Evaluating smart facilities management in shopping centers: a participatory KPI method approach

Purpose: This study aims to clarify the transformative impact of digital advancements on shopping center operations and to critically analyze the current operation and performance of these technologies. By integrating these two perspectives, the research seeks to provide a detailed insight into both potential and the real-time efficacy of smart technologies, thereby guiding future investment and development decisions in this sector. Design/methodology/approach: Grounded in the innovation diffusion theory, this study formulates research questions aimed at investigating the operation and performance of smart facilities management (FM) tools from the viewpoint of FM professionals. Employing a participatory approach, the research utilized in-depth interviews to classify smart FM tools into four distinct categories. Additionally, eight focus group discussions were conducted to identify, refine and rank Key Performance Indicators (KPIs) specific to each tool category, ensuring a comprehensive evaluation framework. Findings: Based on expert interviews, four categories of smart FM tools have been developed: user-centric, maintenance, hygiene and safety, and sustainability oriented. Additionally, specific KPIs for evaluating various aspects of smart FM tools are outlined. Focus group discussions further clarify the KPI rankings across these four categories, emphasizing the complexity involved in evaluating smart FM tools. Originality/value: This study provides a significant contribution to comprehending innovation diffusion within shopping centers and introduces an innovative methodology for evaluating the performance of smart FM tools.