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Methods of Measuring the Added Value of Facility Management for Generating Competitive Advantages

Illustrated by the Example of the German Shopping Center Market

Christian Schlicht(Autor*in)

Tectum Wissenschaftsverlag

1. Auflage

Erschienen am 14. Dezember 2020

268 Seiten

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978-3-8288-7657-6 (ISBN)

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Inhalt

Intro
Preface by Alexander Otto
Preface by Jöri Engel
Preface by Dirk Otto
Preface by Jörg Hossenfelder
Preface by Tanja Zirnstein
Acknowledgment
Abstract
Table of Contents
List of Illustrations
List of Tables
List of Abbreviations and Symbols
1 Introduction
1.1 Problem description and current state of the solved topic
1.1.1 VUCA - Progress is imperative
1.1.2 The German Shopping Center Market
1.1.3 Key stakeholders and trends - the retail market on the move
1.1.4 The VUCA effect on different stakeholder groups
1.1.4.1 Impact for investors
1.1.4.2 Impact for tenants
1.1.4.3 Impact for visitors
1.1.4.4 Impact for operators
1.1.5 Conceptual delimitation of FM
1.1.6 FM as part of the company's value chain
1.1.7 Conceptual delimitation of CREM
1.1.8 Trends in FM
1.1.8.1 Current situation
1.1.8.2 VUCA and FM
1.1.8.3 The development of new real estate concepts
1.1.8.4 Influencing factors
1.1.8.5 Holistic approach and challenges in FM
1.1.8.6 Use cases of digitalization and new technologies
1.2 Hypotheses and research questions
1.3 Goal and work methodology
2 Analysis of the literature
2.1 Introduction
2.2 Definition of the review focus and the goal
2.3 Description of the coverage
2.4 Conceptualization of the topic
2.5 Literature search
2.6 Analysis and synthesis of the literature
2.6.1 Operationalizability
2.6.2 Transferability
2.6.3 Efficiency
2.6.4 Up-to-datedness
2.7 Extraction of essential models and concepts
2.7.1 Balanced Scorecard
2.7.2 Tableau de bord
2.7.3 Value Map
2.7.4 Economic Value Added
2.7.5 ORMM method
2.7.6 Guest Model
2.7.7 Beyond budgeting
2.7.8 Comparison of the models and concepts
2.8 Summary
3 Quantitative research - Online survey
3.1 Introduction
3.2 Theory of planned behavior
3.3 Development of indicators
3.4 Development and formulation of hypotheses
3.5 Pre-test
3.6 Data collection
3.7 Data preparation
3.8 Data evaluation
3.8.1 Descriptive Statistics
3.8.2 Inductive Statistics
3.9 Data interpretation and limitations
4 ECE - Embedded case study
4.1 Introduction of ECE Projektmanagement G.m.b.H. & Co. KG
4.2 Objectives and structure of the case study
4.3 Qualitative research - Expert interviews
4.3.1 Data collection
4.3.2 Data evaluation and interpretation
4.4 Development of the AVIC model
4.5 Summary
5 Quantitative research - Point of sale survey
5.1 Introduction
5.2 The service concept of ECE "At your Service"
5.3 Double touchpoint pilot project
5.3.1 FM is making the customer journey a tangible experience
5.3.2 The innovation partner - UVIS
5.3.3 The innovative product - ESCALITE
5.3.4 The location - Phoenix-Center Hamburg
5.3.5 The measurement of the results - POS survey
5.3.5.1 Research design
5.3.5.2 POS survey
5.3.5.3 Results and interpretation
5.3.6 Summary
6 Conclusion
6.1 Closing the research gap
6.2 Concluding summary
6.3 Outlook and options for further scientific research
6.3.1 Further evaluation of the AVIC model
6.3.1.1 Plan-phase
6.3.1.2 Do-phase
6.3.1.3 Check-phase
6.3.1.4 Act-phase
6.3.1.5 Integration into the corporate strategy
6.3.2 The Ishikawa Model - The theory behind the model
6.3.3 The vision of the Digital Marketplace
6.3.4 Options for potential scientific connectivity
Reference List
Literature
Online sources
Appendices
Appendix A - Mega trends
Appendix B - Template of the online survey
Appendix C - Results of the online survey
Appendix D - Results of the ECE expert interviews - E1-E9
Interview transcript protocol - E1
Interview transcript protocol - E2
Interview transcript protocol - E3
Interview transcript protocol - E4
Interview transcript protocol - E5
Interview transcript protocol - E6
Interview transcript protocol - E7
Interview transcript protocol - E8
Interview transcript protocol - E9
Appendix E - Results of the ECE expert interviews - E10-E12
Interview transcript protocol - E10
Interview transcript protocol - E11
Interview transcript protocol - E12
Appendix F - The Bernhold model
Appendix G - Tableau de bord
Appendix H - Explanation of the AVIC model
Appendix I - Phoenix-Center Harburg
Appendix J - Vision: Digital Marketplace
Appendix K - List of academic activities

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