An integrative multifactor systems approach to enhance the operational resilience and sustainability of the UK retail payments’ organisational stakeholders

Bermudez Bermejo, Diego E. 2024. An integrative multifactor systems approach to enhance the operational resilience and sustainability of the UK retail payments’ organisational stakeholders. PhD Thesis, Cardiff University. Item availability restricted.

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Abstract

The retail payment system in the UK and globally serves as the backbone for customer financial transactions, playing a crucial role in the daily operations of every country's economy. Previous research has primarily examined this payment ecosystem through an economic lens, overlooking an in-depth analysis of the organisational factors of stakeholders that enable them to navigate and overcome various disruptions from the perspectives of resilience and sustainability. Strategic reports offer valuable insights into an organisation's key priorities, communicating vital information to customers, industry analysts, regulators, and shareholders/investors. However, these reports are often challenging to interpret due to convoluted text. Adopting a resource-based perspective, we present a novel systems approach to acquiring, categorising, and clustering organisational strategic factors, aiming to comprehend an organisation's priorities. An inductively developed factor dictionary is employed to scrutinise reports, promoting transparency and scalability in identifying and understanding an organisation's resources. In formulating this approach, strategic factors are classified and grouped based on target stakeholders, utilising a PESTEL classification and soft systems Systemigram visualisation and prose. The application of this approach is demonstrated through an analysis of the 2019 10-K reports of the five UK retail payment system stakeholders. The results facilitate the identification of common, shared, and specific areas of focus and improvement, contributing to distinct operational resilience and sustainability attributes. At the retail payment system level, technological and customer-focused factors emerge as the most frequently cited categories, underscoring the optimisation of payment services, digitisation, and personalisation through the exploitation of customer data. However, more attention should be paid to cross-border, societal, and environmental services. Risk management policies, primarily driven by compliance requirements, are emphasised, indicating a potential inefficiency in an overly regulated system. Commented [2]: I have changed the name abstract to summary and revised and proofread the whole section. 8 The research's notable contribution lies in developing a systems approach for identifying and comparing organisations' strategic factors. The use of a dictionary-based approach enhances transparency and reproducibility. This methodology can be extended to compare larger or different samples of stakeholders or previous reporting years, providing insights into temporal effects.

Item Type:	Thesis (PhD)
Date Type:	Completion
Status:	Unpublished
Schools:	Business (Including Economics)
Uncontrolled Keywords:	• strategic capabilities, strategic reports, dictionary-based text analysis, categorisation and clustering
Date of First Compliant Deposit:	26 July 2024
Last Modified:	26 Jul 2024 15:51
URI:	https://orca.cardiff.ac.uk/id/eprint/170149

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