The results focus on how retail tenants perceive the trust relationship between centre
managers and themselves. The trust relationship is an important barometer of the
extent of harmony or conflict and tension in the system. If trust is low then it adds a
layer of difficulty to retailers in conducting their business. Lower levels of trust
suggest discontent, which could become a distraction from the retailers’ abilities to sell.
From the point of view of the centre manager, there are also benefits in trust. Apart
from greater harmony as an end itself, there are performance consequences of higher
levels of trust, namely a higher rate of lease renewal by retail tenants.
The study provides insight into how centre managers can build trust with their
retail tenants. Empowerment (a sense of relevance to decision making) was identified
as the most critical determinant of trust across both regional and neighbourhood
shopping centres. A perception of restraint in power was also very important, especially
in regional shopping centres. Expressed differently, retail tenants heavily weight the
abuse of power by shopping centre managers when forming their perceptions of trust.
Tenants in regional centres also place considerable weight on centre management
responsiveness (including accessibility and problem solving). In contrast, tenants in
neighbourhood centres place more weight on management flexibility and the centre
brand when forming their trust perceptions.