The purpose of this paper is to explore the effect that the acquisition of a shopping centre by a corporation had on individual retailers in the complex. It examines how imposed directive change impacted on the internal customers, namely the retailers operating within the shopping centre.
Four methods are used to procure the data, namely, observations, content analysis, interviewing and a questionnaire survey.
Key findings are that the majority of retailers feel that the nature of the change is transitional or transformational, are negative about it and many do not resist it because they feel helpless to do so. However, some resistance to the acquisition, cynicism and rumours about it, are present. Retailers feel that communication, education, participation and negotiation would help to reduce these negative reactions to change.
To improve the outcome of a similar acquisition in the future, The paper recommends extensive consultation with retailers before the change programme begins. Suggestions regarding how a similar acquisition could be more successfully implemented in the future are provided.
This paper contributes to the current body of academic literature on change management and shopping centre management practice.
