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Abstract

This thesis explores the management of volunteers in public children's hospitals through the lenses of psychological contract and emotional labour theories. Focusing on the emotionally charged context of children's hospitals, where volunteers play a crucial role in providing emotional support and administrative assistance, this study addresses a significant gap in understanding the expectations and experiences of volunteers in this sector. The phenomenon under investigation is the psychological and emotional dynamics that shape volunteer engagement and satisfaction, particularly in environments that demand high emotional labour.

Existing literature highlights the challenges faced by volunteers in public sector hospitals, such as unmet expectations, emotional exhaustion, and conflicts with paid staff. Psychological contract theory, which examines the unspoken agreements between volunteers and hospitals, and emotional labour theory, which looks at the emotional demands placed on volunteers, provide the theoretical foundation for this research. These theories are applied to develop a comprehensive conceptual framework aimed at improving volunteer management in public children's hospitals.

The study employs a qualitative grounded theory approach, conducting cross-national research in Greece and the UK to capture diverse cultural and operational perspectives. By examining the experiences and expectations of volunteers, staff, and managers, the research identifies key factors that influence volunteer satisfaction and retention. This cross-cultural analysis contributes to the understanding of both universal and context-specific challenges in volunteer management.

The primary contribution of this thesis lies in bridging the gap between theoretical knowledge and practical application in volunteer management. By integrating psychological contract theory and emotional labour theory, the study offers actionable insights and strategies for hospital administrators to enhance volunteer engagement and well-being. The findings underscore the importance of aligning volunteer expectations with organisational practices and providing adequate emotional support to sustain a committed volunteer workforce. This research not only enriches the academic discourse on volunteer management in public hospitals but also offers practical recommendations to improve the overall quality of care provided to young patients in children's hospitals.

Publication Type:	Thesis (Doctoral)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Departments:	Bayes Business School > Bayes Business School Doctoral Theses Bayes Business School > Management Doctoral Theses

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