Please use this identifier to cite or link to this item: https://scholarbank.nus.edu.sg/handle/10635/236139
Title: ENSURING MALL RESILIENCE AND SUSTAINABILITY DURING COVID-19 THROUGH FACILITY MANAGEMENT AND PLACEMAKING
Authors: CHEN JIE
Issue Date: 2022
Citation: CHEN JIE (2022). ENSURING MALL RESILIENCE AND SUSTAINABILITY DURING COVID-19 THROUGH FACILITY MANAGEMENT AND PLACEMAKING. ScholarBank@NUS Repository.
Abstract: COVID-19 has exerted unprecedented pressure on the retail sector and induced changes to people’s consumption pattern and behaviour. The impact of the pandemic is evident through the plunge in retail sales which subsequently affected the revenue stream of retail malls. Mall operators faced significant challenges in meeting shoppers’ evolving demand and expectation, and managing operations efficiently to ensure resilience and sustainability during this period. Therefore, this study aims to investigate shoppers ‘expectations towards malls, which will allow facility managers to efficiently allocate resources to address shoppers ‘concern and generate positive shopping experience during COVID-19. The study also attempts to identify management practices beneficial for long term mall resilience. In addition, placemaking is proposed as a revitalisation strategy to guarantee financial performance of malls post COVID-19, and its viability will be determined. A total of four interviews and 130 survey responses were derived to support the investigation of the study. Findings have indicated that Facility Management practices have a strong influence on shoppers ‘attitude towards the mall. To ensure sustainability, mall operators are encouraged to adhere to COVID-19 measures and guidance recommended by the government, adopt innovative contracting to improve operational cost efficiency, build cooperative partnership with tenants, reformulate tenant mix and be involved in placemaking initiatives. With strategies proposed, the study hopes to contribute to sustainable and resilient mall management in the face of unpredictable crises in the future.
URI: https://scholarbank.nus.edu.sg/handle/10635/236139
Appears in Collections:Bachelor's Theses

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