Reorganizing shopping centre specialty leasing operations
Salo, Taika (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020052915243
https://urn.fi/URN:NBN:fi:amk-2020052915243
Tiivistelmä
Shopping centre industry is facing constant demand for change, caused by consumer buying behaviour and retailer activity. Developing the specialty leasing business of the commissioner is a part of the strategy for responding to the changing market conditions as both consumers and retail tenants are adopting new ways of interacting with shopping centres.
The objective of the thesis was to study alternatives and consequences of reorganizing specialty leasing operations and to design a model for the coordination of these activities at shopping centres owned by the commissioner. The aim of the thesis was to discover the features essential for the reorganization of activities and to design a coordinated business model in order to develop the overall service experience and to fulfil the business potential laying within the specialty leasing sector.
As a research method, a set of qualitative research tools for reaching in-depth information of the state of specialty leasing operations were used to reveal the need for development. Data from the commissioner’s business records and through expert interviews and group interviews of the shopping centre management team employed by the commissioner as well as shopping centre leasing experts working outside the commissioning organization was collected. Service design method as for structuring the group interviews was applied. The group interviews were held in the form of service design workshops.
The study analysed in detail the elements of the specialty leasing operations to which the development actions are targeted. It revealed the crucial questions and alternative solutions to be considered in order to reach business growth and service improvement. The development measures suggested to the commissioner on the basis of the conclusions are divided into two phases. After initial suggestions for reorganization, measures of phase two provide an additional phase during which coordination model is set to meet the targets of business growth and service improvements through the establishment of a supportive online specialty leasing platform. As such, phase two will be the final test of the degree the thesis has succeeded in discovering the core areas of development of the specialty leasing service and contributed to achieving its business growth potential.
The objective of the thesis was to study alternatives and consequences of reorganizing specialty leasing operations and to design a model for the coordination of these activities at shopping centres owned by the commissioner. The aim of the thesis was to discover the features essential for the reorganization of activities and to design a coordinated business model in order to develop the overall service experience and to fulfil the business potential laying within the specialty leasing sector.
As a research method, a set of qualitative research tools for reaching in-depth information of the state of specialty leasing operations were used to reveal the need for development. Data from the commissioner’s business records and through expert interviews and group interviews of the shopping centre management team employed by the commissioner as well as shopping centre leasing experts working outside the commissioning organization was collected. Service design method as for structuring the group interviews was applied. The group interviews were held in the form of service design workshops.
The study analysed in detail the elements of the specialty leasing operations to which the development actions are targeted. It revealed the crucial questions and alternative solutions to be considered in order to reach business growth and service improvement. The development measures suggested to the commissioner on the basis of the conclusions are divided into two phases. After initial suggestions for reorganization, measures of phase two provide an additional phase during which coordination model is set to meet the targets of business growth and service improvements through the establishment of a supportive online specialty leasing platform. As such, phase two will be the final test of the degree the thesis has succeeded in discovering the core areas of development of the specialty leasing service and contributed to achieving its business growth potential.