Christian Schlicht
Gebundenes Buch

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

Illustrated by the Example of the German Shopping Center Market

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The example of a tangible shopping experience clearly demonstrates that a customer journey in terms of operational excellence is closely related to modern Facility Management activities. FM takes over a decisive role when it comes to creating future marketplaces. The Added Value Model is supportive through the identification of actual AVs by integrating various stakeholder perspectives. Insights related to all stakeholders' demands and the subordinate corporate strategy are essential in terms of identifying the individual needs that sustainably influence the customer journey. This study assist...