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The completion of this research degree would not be possible without the support from many individuals and organisations. I would like to acknowledge the enormous support and guidance offered to me by my supervisor, Professor Anona Armstrong. Professor Armstrong was a constant source of encouragement, inspiration, prompting and, where needed, downright hassling. As a mentor and coach, she was invaluable throughout the entire process, from proposal to completion. Words cannot fully convey my sincere appreciation. My sincere thanks also go to the business owners and managers who so willingly participated in the study, and provided invaluable opinion and insight based on their real life experiences.