The Beat of the Mall
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The Central Thesis of Change 9
The Dialectic of Change: Communication 11
The Dialectic of Change: Entertainment 13
The Dialectic of Change: Family 16
The Dialectic of Change: Consumption Orientation 18
The Best Starting Point For An Emergent Strategy 19
Applying the Caveman Principle 21
The Productivity Preference 24
Attributes of Malls that drive Patronage 32
Consequences of Attributional Factors 33
Patronage Values - The Real Drivers 34
The Missing Ingredient: Significative Value of Shopping Centres 35
Applying the Patronage Value Framework 39
Is That Tumbleweed Rolling Through The Mall? 41
If Not Tumbleweed, What Then? 41
Why Will Malls Be Around For Another Hundred Years? 42
Malls Will Be Around But They Will Be Different 43
But Going Digital Is Not The Answer 44
6_THE ANTITHETICAL FLIP (OR FAIL) 53
Running out of highway is inevitable 57
Retail Disruption is Shopping Centre Disruption 57
Business Model Disruption in Real Estate 60
Case Study: AirBnB vs. Hotels 61
Zig-Zag: The Dialectical Meta-Pattern 63
It Is Inevitable 1: Societal Attitudes 69
It Is Inevitable 2: Enforceability 72
Scalability and the Amplified Aggregation Advantage 84
8_SHIFT IN WHAT CUSTOMERS WANT 86
What Is The Nature Of Experience? 87
Experience Must Be Positive 87
Experience Is Primarily Emotional 87
Experience Must Have Intrinsic Value 88
Step 1: Removing Experiential Inhibitors 90
Step 2: Identify Customer Segments Or Purchase Scenarios 90
Step 3: Creating Experiential Outcomes 91
Implement the Delivery of the Experience 92
9_RETAIL - THE MALL PRODUCT 94
Influence The Quality Of The Experience 94
Total Patronage Experience Via The Retail Mix 95
Dealing with the price issue 99
10_SHIFT IN NATURE OF RELATIONSHIP 104
Features of the New Relationship 104