognitive technology knowledge and understand the Technology – organisation – Environment aspects for implementing AI systems. To effectively implement AI systems, top management should plan strategically to retain organisation data with quality, create a collaborative culture, strategically demonstrate the organisation's competitive advantage, cooperate with human resources to hire AI expertise to lead AI-based projects and adopt an implementation framework.
Factors Impacting Patient Loyalty in the Government Hospitals of Dubai: How can we Reduce Patient Attrition?
(The British University in Dubai (BUiD), 2024-01) NASSIR, ABDULRAHMAN HASSAN; Dr Abdelmounaim Lahrech
Abstract Patient attrition in the government hospitals of Dubai has emerged as a critical concern in recent years, highlighting the need for comprehensive research to address this issue. This quantitative research study aims to unravel the intricate interplay between integrated care, patient safety measures, doctor quality, and patient attrition within the context of government healthcare facilities in Dubai. Patient attrition, often referred to as patient turnover or the loss of patients from a healthcare facility's care continuum, has been a growing challenge faced by government hospitals in Dubai. Factors contributing to patient attrition include patients seeking care outside the government healthcare system, discontinuing treatment prematurely, or experiencing dissatisfaction with the care they receive. Understanding the underlying causes and relationships between various healthcare variables is crucial to mitigate patient attrition and improve the overall quality of care in government hospitals. The research questions encompass a broad spectrum of factors influencing patient attrition and healthcare performance in the unique healthcare landscape of Dubai. The study delves into the extent of integrated care provided to patients, the correlation between patient safety measures and patient attrition, the impact of patients' perceptions of doctor quality on their healthcare-seeking behaviour and the specific aspects of integrated care influencing patient safety. Additionally, it investigates how the integration of patient care affects doctors' performance and development, and how doctor quality impacts the implementation of safety protocols in patient care. To achieve these objectives, this study employs both Statistical Package for Social Sciences and Partial Least Sqaure Method for a comprehensive quantitative analysis tailored to the context of government hospitals in Dubai. The research hypotheses guide the investigation, positing the positive significant effects of integrated care, patient safety, and doctor quality on patient attrition. Furthermore, the research explores the mediating roles of patient safety and doctor quality between integrated care and patient attrition, as well as their combined mediating effect. This research aims to provide valuable insights into optimising healthcare delivery within government hospitals in Dubai by shedding light on the relationships and mechanisms underlying patient attrition, patient safety, doctor quality, and integrated care. The findings will be essential for healthcare administrators, policymakers, and practitioners, offering evidence-based strategies to enhance patient satisfaction, safety, and the overall experience in the government healthcare system of Dubai. Key words: Customer Attrition Patient Attrition Integrated care of patient Patient safety Quality of doctor
Influence of Firm-Actor Integration on Value Co-creation within Base of Pyramid Market Ecosystems
(The British University in Dubai (BUiD), 2023-04) JOHN, RESHMA DAS; Professor Stephen Wilkins
Academic and practitioner interest in the very low-income or Base of Pyramid (BOP) markets has been on the rise for the past two decades, resulting in considerable insights into the challenges and opportunities involved in introducing market-based solutions to alleviate poverty among the poorest of the poor in the world. However, in spite of much scholarly work, several facets of the dynamics of strategy implementation and operationalisation at the BOP firm and consumer levels remain obscure. This study aims to illuminate one of these aspects, namely, the influence of the integration of the firm and the multiple actors on the value that is co-created within viable market ecosystems. Theoretical lenses from the Viable Systems Approach (VSA), Stakeholder Theory and Social Network Analysis are utilised to examine the various aspects of the research problem. A multiple-case-study design has been adopted for exploring the nature of integration and the location of value co-creation leading to a successful market-based ecosystem. An Actor-Classification typology matrix and a Value Co-creation ‘Cloud’ framework are proposed in the conceptual framework and examined during the empirical part of the study. The findings of the study lend initial support for the proposition that increased bonding between the firm-actors and the community-actors can lead to an enhanced value co-creation ‘cloud’ which spreads its benefits over multiple categories of actors in the ecosystem. Besides this, the study also presents a detailed set of factors which appears to strengthen the firm-actor bonds, and explains the process through which these relationships are formed. The study contributes towards an improved understanding of the dynamics that support the development and sustenance of strong and sustainable bonds by the firm with the multiple actor-groups, as well as explains their influence on the value co-generated within the BOP ecosystem.
The Impact of Institutional Support, Cluster Involvement, and Absorptive Capacity on Innovation and Market Performance in Industry Clusters in the UAE
(The British University in Dubai (BUiD), 2023-01) ABDULQADER, AHMED IBRAHIM M.; Professor Stephen Wilkins
While industry clusters can enhance a firm’s resources and improve performance, judging the role such clusters play in developing countries, such as the UAE, without assessing the pertinent institutional factors surrounding these firms and their capabilities provides an imperfect portrayal of such clusters. The existing literature regarding industry clusters often overlooks the role of the cluster facilitators in supporting firms through the institutions they create and the knowledge they enrich for their members and further neglects the concept that firms within clusters are heterogeneous in terms of their capabilities; hence, they do not capitalise on the benefits equally. This research explores the effect of institutional support and cluster involvement on the innovation performance of the firms within industry clusters in the UAE while considering a firm’s absorptive capacity as a mediator. This research relied on the institution-based view (IBV), the resource-based view (RBV), and dynamic capabilities theories to develop the conceptual framework and adopts a quantitative approach. Data was collected from 225 companies within various industry clusters in the UAE and analysed using Structured Equation Modelling (SEM). Unexpected findings revealed that the institutional support and cluster involvement are insufficient to improve innovation performance directly. Industry clusters may improve a firm’s innovation performance through the mediation effect of the absorption capacity of firms which partially mediates the relationship between cluster involvement and innovation performance and fully mediates the same relationship with institutional support. This research is among the first attempts to integrate the IBV, RBV, and dynamic capabilities theories to explain how industry clusters can improve clustered firms’ innovation performance. On a practical note, the findings highlight the importance of cluster involvement and the progressive development of organisational learning systems to exploit the benefits of being located in an industry cluster.
Factors Affecting Internal Audit Effectiveness: Evidence from GCC Region
(The British University in Dubai (BUiD), 2023-05) ABDELRAHIM, AYMAN ABDELLATIF; Professor Husam Al-Malkawi
The role of the internal audit (IA) function in companies has evolved dramatically over the last two decades, and has become increasingly important to support audit committees and senior management. An effective IA provides audit committees and senior management with insights, assurance, and opportunities to improve the company’s internal control, risk management, and governance processes. However, IA effectiveness is influenced by many factors. This study aimed to examine factors that influenced the effectiveness of the IA function in publicly listed companies in the Gulf Cooperation Council (GCC) countries and examine the moderating effect of senior management support. Specifically, the factors that examined in this study were IA independence, IA size, IA staff competence, the relationship between IA and the audit committee, adopting a risk-based audit by IA, adopting a quality assurance and improvement program by IA, the role of IA in leading combined assurance implementation, cooperation between IA and external auditor, and senior management support. Existing literature emphasizes the need for research to examine factors that influence the effectiveness of the IA function, especially as few studies have been conducted on this topic. To the best of the researcher’s knowledge, this is the first empirical academic study in this area that covered all the GCC countries. This study contributes to the IA literature in different ways. First, by testing the relationship between the role of IA in leading combined assurance implementation and IA effectiveness. Second, by examining the moderating role of senior management support in the relationships between the aforesaid factors and IA effectiveness. Third, by testing new relationships, to the researcher’s knowledge, this is the first study that examines the relationship between IA role in leading combined assurance implementation and IA effectiveness, also this is the first study that examines the moderating role of senior management support between the relationship of IA effectiveness and the following factors: IA size; IA relationship with audit committee; adopting risk-based audit by IA; adopting a quality assurance and improvement program by IA; IA role in leading combined assurance implementation. In addition, this study expands the application of agency theory and institutional theory, also expands the literature and provides new insights into the factors that affect IA effectiveness and the moderating role of senior management support. This study employed a quantitative deductive approach. Data were collected by using a web-based questionnaire that was completed by 207 chief audit executives working in the GCC publicly listed companies. The results revealed that IA independence, IA size, IA staff competence, adopting a quality assurance and improvement program by IA, and the role of IA in leading combined assurance implementation were factors that positively and significantly affected IA effectiveness. Whereas, the relationship between IA and the audit committee, adopting a risk-based audit by IA, cooperation between IA and external auditor, and senior management support were factors that did not significantly affect IA effectiveness. Moreover, the results showed that senior management support, as a moderator between the examined factors and IA effectiveness, strengthened the relationships between IA effectiveness and IA independence, IA staff competence, and adopting a risk-based audit by IA. However, the results showed that senior management support as a moderator dampened the relationships between IA effectiveness and the relationship between IA and the audit committee, adopting a quality assurance and improvement program by IA, and the role of IA in leading combined assurance implementation. In addition, the findings suggested that senior management support did not play a moderating role in the relationships between IA effectiveness and IA size and cooperation between IA and external auditor. Furthermore, this study drew on the agency and institutional theories, and contributed to the internal auditing knowledge by applying these two different theories to identify factors that affect IA effectiveness and determine the importance of these factors in shaping IA effectiveness. Moreover, this study applies agency theory to explain the relationship between senior management and IA and explain the moderating role of senior management in reducing information asymmetry between senior management and the board through the support provided by senior management to IA function and interactions with factors that influenced IA effectiveness. In addition, this study contributes to institutional theory by emphasizing the isomorphic behavior of IA functions in companies and considering a broad set of factors and their influence on IA effectiveness. Finally, this study offered several policy implications for IA practitioners, audit committees, senior management, and external auditor, also offer policy implications for policy-makers, and regulators in the GCC countries that may help them to enhance corporate governance legislations.
Exploring the Impacts of Artificial Intelligence (AI) Technology Implementation at the Individual and Team Levels_
(The British University in Dubai (BUiD), 2023-05) AL ALI, AISHA Jr
The public sector is under increasing pressure to deliver efficient services, attain high levels of customer satisfaction, and meeting the pressing societal needs. Consequently, there is need for the implementation of technology to ensure efficiency within the public sector organizations. Artificial intelligence (AI) has emerged as one of the useful technologies available for organizations to enhance efficiency and deliver quality and satisfactory services to customers. The purpose of this dissertation was to carry out an assessment of AI technology implementation in the operational workplace processes and its impact at the individual and team level. The study is qualitative and involved in depth exploration of AI technology implementation in two governmental entities, referred to as Organization X and Organization Z. Data was collected through semi-structured interviews with 15 participants from Organization X and 16 from Organization Z. The participants were involved in AI technology implementation within their operational workplace processes and were highly informative about the impact of AI implementation at the individual and team levels. The textual data collected through the interviews was thematically analyzed using traditional thematic analysis. The findings underlined the impact of AI in enhancing employee autonomy through independent decision-making. AI also enhances competence through learning how to apply complex technologies in delivering services to citizen. In addition, AI enhance employee relatedness through increased connectedness emanating from data sharing across departments. AI implementation also leads to increased team integration through cooperative working. Finally, AI implementation advances creativity and innovativeness through the discovery of new ideas to improve the organization by employees. The study specifically contributes to the research question, the SDT theory, team effectiveness theory, and AI technology research. The first contribution of the research is that it enhanced the comprehension of how the autonomy of employees in the use of AI could be manipulated to achieve greater levels of innovation through AI. Second, the study contributed to the understanding of how both the SDT theory and the team effectiveness theories could be used in the implementation of AI at the individual and team level by emphasizing how employees could complement each other’s skills, collaborate, and solve problems while using high technological capacities such as AI. Keywords: AI, autonomy, competence, team integration, creativity, Dubai, relatedness
The Impact of Dynamic Managerial Capabilities on Response Strategies to Disruptive Innovation: The Mediating Role of Unlearning and Moderating Role of Managerial Discretion
(The British University in Dubai, 2023-05) MADI-ODEH, RANA B. S.
This thesis utilizes the upper echelon theory, and dynamic capability view of the firm, to address the impact of dynamic managerial capabilities (i.e., managerial human capital, managerial social capital, and managerial cognition) on response strategies to disruptive innovation (i.e., adaptive, and defiant resistant response strategies) in established professional service firms operating in the Emirate of Dubai. Additionally, it tested the impact of individual and organizational unlearning as serial mediators, and managerial discretion as a moderator, on the above-mentioned relation. Adopting a philosophy inclined to positivism, this deductive and quantitative investigation followed a survey strategy, and employed questionnaire as a data collection tool. The questionnaire was established based on adopted measures from previous literature, pre-tested and piloted, before final data collection commenced to its total count of (491) responses. Utilizing (IBM-SPSS 26.0) and (IBM- Amos 23.0), data were analyzed through covariance-based structural equation modelling technique (SEM). The findings of this investigation revealed interesting, and somehow unexpected insights. Contrary to the expectations, managerial human capital indicators (i.e., experience, education, and training) failed to predict for any of the identified response strategies. However, managerial social capital indicators (i.e., social capital from relations with government and community leaders, and social capital from relations with top managers at other business firms) had contrasting results. While the first indicator was expected to predict adaptive response strategies, it did not. Rather, it predicted for defiant resistant strategy. The second indicator successfully predicted the adaptive response strategy, as hypothesized. Finally, managerial cognition indicators (opportunity, and threat cognitive perceptions) played their hypothesized role in relation to response strategies, where opportunity cognitive perception predicted adaptive strategy adoption, and threat cognitive perception predicted the defiant resistant. Unlearning (individual and organizational) significantly and serially mediated the significant identified relations. Managerial discretion was not moderating it. This study contributes in many ways to theory and practice. Theoretically, new insights have been retrieved on the applicability of the upper echelon theory in the research context. A contribution is made in terms of partially unpacking the relational black box of the theory. The study also provided interesting insights on the somehow taken for granted significance of the dynamic managerial capabilities (i.e., managerial human capital, and managerial social capital) and the role they play in responding to disruptive innovation. It also contributed to the enrichment of the literature on upper echelon theory, dynamic managerial capabilities, and disruptive innovation, by providing an empirical and quantitative evidence which the literature lacks, as it highlighted the role of endogenous factors (i.e., dynamic managerial capabilities) in predicting strategic behaviour of established firms (i.e., response strategies to disruptive innovation). It has also emphasized that established firms do respond to disruptive innovation, contrary to the common argument of established firms’ lack of response. Practically, this study provides important empirically supported insights for managers and practitioners regarding the impact of dynamic managerial capabilities on response strategies to disruptive innovation adopted by established firms. In addition to those responsible for developing and selecting executives in organizations, it provides empirical evidence on which capability might affect adaptive response strategies the most. The findings of this study are of significance to policy makers too, who might need to re-look into their requirements if creative economy and innovation are being pursued.
Developing a Framework for Guiding Blockchain Implementation in UAE Public Sector Based on Structuration and Actor Network Theories: A Qualitative Case Study Examination
(The British University in Dubai (BUiD), 2023-02) ALROB, ALLAM MOHAMMAD
Blockchain is recognised as a radical technological innovation that will influence most sectors in the coming years as it is designed to exchange tangible and intangible assets in a secure distributed ledger. Focusing on the public sector, this study aimed to explore how the public sector can incorporate Blockchain to improve the quality of public sector services while considering the organisational and institutional structure. The research outcome is developing a framework to guide decentralised public sector e-services delivery. The study adopted subjectivist and interpretive philosophical stances and is based on two in-depth case studies of Blockchain implementation in two public sector entities in Dubai, United Arab Emirates. Data was collected through 38 semi-structured interviews in the two public sector entities. The data was gathered with relevance to implementing Distributed Ledgers Technology (Blockchain) applications. The study relied on seven conceptual propositions informed by two supporting theoretical frameworks: Actor-Network Theory (ANT) combined with Structuration Theory (ST), which allows researchers to achieve a better understanding of the socio-technical factors and aspects that are associated with and have an impact on the adoption process for Blockchain in public sector organizations.. The analysis of captured data in the two case studies was conducted using NVivo software and was underpinned by the seven conceptual propositions. The study’s findings make several contributions to the Information Technology Management field of study. This study has a theoretical contribution that is founded on the examination of how to combine Structuration and Actor-Network Theories in analysing the adoption of new technology. The study integrated both theories to develop a framework to guide decentralised public sector e-services delivery and help decision-makers in the public sector to appropriately determining how Blockchain implementation could be achieved in both sustainable and scalable manners. A practical contribution is found in increasing our understanding of how and why the public sector can adopt Blockchain to change the service delivery approach.

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