SERVICEKOSTEN VOOR WINKELCENTRA

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1 SERVICEKOSTEN VOOR WINKELCENTRA Een onderzoek naar een win-win situatie voor vastgoedeigenaren, retailers en vastgoedmanagers "#%&'())*# +*'(,-'(*.,/*#-0*01*230 45' #'(0*'06#* A6,BCDE "#%"&'(%)&*+,-.//"0&*"1.&*.//2&3(./.&4(56(%&76899:::2;.<=6.<=+#15./.0>+.2<'597+#1>?'?,'97"?1.%,"#>?5+,-.//"0?5"1.5.//9=(./.?/(56(%

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20 FIGUREN Figuur 1 Researchmodel Figuur 2 Service costs methods in the Netherlands Figuur 3 Huisvestingscyclus van vastgoed (Wamelink et al., 2009). Figuur 4 Quote interview Figuur 5 Citaat literatuur (De Boer, 2008) Figuur 6 Quote interview Figuur 8 Quote interview Figuur 9 Citaat RICS Code of Service Charge (RICS, 2009) Figuur 10 Onderzoeksmodel Figuur 11 Schemastische weergave verzorgingsgebied volgens Christaller (Mastop, 2012, p. 6). Figuur 12 Stakeholders winkelcentrum Figuur 13 Consumentengedrag en koopgedrag (Van Soest, 2014) Figuur 14 Functie en bezoekmotieven type winkelcentrum (Evers, 2010) Figuur 15 Kwaliteitsmodel van Prasuraman ((Vermeulen & Wieman, 2010) Figuur 16 Opbouw huisvestingslasten huurder Figuur 17 Duurzaamheid & bedrijfsethiek (Vermeulen & Wieman, 2010) Figuur 18 Het drie P-model van Triodos (Triodos Bank, 2011) Figuur 19 De vastgoedmanament piramide volgens Graaf (2011) Figuur 20 Vastgoedbeleidsproces (Vermeulen & Wieman, 2010, p. 18) Figuur 21 Vier groeistrategieen voor vastgedmanagement volgens Ansoff (Vermeulen & Wieman, 2010) Figuur 23 Overzicht stakeholders en actoren Figuur 24 De cyclus van winkelvastgoed (Vermeulen & Wieman, 2010) Figuur 25 Servicekostenproces in diagram Figuur 26 Huisvestingslasten in diagram Figuur 27 Overzicht huisvestingslasten en investeringen volgens NEN. naar (Verkerk, 2012) Figuur 28 Cyclus correct en efficient energymanagement (Evers, 2010) Figuur 29 Analyse servicekostenmethoden in Nederland Figuur 30 Servicekostenvergelijking Europa met meest voorkomende posten (ICSC, 2012) Figuur 31 Quote interview Figuur 32 Quote interview Figuur 33 Kostenpostenverdeling servicekostenafrekening Figuur 34 Kostenpostenverdeling volgens WPM (WPM, 2014) Figuur 36 Analyse servicekosten per m2 per type winkelgebied (WPM, 2014) Figuur 37 Analyse servicekosten per m2 naar ruimtelijke opzet (WPM, 2014) Figuur 38 Analyse gemiddelde servicekosten in Nederland (WPM, 2014) Figuur 39 Bandbreedte Servicekosten Figuur 40Uitkomsten huurprijs vs servicekosten bij open/gesloten centrum Figuur 41 Huurprijs en servicekosten naar grootte winkelcentrum Figuur 42 Huurprijs en servicekosten naar binnen/buitenstedelijke context Figuur 43 Huurprijs en servicekosten naar footfall Figuur 44 Voorbeeld servicekostenverlaging (verlaging ingezet vanaf 2010) (CBRE, 2014) Figuur 45: Bandbreedte Servicekosten "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

21 TABELLEN Tabel 1 overview interviewees Tabel 2 overview feedbackround experts Tabel 3 SWOT Analysis of the service costs methods Tabel 4 list of possible service costs with respect tot the total Tabel 5 Overzicht interviews Tabel 6 Overzicht feedbackronde experts Tabel 7 Stakeholdersanalyse en belangen Tabel 8 Analyse belangenorganisaties en hun belangen Tabel 9 Overzicht overige stakeholders en belangen Tabel 10 Voorbeeld uitwerking financiele relevantie Tabel 11 Opsomming kostenposten servicekostenafrekening Tabel 12 Matrix voor- en nadelen per servicekostenmethode Tabel 13 SWOT Analyse van de servicekostenmethoden Tabel 14 Analyse aanzet benchmark servicekosten portefeuille CBRE Tabel 15 Analyse servicekostenposten tov totaal Tabel 16 Huurprijs versus servicekosten Tabel 17 Criteria case study analyse Tabel 18 Criteria cross case study analyse Tabel 19 Specifieke kenmerken case studies (1) Tabel 20 Specifieke kenmerken case studies (2) Tabel 21 Analyse vergelijk case studies tov afrekening Tabel 22 Vergelijking servicekostenpakketten en afrekening cross case study analyse Tabel 23 Overzicht servicekostenposten tov totaal verdeling Tabel 24 Overzicht interviewees Tabel 25 Conclusie samengetrokken antwoorden respondenten Tabel 26 Overzicht experts voor feedbackronde Tabel 27 Overzicht standaardisatie servicekostenposten "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

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35 _#&"'(%").5"/:%&"#h&*/**#*49." =*0 -*#/'*%8-0*, PL U,%*2'*,0#5 @88# /5, **, /88# -*#/'*%8-0*, PL U,%*2'*,0#6G %U520*0-G8,08# *, P*,'(G5#%,> F*."./0&,".? #/"'1,"+.? N8U* P*25,>*,/*#*,>,>*, 1* \V+";S\"h&F QR;"?28P52\,/*-08#-dVgfRS m2*)*##* =RQ5)052 &7,0#6-9'(G*5 +(*&0,>XQ8-0*- S5,=5#*, &5'(5&'(8*,*, QR;" 1+_ Agg m2*)*##* ht: R*25,>*,8#>5,-50*- S?:Vg \SRV ;V1 M/*#> Tabel 5 Overzicht interviews (eigen bewerking) "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

36 O""&>*;)'%#&""D="'/. (*PP*, **, 55,052 *, '8GG*,055# >*>*/*, \V+";S\"h&F =RQ5)052 m2*)*##* &7,0#6-9'(G*5 +(*&0,>XQ8-0*- &5'(5&'(8*,*, QR;" R*25,>*,8#>5,-50*- S?:Vg \SRV ;V1 M/*#> Tabel 6 Overzicht feedbackronde experts (eigen bewerking) 1* 60%8G-0*, 60 (*0 '5-* -06@*-W,0*#/*U- *, 3**@P5'%#8,@* G*0 *b)*#0-2*/*#*,522*g552**,p*25,>#l%*pl@#5>*55,(*0p*5,0u88#@*,/5,@*(883@o*,@**2/#5>*,h188#(*0 8,@*#N8*%-#5))8#0NL,@*N*/#5>*,P*5,0U88#@*,-@*N*,38#G50*/*#>55#@8G8G(*#G**@*(883@O *,@**2/#5>*,0*%6,,*,P*5,0U88#@*,,@*'8,'26-*-,(883@-06%pH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

37 2. WINKELCENTRA IN NEDERLAND "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

38 2.1 Ontstaan & ontwikkeling van het winkellandschap "##%%"&'%"&()"*+,-"#% P*U8,*#- *# 8G (**, P*U8,*#-[ d90n*g5w < * h*#*2@88#28>-0*#%)25,g50>zd90n*g5*052hwbcdbfhs82>*,-t#83h1#hm*@n>*90n*g5d90n*g5*052hwbcdbf P*25,>#L%* 08*>*)5-0H T25,828>*, (*0 '8,'*)0 d90n*g5 *0 52HW BCDBfH S82>*,- 90N*G5 dbcdbf Z'*,0#52* )2550-*,0(*8#*[ G**# 36,'0*- *, - (*0 d:5-08)w BCDBW )H KfH 1*N* '*,0#552>*2*>*,U,%*2-0#50*,8,0U%%*2@*,N'(N*23080(*0%*#,U,%*2>*P*@/5,@*-05@d90N*G5*052HW BCDBfH188##6G0*>*P#*%,@*-05@-'*,0#58,0-08,@*,#8,@83#**@-/88#@*0U**@*U*#*2@88#28>U,%*2- *,U,%*2'*,0#525,>-@*P*25,>#L%*60/52-U*>*,/5,@*-0*@*,HM8%,,*6U*U88,UL%*,/*#-'(*,*,@* N8>*(*0*,ZP66#0U,%*2-[HV5@*+U**@*h*#*2@88#28>%#*>*,@*N*>#80*#*U88,UL%*,*,P66#0*,(6, *>*,U,%*2'*,0#6Gd&)**0L*,-<T8-0WBCDBfH "#%#&'(("#))#*)""#% S82>*,-Q(#-0522*#-*#/88#*@*#*/88#N*,,>**,G,G6G@#55>/25%W@*@#*G)*2U55#@*W,88@N5%*2L% /88#@50@*N*%5,U8#@*,55,>*P8@*,H1*N*@#*G)*2U55#@*/5#**#0)*#/88#N*,,>U5,0PL/88#P**2@**, P5%%*#(**30**,25>*#*@#*G)*2U55#@*@5,**,U5#*,(6-d:5-08)WBCDBW)HKfHR8/*,@*,-(*055,052 '8,-6G*,0*,@50**,/88#N*,,>,55#N'(08*%5,0#*%%*,53(5,%*2L%/5,@*G5bG52*53-05,@@***, "#%&'()(*'+,"+-&.-"#%#& 1*28'50*/88#U,%*2/5-0>8*@-P*25,>#L%H1*U,%*228'50*P*)552@ GG*#-@*55#@*,8G/5,>/5,@*'8,-6G*,0*,-0#88Gd:5-08)WBCDBW )H KfH %, #*250* G*0 (*0 /*#N8#>,>->*P*@ /5, **, /88# **, U,%*2 83 U,%*2'*,0#6G %8G0, P*>,-*2 /88#0 P*(8*30*/5,@*'8,-6G*,0*,U50@*'8,-6G*,0,8@>(**308G,NL, P*(8*30*0*/88#N*,[d:5-08)WBCDBW)HKfHZMG@*#>*2L%*)#8@6'0*,55, 0*P*@*,55,@*'8,-6G*,0G8*0*#**,)2550-U8#@*,>*/8,@*,,@* '#%*2/88#@*@#*G)*2U55#@*(**30**,%2*,*#*-0#552@5,@*/5,@* #*%UL@0*[d:5-08)WBCDBW)HKfH "#"%&#'"(#")&*%+&"#%&'()&((' Figuur 11 Schemastische weergave verzorgingsgebied volgens Christaller /U*)80<L9S'9L<KV3K 1*(6@>*V*@*#25,@-*@*052(5,@*2-0#6'066#-,8>-0**@-/88#**,>#880@**2>*P5-**#@8)@*0(*8#* /5,Q(#-0522*#H100*#UL2@*N*0(*8#*,@*(6@>*0L@,*0G**#520L@/5,08*)5--,>-/5,U*>*@*,/28*@ /5, 0(*8#*v, /5, V*2-8,W :7#@52W 928,-8W ;*227 *, Q(#-0522*#H =*#G** - (*0 U,%*225,@-'(5)@*53>*28)*,@*'*,,5-0*#%>*-0#6'06#**#@55,@*(5,@/5,#508,52*55,,5G*-d/5,@*# "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

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42 +*'(,828>* -,*0 G**# U*> 60 2*/*,H S82>*,- =55#*, dbcdjw )H BEf %5, /*#-0#*%0 %6,,*, dp5'% 833'*f[H Z=*0 55,2*>>*, /5, **, P5'%833'* -7-0**G G*0 '8,-6G*,0*,>*>*/*,- U55#G** (*0 G8>*2L% - 8G 08*%8G-0> '8,-6G*,0*,>*@#5>0*/88#-)*22*,*,P*Y,/28*@*,H1*N*@505-0#8G*,%6,,*,N8U*28))*#-88,2L%O52- >*,*#*%,/*56U8#@*,>*5,527-**#@8G@*P*(8*30*-/5,-)*'3*%*d>#8*)*,f'8,-6G*,0*,0*/*#052*,,55#>*#'(0*,38#G50*WG5#%*0,>*,@*,-0/*#2*,,>dT25038#GjD*052HWBCDJW)HJKfH[ Consumentengedrag =*0U,%*2>*@#5>'8,-6G*,0*,U8#@0,@*G5#%0>*5,527-**#@8)P5--/5,@*Z'6-08G*#L86#,*7[W@*#*- '6-08G*#L86#,*7,P**2@-/88#@*'8,-6G*,0HM3@*'8,-6G*,052@5,,*0%*-0/88#(*037-*%* U,%*2%5,552-G*@*53(5,%*2L%/5,@*55,0#*%%,>-%#5'(0WP*#*%P55#(*@*,55,U*N>*P#5,'(*-[H\,@0 8,@*#N8*%U8#@0-2*'(0-**,%2*,@**2/5,(*0'8,-6G*,0*,>*@#5>08*>*2'(0W8G@50@0#*2*/5,0-/88# 08*%8G-0>*U,%*2)25,,,>*,@*P*2*/,>*,55,0#*%%,>-%#5'(0/5,@*37-*%*U,%*2'*,0#5H YIF_\E[7\I\U]6BU /5,(6,P*(8*30*,H1*N*>8*@*#*,*,@*,-0*,d(*#,5F)#8@6'0*,f%6,,*,/88#**,G52>>*P#6%83/88# **,25,>*#*)*#8@*U8#@*,55,>*-'(530H[S82>*,-1*S#*-d9H:H@*S#*-WDp]pW))HBBDOBJjfNL,Z@* 35'08#*,@*(*0'8,-6G*,0*,>*@#5>P*Y,/28*@*,**,U--*2U*#%,>06--*,)-7'(828>*d@*'8,-6G*,052-,@/@6fW -8'828>* d'8,-6g*,0 52-2@ /5, **, >#8*)XG550-'(5))Lf *, *'8,8G* d(*0-0#*/*,,55# G5bG552,60fH[ J6_FEZB\F_\E[7\I\U]6BU =*#60 %5, U8#@*, '8,-6G*,0*,>*@#5> 8,@*#/*#@**2@%5,U8#@*,,(*0P*-260/8#G,>-)#8'*-*, (*0%88))#8'*-HS82>*,-S5,&8*-0dS5,&8*-0WBCDJf(**30 (*0ZP*-260/8#G,>-)#8'*-P*0#*%%,>8)@*P*-2--,>*,@* U8#@0,38#G50* >*N8'(0 *, 520*#,50*/*, >*v/526**#@h1*g50*/5,p*0#8%%*,(*@/5,@*'8,-6g*,0 P*)552@@*60>*P#*@(*@/5,(*0)#8'*-[dS5,&8*-0WBCDJfH =*0%88))#8'*-(**30P*0#*%%,>8)Z(*0(5,@*2*,/5,@* '8,-6G*,08)@*)2550-/5,@*55,%88)838)U*>@55#,55# Figuur 13 Consumentengedrag en koopgedrag (Van Soest, 2014) 08*[dh*P*#WBCCKW)HjifHZR*@*)#8'*--*,/8#G*,-5G*,@*'6-08G*#L86#,*7n1*#*-@*'8,-6G*,0*, 532*>>*,8)U*>,55#**,55,%88)[d\,;*052WQRh:0*bW<=883@P*@#L3-'(5)1*052(5,@*2WBCDBW)HBfH Z188#@*N*,*6*U*)#8'*--*,-(*0,88@N5%*2L%>*U8#@*,8G@*/*#-'(22*,@*%5,52*,8)*2%55#530* -0*GG*,H"*,,*6U*W8)%8G*,@*-0#50*>*@*@0,@*)#5%0L%G8>*2L%G55%08G%5,52*,8)*2%55#530* -0*GG*,U8#@08G,'(5,,*2#*052,>>*,8*G@HZ188#8G,'(5,,*2#*052,>%5,**,'8,-6G*,0U8#@*, P*#*%0/5G**#@*#*%5,52*,H1*%5,52*,-260*,,55@288-8)*2%55#55,WU55#PL@*P*(8*30*d,f/5,@* '8,-6G*,08,>*G*#%08)*@*#G8G*,0U8#@*,,>*/62@H1*%5,52*,/*#-0*#%*,*2%55#*,@*P*2*/,>/5, (*0G*#%W)#L-*,5--8#0G*,0-6,38#GW8,>*5'(0(*0%5,552[dS5,&8*-0WBCDJfH:*0P*0#*%%,>080@* %*6N*/88#8332,*O838,2,*U,%*2*,NL,*#@#*'50*>8#**,/5,,/28*@8)(*0>*@#5>/5,'8,-6G*,0*,W 0*U*0*,P*2*/,>X*#/5#,>W/*#0#86U*,*,>*G5%HS88#52-,8>>**30@*'8,-6G*,0/88#P*2*/,>X*#/5#,> *,/*#0#86U*,@*/88#%*6#55,(*08332,*U,%*2%5,552H=*08,2,*U,%*2%5,552-'88#0@55#,55-0(88>8) >*G5%W*,88%,08*,*G*,@*G50*8)/*#0#86U*,H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

43 2.3 Typen winkelcentra O O O O O O UL%'*,0#5 O P66#0'*,0#5 O >#880-'(52>*'8,'*,0#50*- O 8/*#>*U,%*228'50*-H 155#,55-0 /*#-'(22*,@* 07)*, U,%*2'*,0#5 88%,/28*@ -*#/'*%8-0*,H \GG*#-W (883@U,%*2>*P*@*, *, >#88-'(52>* '8,'*,0#50*-W N622*, 5,@*#* *-*, -0*22*, 2*/*#,>*, Typologie naar ligging, vorm en aanbod S82>*,-"/*#-dS*#G*62*,<h*G5,W BCDCW )H DJ]f /*#/620 *2% U,%*2'*,0#6G NL, *>*, 36,'0* *, 8,02**,0 (*0 NL, P*055, 55, **, 83 G**#@*#P*N8*%G80*/*,H"*,P*%*,@ Verspreide Overig Run Fun 8,@*#-'(*@ /5, P*N8*%G80*/*, - Ondersteunend Doel Z#6,[d*/*,-,*2**,P88@-'(5)@8*,fW Z36,[ d#*'#*5'0*3 U,%*2*,f *, Z@8*2[ Centraal Leegstand d>*#'(0 \, P8/*,-055,@* 3>66# 0% 20% 40% 60% 80% 100% P*N8*%G80*/*, >*%8))*2@ Figuur 14 Functie en bezoekmotieven type winkelcentrum (Evers, 2010) U,%*2'8,'*,0#50*-dS*#G*62*,<h*G5,WBCDCW)HDJ]fH =*0->8*@8G0*#*52-*#*,/5,U*2%07)*U,%*2'*,0#6G(*00*P*(*#*,/5-0>8*@**,8,@*#@**260G55%0H 10P*)5520(*007)*'8,-6G*,0@50%8G0U,%*2*,W(*007)*8,@*#,*G*#@50N'(U2/*-0>*,*,88%(*0 (66#,/*56 %8-0*, /88# 2*/*#,>*, **#@*#* 07)*#,> /5, U,%*2'*,0#5/82>*,-g8'506-WU8#@*,U,%*2'*,0#588%/*#>*2*%*,8)P5--/5,-05,@)2550-%U520*0*, ds*#g*62*, < h*g5,w BCDCW )H DJ]fH S82>*,- R820 ds*#g*62*, < h*g5,w BCDCW )H DJ]f - **, /**2>*P#6%0*,@*2,>/5,-05,@)2550-%U520*0*,@*/82>*,@*F 9D-05,@%U520*0F 1*U,%*2-0#50*,d83>*@**20*,@55#/5,f@*P,,*,**,'*,0#6G@*(88>0*P*N8*%*#-55,0522*,W 60>*@#6%0,**,,@*b28)*,@/5,DCCd-@#6%-0*)6,0W>*G*0*,8/*#@*/822*P#**@0*/5,@* -0#550W080iEP*(52*,n R*(88#0080/8*0>5,>*#-@8G*,n :8@*O*,U5#*,(6N*,NL,#6G-'(880-/*#0*>*,U88#@>@H 9B-05,@%U520*0F g8'50*- G*0 /5, /5, ie 080 EC 0*, 8)N'(0* /5, )6,0, (*0 U,%*2>*P*@n :8@*P#5,'(*-#6G/*#0*>*,U88#@>@n g5,@*2l%**,#*>8,5528)*#*#*,@*p*@#l/*,nl,#6g/*#0*>*,u88#@>@h RD-05,@%U520*0 g8'50*-g*0@#6%0*,@*b/5,ec080be0*,8)n'(0*/5,(*0@#6%-0*)6,0,(*0u,%*2>*p*@n S55% 88% 5,@*#* /88#N*,,>*, N852- *, P52* 36,'0*- d#*-p6#*56-w 60N*,@P6#*56-W*,@*#>*2L%*fH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

44 28'50* P,,*, (*0 (6-/*-0,>-25-0*, d(66# *, -*#/'*%8-0*,f /5, **, ds*#g*62*,<h*g5,wbcdcw)hdjpfh 2.4 Toepassen van de Winkelcentrum Kwaliteitsmonitor 1* U,%*2'*,0#6G %U520*0-G8,08# - **, 8,0U%%*2@ QR;" dqr;"w BCDJPf U,%*2'*,0#5, V*@*#25,@ 0* %6,,*, G*0*, 8) %U520*0W -*#/'*- 188# G@@*2 U,%*2'*,0#6G%U520*0-G8,08#%6,,*,U,%*2'*,0#5,V*@*#25,@U8#@*,/*#>*2*%*,G*0*2%55#HM) P5-- /5, /*#-'(22*,@* 8,@*#@*2*, *, 07)828>*v, /5, U,%*2'*,0#5 - **, -*2*'0* /5, U,%*2'*,0#5 >*G55%0*,@*N*NL,0*/*,-P*88#@**2@8)(6,%U520*0*,H1*'*,0#5U8#@*,/88#,5G*2L%>*G*0*,8) P5--/5,%U520*0W55,/622*,@*-*#/'*-*,'8,-6G*,0*,P*2*/,>H=*#,U8#@0@*%U520*0/5,@*'*,0#5 >*G*0*,55,@*(5,@/5,KE/5#5P*2*,*,@*NL,-5G*,>*/50,@#*%*#,%U520*0*,W0*U*0*,P5--W -*#/'**,P*2*/,>dQR;"WBCDJPfF XBE8E& ZR5--%U520*0->*#'(08)@*ZP86U-0*,*,[/5,**,U,%*2'*,0#6GWN8U*2P,,*,(*0U,%*2'*,0#6G 52-,@*@#*'0*8G>*/,>/5,(*0'*,0#6GH1*P*>#))*,-'(88,*,(**2-)*2*,(*#PL**,P*25,>#L%* #82[H E6Z8F& Z&*#/'*%U520*0U8#@0P*)552@@88#@*P*88#@*2,>/5,08*/8*>,>*,55,@*P5--%U520*0*,@*(*0 /*#P2L3,(*0U,%*2'*,0#6G/*#55,>*,5G*,H=*0>550(*#PL8GG50*#v2*N5%*,*,@*,-0*,,*,8G (*0U,%*2'*,0#6GWU55#G**(*0N'(8)**,)8-0*/*G5,*#%5,8,@*#-'(*@*,[H X@Z8\U& Z1*P*2*/,>-U55#@*U8#@0>*'#*v*#@@88#*2*G*,0*,*,>*P*6#0*,--*,@*@*'8,-6G*,08)**, )*#-88,2L%* G5,*# 55,-)#*%*,H 1* %U520*0-G8,08# ,@ >*%8G*, 8) P5-- /5, 20*#5066#8,@*#N8*%W )#5%0L%*#/5#,> *, N*23,38#G50* 8/*# 522* U,%*2- *, P*@#L/*,H 1* /*2@U*#%*#- P*N8*%*, *, 8,@*#N8*%*, L55#2L%- 522* R*,*26bH 1* /*#N5G*2@* >*>*/*,-W N852- du,%*2f,55gw U,%*2/*#%88)/28*#8))*#/25% *, P#5,'(* 1*N*,38#G50*U8#@0/*#N5G*2@*,08*>5,%*2L%>*G55%0/88#%25,0*,dg8'506-WBCCifH1*,38#G50*@*(*#PL /#L%8G0-P*25,>#L%/88#(*08,@*#N8*%*,2*/*#0(*#/88#>8*@*,)60H 1* U,%*2'*,0#6G %U520*0-G8,08# U8#@0 #**@- 08*>*)5-0, U,%*2'*,0#5H "'(0*# )#G5# 8,0U%%*2@/88#(*0G*0*,/5,%U520*0*,/5,U,%*2'*,0#58,@*#2,>*,%5,@*N*U*2@*55,0#*%%*2L%(*@ *,08*>*/8*>@*U55#@*/5,**,'*,0#6GG*0*,H&*'6,@5#(5,>*,@55#@6-@*2*/*#,>*,*,@*,-0*,55, /5-0N852--'(88,G55%WP*/*2>,>W*,@*#>*2L%*H1*U,%*2'*,0#6G%U520*0-G8,08#%5,@55#8GG8>*2L%W G*0**,55,05255,)5--,>*,W,>*N*0U8#@*,8G@*%U520*055,@*(5,@/5,m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

45 /82>*,- +*00*#88, ds*#g*62*, < h*g5,w BCDCW )H jpcfh /5, %U520*0 /82>*,- N852- U8,,>*, 83 %5,08#*,H h,%*2'*,0#5 NL,,8> /**2 >*/8*2>*# 8G0#*,0 (*0 5-)*'0 G8*0 *# **, %U52050*3 60-0#52,> NL, G*0 U,%*2-8G (*0 **, 55,0#*%%*2L% 0* 250*, 88% /**2 '8,-6G*,0*, 0#*%0H mu520*0 **,,0*>#552 G5,5>*G*,0/#55>-06% >*U8#@*, /5-0>8*@G5,5>*# )#*-050* 8) 522* 8,@*#@*2*, P*)52*,@ - *#/5#,> %25,0 d2**-f (66#@*# *, /*#(66#@*#fH =*0 d'8,-6g*,0fhs5-0>8*@g5,5>*g*,0/5,u,%*2'*,0#5-@*,-0/*#2*,*,@,55#@*p*2*>>*#x/*#(66#@*#*,@* (66#@*#H:55#88%,55#@*'8,-6G*,0-@*/5-0>8*@G5,5>*#@*,-0/*#2*,*,@W55,>*N*,(L*#/88#G8*0 N8#>*,@50(*0U,%*2'*,0#6G/*2>-W>*8)*,@-G55#PL/88#P**2@88%-'(88,-HM)(*0-06#*,/5, %U520*0 U8#@0 88% U*2(*0%U520*0-G8@*2/5, T#5-6#5G5,*H5H Dp]], ds*#g*62*, < h*g5,w BCDCW)H jpdfh10g8@*2-(*#,55-0u**#>*>*/*,hv55#fds*#g*62*,<h*g5,wbcdcw)hjpdf "2%)#8@6'0*,*2%)#8L*'0-5,@*#-WG55#08'(%8G*,/**2N5%*,U*28/*#**,HMG(*#,**,(*@55,0* P#*,>*,*,/*#-'(22*,55,0*P#*,>*,%5,**,P*,5@*#,>/5,)#8@6'0OG5#%0'8GP,50*-U8#@*,8)>*N*0H 9-)*'0*,52->*P#6%*#->#8*)*,dG5#%0-*>G*,0*,fW 28'50* *>*,-'(5))*,W >*P86U*>*,-'(5))*,W,0*#5'0* G*0 >*P#6%*#-, >*P86U 83 8G>*/,>W G5,5>*G*,0 /5, >*P86U *, 8G>*/,> -*#/'*- NL, (*#, P*25,>#L%* '50*>8#***,dS*#G*62*,<h*G5,WBCDCW)HjpBfH \,(883@-06%E/5,@08,@*#N8*%-@55#/*#@*#8),>*>55, *, NL, mt\[- 8)>*-0*2@ (5,@ U,%*2'*,0#6G %U520*0-G8,08# **, 08*>*/8*>@* #82 %5, -)*2*,, (*0 P*0*# 8) 8#@* P#*,>*,/5,(*0-*#/'*%8-0*,)#8'*-H"*,@6@*2L%* 8G-'(#L/,> )#*-050*- *, /*#U5'(0* %U520*0 P*@0 G8>*2L%(*@*, */52650* /5, (*0 %25,00*/#*@*,(*@ 8,@*#N8*% 0* /*#052*,,55# */*,06*2* 55,)5--,>*, /5, N8U*2,@/@6*2* 8,@*#@*2*,W 52-88% /5, (*0 /822*@>* )52*0/5,2*/*#,>*,W-*#/'*-*,@*,-0*,@*55,@* (66#@*#- U8#@0 55,>*P8@*,H =*0 /5, >#880 P*25,> 8G (*0 %U520*0-5-)*'0 **, NU55#U*>*,@* #82 0* >*/*,, (*0 -*#/'*%8-0*,)#8'*- *, 8) P5-- 2*/*#,>*, /*#@*# 0* 8)0G52-*#*,, #*250*080(*055,0#*%%*2L%G5%*,*,(86@*,/5, Figuur 15 Kwaliteitsmodel van Prasuraman ((Vermeulen & Wieman, 2010) (*0 U,%*2'*,0#6GW G*0 5,@*#* Z8,@*#,*G,>[H 1* U,%*2'*,0#6G%U520*0-G8,08# d-*#/'*%8-0*,f %U520*0-G8,08# **, P*25,>#L%* PL@#5>* 2*/*#*, PL (*0 8)28--*,/5,@*)#8P2*G*,PL-*#/'*%8-0*,H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

46 2.5 Relatie tussen type winkelcentrum en servicekosten 8,0-055, /5, U,%*2'*,0#5 NL, >*G**,0*, *, 1*N* %8-0*, NL, 60 -0'(0,>-%8-0*, *, U,-0 8,0U%%*255#W G55# (Promoti e- kosten) Huurkosten Servicekosten Huisvestings -lasten Figuur 16 Opbouw huisvestingslasten huurder (eigen bewerking) =6-/*-0,>-25-0*,*,*b)28050*%8-0*,%6,,*,P*(88#2L%/*#-'(22*,)*##*052*#*,)*#U,%*2'*,0#6GH1* Relatie tussen winkelcentra, servicekosten & duurzaamheid bedrijfsethiek maatschappelijk verantwoord ondernemen duurzaam beleggen 'groene gebouwen' Figuur 17 Duurzaamheid & bedrijfsethiek (Vermeulen & Wieman, 2010) '8,-6G*,0, (*0 U,%*2'*,0#6GH 8) (*0 /25% /5, -8'52* "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

47 *, G550-'(5))*2L%* %8G*, 0*, >6,-0* /5, (**30 #*'*,0*2L% **, /5, *, /5, (*0 *,*#>*)#*-050*'*#03'550 d"tqf /88# >*P86U*,H 1*N* >**30 /5 **, 55, (8* *,*#>*N6,> (*0 >*P86U - d;l%-8/*#(*@w BCDJ5fH S5-0>8*@ - /82>*,-.V"T ds25-/*2@w BCDjf /*#5,0U88#@*2L% /88# 8,>*/**# jcc U*#*2@UL@* '8BO W JCc /5, (*0 U*#*2@UL@* *,*#>*/*#P#6% d6,*)w BCCpf *, 8,>*/**# EEc U*#*2@UL@* >*P#6% /5, (860H 166#N55G(*@U8#@0/55%8G-'(#*/*,52-NL,@*@50(*0P*>#)P* Z)*8)2*W)25,*0W)#830[HS25-/*2@ (**30, NL, 8,@*#N8*% ds25-/*2@w BCDjf Z)#830[ %5,0 (*#/5, /55% G8*2L% - /5-0 0* -0*22*,H 10 0*#UL2 Z)#830[ %5,0 /88# /5-0>8*@P*2*>>*#-P*25,>#L%-W8G@50(*0P*(52*,/5,**,d(88>f#*,@*G*,0**,)#G5#@8*2/5,(*0 P*2*>>*,-H?#8**,N*%*##*,@*G*,08)@*,/*-0*#,>*,-,8@>8G25,>*0*#GL,'8,0,60*00*%6,,*, >5#5,@*#*,H"'(0*#8,0-0550(*0,60*,,88@N55%/5,(*0G)2*G*,0*#*,/5,@66#N55G(*@88%-0**@- G**#PL@*/5-0>8*@G5,5>*#H=*0>550*#@55#PL/88#,5G*2L%8G@50@**b)28050*/5,(*0/5-0>8*@83 U,%*2'*,0#6GN8@66#N55GG8>*2L%U8#@0>*@55,H10%5,**,/5-0>8*@G5,5>*#*'(0*#,*0522**,H=*0- /5,P*25,>@5088%@*P*2*>>*#*,@*(66#@*#-(*#55,G**U*#%*,*,@50G*,N'(G*0*2%55#,N*0/88# (*0N8@66#N55GG8>*2L%U,%*2'*,0#6GH S82>*,- +#8@8- R5,% d+#8@8- R5,%W BCDDf - **, >*P#6%*#- *# )#*00> *, >*N8,@, %6,,*, U*#%*, dt*8)2*f (*0G2*6,*0P8/*,G50>U8#@0P*25-0dT25,*0f (*0/82@8*055,@**-*,8)37-*%*,#6G0*2L%,/*56 dt#8l*'0f *,U5,,**#(*0**,>8*@#*,@*G*,0(**30dT#830f =*0G8@*2/5,+#8@8-G55%0/88#52@6@*2L%@50**,**,NL@>* P*,5@*#,>,*0 / /88# **,,0*>#52* P*,5@*#,> G8*0 U8#@*, >*%8N*, 8G 0* %8G*, L6-0* -05))*,,(*0/*#@66#N5G*,/5,(*0/5-0>8*@H=*0-/5,P*25,> 8G 88% (*0 *,*#>*O *, U50*#G5,5>*G*,0W Q#5@2*[@50@0-Z[U55##*@*->,P*>,0,522**#,-0WU55#U*-08))*,G*0)#8P*#*,G,@*#-2*'(00*NL,*, U*P*>,,*,G*0(*060N8*%*,(8*U*>8*@P*N>NL,yd:'18,86>(<R#56,>5#0WBCDCfH1*N*@*3,0* >**305255,@50(*0/55%,*0522**,%5,WG55#(*0>*N5G*,2L%8)>*)5%0@*,00*U8#@*,H :99+&Q=9TT"g\Am"1..;_99:="\1 M8%(*0-8'552OG550-'(5))*2L%*5-)*'0/5,@66#N55G(*@U8#@0-0**@-P*25,>#L%*#H+#5,-)5#5,0*- (*#PL(*0-2*60*2U88#@H10(86@0,@50G*,0#5,-)5#5,0G8*0NL,,55#@*P60*,U*#*2@U55#G****, 8#>5,-50* NL, >*2@ /*#@*,0 *, U*2%* P*@#L3-5'0/0*0*, *# )2550- /,@*,H 10 U8#@0 8,@*# 5,@*#* 55,>*@6@,**,:SMd:550-'(5))*2L%S*#5,0U88#@M,@*#,*G*,fO#5))8#0/5,**,8#>5,-50*H&0**@- G**#/5-0>8*@G5,5>*#-WU55#8,@*#QR;"W/#5>*,@*#>*2L%*#5))8#0*,*,/*#%25#,>*,8)/5,(55#8,@*# 55,,*G*#-*,@*#>*2L%*H10P*0*%*,@@50(*05-)*'0-8'552*,G550-'(5))*2L%/*#5,0U88#@8,@*#,*G*, 88%**,>#80*#82-)**20,@*-*#/'*%8-0*,*,,*08,@*#>*-'(8/*,G5>U8#@*,H profit people sustainable property project planet Figuur 18 Het drie P-model van Triodos (Triodos Bank, 2011) "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

48 2.7 Deelconclusie -,8> /88# **, 0(*8#* /5, "/*#-ds*#g*62*,<h*g5,wbcdcw)hdj]f/*#/620*2%u,%*2'*,0#6gnl,*>*,36,'0**,8,02**,0(*0nl, MG *#/88# '8,-6G*,0 88% 25,>*#, (*0 U,%*2'*,0#6G P2L30W - (*0 (*#P,,*,U8#@0>*%*%*,*,#*%*,,>U8#@0>*(86@*,G*0d&)**0L*,-<T8-0WBCDBfF Q8,-6G*,0*,'8,-6G*,0*,P*2*/,>8)-*#/'*%8-0*,n T#L-*,%U520*0/5,>*2*/*#@*@*,-0*,d-*#/'*%8-0*,fn T#8G80*%8-0*,/88#5'0/0*0*,*,G5#%*0,>n R*25,>*,/5,@*5'08#*,d/*#(66#@*#W(66#@*#</5-0>8*@G5,5>*#fH 155#, @*/*#5,@*#*,@*#*052G5#%0N*,@508,2,*8GN*0P*-0*@,>*,,(*052>*G**,53,*G*,@* 8GN*00*,080>*/82>(**308)@*37-*%*U,%*228'50**'(0*#/*#-'(20@0U*2)*#P#5,'(*H1*>*P86U@* 8G>*/,>N52/0520*0G8*0*,,5-0#*/*,@88#N'(0*(*#8#v,0*#*,*,55,0*)5--*,55,@*U*,-*,/5,@* d08*%8g-0>*f>*,*#50*n8@50@*n*@**'8,8g-'(*)80*,0*-u**00*p*,600*,*,u,%*2-0#6'066#,**, #*>883-05@/0552-dV*@*#25,@-*;55@/5,h,%*2'*,0#5WBCDJW)HDKfHM8%-0550@*@>052-*#,>*, 0*'(,828>*,*0-02 *, #5) 0*G)8 (*0 U,%*2'*,0#6GH 10 P*,/28*@ 88% (*0 '8,-6G*,0*,>*@#5>*,@*'8,-6G*,0%5,-0**@-G**#%*N*,/88#8332,*O838,2,*U,%*2*,H"#NL,@#* '50*>8#**, /5,,/28*@ 8) (*0 >*@#5> /5, '8,-6G*,0*,W 0* U*0*, P*2*/,>X*#/5#,>W /*#0#86U*, *, >*G5%HS88#52-,8>>**30@*'8,-6G*,0/88#P*2*/,>X*#/5#,>*,/*#0#86U*,@*/88#%*6#55,(*08332,* U,%*2%5,552H 155#, **, U,%*2'*,0#6G %U520*0-G8,08# 8,0U%%*2@W U55#G** U,%*2'*,0#5, V*@*#25,@ %6,,*, U8#@*, /*#>*2*%*, G*0 *2%55#H 8G-'(#L/,> )#*-050*- *, /*#U5'(0*%U520*0P*@088%@*G8>*2L%(*@*,8G@**/52650*/5,(*0%25,00*/#*@*,(*@8,@*#N8*%0* /*#052*,,55#*/*,06*2*55,)5--,>*,/5,N8U*2,@/@6*2*8,@*#@*2*,W52-88%/5,(*0/822*@>*)52*0/5, 2*/*#,>*,W-*#/'*-*,@*,-0*,@*55,@*(66#@*#-U8#@055,>*P8@*,H=*0-@55#8GP*25,>#L%8G(*0 %U520*0-5-)*'0G**0*,*G*,,(*0-*#/'*%8-0*,)#8'*-*,8)P5--(*#/5,@*2*/*#,>*,*,@*,-0*, /*#@*#0*>55,8)0G52-*#*,,(*055,0#*%%*2L%G5%*,/5,(*0U,%*2'*,0#6GH &*#/'*%8-0*,U8#@*,88%-0**@-G**#,/*#P5,@>*P#5'(0G*0@66#N55G(*@H166#N55G(*@(**3088%0* G5%*, P*@#L3-*0(*%W G550-'(5))*2L% /*#5,0U88#@ P*2*>>*, *, 60*,@*2L%Z>#8*,*>*P86U*,[dS*#G*62*,<h*G5,WBCDCW)HJCBfHM8%(*0-8'552OG550-'(5))*2L%* P*@#L3-5'0/0*0*,*#)2550-/,@*,H 10(883@-06%(**30G*@*5,0U88#@>*>*/*,8)@*@**2/#5>*,DHD080*,G*0DHj*,@**2/#55>jHB*,JHBH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

49 3. SERVICEKOSTEN BIJ WINKELCENTRA: NEDERLAND "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

50 3.1 Stakeholdersanalyse en samenwerking Stakeholdersanalyse R,,*, d)25,g50> *, & /5, (*0 U,%*2'*,0#6G /88# *>*, #*%*,,>,*G*,W G55# 88% 55, **, *b0*#,* 8)*#508,**2,/*56H +80 (*0 8)*#508,**2,/*56P*(88#0(*0 P*2*>>,>W >*/52 (*0 U,%*2'*,0#6GH 155#G** PL (*0 U,%*2'*,0#6G P*0#8%%*, *, G8*0 (L /88# (*0 /5-0>8*@ 8)0G552 #*,@**#0 d/5, 1#*2W BCDCW))HBEOBifH =*0 /5-0>8*@G5,5>*G*,0 L5#*, P*(88#2L% /*#5,@*#@ ds*#g*62*, < h*g5,w BCDCfH h55# /88#(**, Figuur 19 De vastgoedmanament piramide volgens Graaf (2011) (*0 /5-0>8*@P*(**# -2*'(0-,-05,@(86@,>/5,(*0/5-0>8*@U*#@P*@8*2@W8G/50(*00*>*,U88#@>**,>#80*@/*#-0*055,05%*,W8) /*#-'(22*,@*P*2*@-,/*56-dA5,--*,W\\\,>#@W<&G0-WBCC]fH1*N*P*2*@-,/*56-NL,F &0#50*>-'(,/*56d)8#0*3*622*G5,5>*G*,0f o =*#U8#@0(*0)25,>*/8#G@/88#@*(*2*/5-0>8*@)8#0*3*622**,@*,0**,60/28*-*20* NL,/5,@*@8*2-0*22,>*,/5,@*8,@*#,*G,>H +5'0-'(,/*56d5--*0G5,5>*G*,0f o =*# /*#052,> )2550- /5, (*0-0#50*>-'( )8#0*3*622*)25,, **, '8,'#**0 8PL*'0P*2*@H92-P5--(*#/88#@*,*,@*)*#38#G5,'*5,527-*-/5,@*8PL*'0*,,@* )8#0*3*622*H=*#60%8G0PL/88#P**2@(*0P*-2608G@88#0**b)280*#*,W0*#*,8/*#*,W (*#8,0U%%*2*,W/*#%8)*,*,5k6-0*H M)*#508,**2,/*56d)#8)*#07G5,5>*G*,0f o =*#/,@@*60/8*#,>/5,(*08PL*'0P*2*@)2550-HM)@0,/*56N*L*)5->8*@(8* G620@-')2,5#(*0/5%>*P*@-H=*08)*#508,*2*,/*56N*L*0*#6>,(*05@G,-0#50*3 G5,5>*G*,0W 3,5,'**2 G5,5>*G*,0W 0*'(,-'(X35'205# G5,5>*G*,0 *, '8GG*#'**2 G5,5>*G*,0d?#553WBCDDW)HDCfH 1*/5-0>8*@)#5G@*088,0-0*#%*>*2L%*,--*,G*0@*G5,5>*G*,00#5@*WN852-@*,@*P*@#L3-%6,@* U8#@0 >*07)**#@H )#5G@* >*255>@(*@ 55,>*>*/*, G*0 P*0#*%%,> 080 P*2*@ *, P*-260/8#G,>HS82>*,-S5,M-dS*#G*62*,<h*G5,WBCDCW)HDpf@6@0@*)#5G@*/8#G*#8)@50@* -0#50*>-'(*255>/5,@*G**-0*8#>5,-50*-/55%%2*,*#-,8G/5,>@5,@*05'0-'(**,8)*#508,*2*255>W G55#k65P*-260/8#G,>@*(88>-0*-,@*(*#5#'(*H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

51 )#83*--8,52-*#,> /5, (*0 **, #*250* 55,>55, P*2*>>*#*,8)N8*%>55,,55#,*6U*%5,-*,, *,,*6U* G5#%0*, 8G 60 0* %6,,*, \, U**#>*>*/*,H Figuur 20 Vastgoedbeleidsproces /W(&>(%6(. P A#(>*.L 9S'SL<K'X3 9,-8338,@*#-'(*@/*#/*#-'(22*,@*>#8*-0#50*>**,25,>-@*@G*,-*-/5,)#8@6'0*,G5#%0/88#(*0 /*#P*0*#*, G5#%0)8-0* /5, **, 8#>5,-50*H 08*)5--*, 8) (*0 /5-0>8*@G5,5>*G*,0@5,8,-0550(*0-'(*G5/5,(*#,55-0dS*#G*62*,<h*G5,WBCDCW)HD]fH 1*/*#>#8*-0#50*>**,/88#@*/5-0>8*@G5,5>*G*,08#>5,-50*%6,,*,52-/82>0U8#@*,>*@*3,**#@ ds*#g*62*,<h*g5,wbcdcw)hd]ff DH :5#%0)*,*0#50*F G**# (6@>* G5,5>*G*,05'0/0*0*, 55,P*@*, 55, P*-055,@* 8)@#5'(0>*/*#-n BH M,0U%%*2,> d*, 8)0G52-50*f G5,5>*G*,05'0/0*0*, 55,P*@*, 55, P*-055,@*8)@#5'(0>*/*#-n jh :5#%08,0U%%*2,>F (6@>* G5,5>*G*,05'0/0*0*, 55,P*@*, 55,**,,*6U07)*8)@#5'(0>*/*#n JH 1/*#-3'50*F,*6U* G5,5>*G*,05'0/0*0*, 55,P*@*, 55,**,,*6U07)*8)@#5'(0>*/*#H h5,,**#@*/5-0>8*@g5,5>*g*,0)#5g@* U8#@0 >*)2550-0, (*0 >#8*G8@*2 /5, 8) U*2% P8/*,>*,8*G@* >#8*-0#50*>**, /5, 08*)5--,> NL,H ds*#g*62*,<h*g5,wbcdcw)hd]f Figuur 21 Vier groeistrategieen voor vastgedmanagement volgens Ansoff (Vermeulen & Wieman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`0,./&*/5**)/:"/.%5.%%) -*#/'*%8-0*, (5,>0 G*0 /**2 35'08#*, *, 5'08#*, (%;%5=4"DNA -5G*,H=*0-@55#8G/5,P*25,>8G0*U*0*,(8*@* Figuur 22 quote interview /*#-'(22*,@*P*0#8%%*,5'08#*,(6,#82,/622*,,(*0 & -*#/'*%8-0*,)#8'*-HMG-05%*(82@*#-,N'(0*2L%0*G5%*,-(*#08*(*0/82>*,@*-'(*G58)>*-0*2@F "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

52 Huurder Huurder Verhuurder Beheerder Consument Consument Winkelcentrum Beheerder Grote ketens Banken vastgoedmanag ers de 'klant' Verhuurder/ eigenaar Franchisers Pensioenfondse n/beleggers verhuurder/ beheerder ineen Belegger/ financierder zelfstandig ondernemers Private investeerders particuliere beheerders Figuur 23 Overzicht stakeholders en actoren (eigen bewerking) R"g9V?"V&9:"V?"S9+ NL%6,,*,60/8*#*,8)(*0)#8'*-WP*%,8)0U**#>*>*/*,F "#%&'()%* "#%& "#% ""#%# O0#5,-)5#5,0*,(*0)#8'*- O>**,-*#/'*%8-0*,WG55#Z(6-/*-0,>-25-0*,[ O"#""%&'(")*'("+,'-./&.,#," "#%%#&"#' "#%&'()"*"%'+ "#%&'#( O"#%&"'()"*+,"-#.%'"*+/0+12/#'")%*,)((03 O"""#%&"'%("(())*%+,)(,+"-."*/01"2%.-"(34*".-)-0"/"*,%"50(,6 O"#%""#%&'() O"#%&'#(()'(%'*(+)+, Tabel 7 Stakeholdersanalyse en belangen (eigen bewerking) R*(52/*@*dP*25,>#L%-0*f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abel 8 Analyse belangenorganisaties en hun belangen (eigen bewerking) "## "## "## "#% "## "##% "## "## "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

53 "#%&#'()*+#,-.#( "#%& "#% "#%&'( "#%#& O,*6U*/8#G*,/5,(6#*,*,'8,0#5'0*, O"#%#&'()(*%+(,-./+,') O/5-0*)#L-W/5-0>*>*/*, O""#%"&&'(()#"#*''&+,,&&)()-,."/"&01*,&+1 O""#%&'(#)*+,)&)-.*/),(%)0&).)-%&1(#)-&-)02)')0%&3*+& "#%%& "##% "##% ""#%#&'%#%()*)(*%(+,-%)./0,1#2(*%3)%4 "#%&"'()*"+,%+-%"+,.+,/00#1"#) "##% Tabel 9 Overzicht overige stakeholders en belangen (eigen bewerking) Samenwerking tussen stakeholders Z=*0'8GG*#'**2G5,5>*G*,0/5,U,%*2'*,0#5(**30N'(@*53>*28)*,@*'*,,5-0*#%8,0U%%*2@H=*0 U,%*2'*,0#6GG5,5>*G*,0-**,-)*'3*%/5%>*P*@>*U8#@*,H155#(*0/#8*>*#P*-08,@60/*#(6#*, /5, **, U,%*2#6G0* U5- /#L>*%8G*,W - (*0 U,%*2'*,0#6GG5,5>*G*,0 0*>*,U88#@> '8GG*#'**2-6''*-0*G5%*,H\,8,@*#-055,@*3>66#-@6@*2L%0*N*,U55#8GU,%*2/5-0>8*@**, -)*'52*55,@5'(0/*#%#L>0P8/*,8)@*%5,08#*,*,U8,,>*,G5#%0dS*#G*62*,<h*G5,WBCDCW)HDJKfH Figuur 24 De cyclus van winkelvastgoed (Vermeulen & Wieman, 2010) "*,>8*@*#*250*G*0@*(66#@*#-/5,P*25,>*,8G,N'(00*%6,,*,%#L>*,,@*'8,0,60*0/5,@* 6_@Z6]@8\U S82>*,- T25038#G jd dt25038#g jd *0 52HW BCDJW )H Bjf NL, /**2 #822*, *, /*#5,0U88#@*2L%(*@*,, U,%*2>*P*@*, PL -)*'3*%* -)*2*#- %8G*, 0* 2>>*,W dhhhhfw d,@/@6*2*f05%*,*,/*#5,0u88#@*2l%(*@*,g5%*,-5g*,,8>>**,>8*@u,%*2>*p*@[h=*0-@55#pl,8@>@50)5#0l*,@*5'0*-8)*2%55#53-0*gg*,*,@88#8,0u%%*2*,n8@50nl*2%55#%6,,*,/*#-0*#%*,*, -)*2*#-2*/*#0,*0522**,G**#,N'(0WG55#P*@0G8>*2L%(*@*,8G(*0U,%*2>*P*@52-**,>*(**20* )8-08,*#*,#'(0,>@*'8,-6G*,0H=*0/88#@**2/5,**,)25,G50>8,0U%%*2@U,%*2'*,0#6G-@50*# -)#5%*-/5,xx,83**,%2*,55,052*>*,5#*,[dS5,&8*-0WBCDJfH=*#@88#-(*0#*250*3**,/86@>8G@* -5G*,U*#%,> G*0 #*052*#- 55, 0* >55, /5 **, U,%*2*#-/*#*,>,>H /5, **, U,%*2*#-/*#*,>,>-(*0P*(5#0>*,/5,@*P*25,>*,/5,@*#*052*#-*,(*0P*#*%*,/5,@8*2*,@* >*N5G*,2L%U8#@*,,5>*-0#**3@[dS5,&8*-0WBCDJfH "## "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

54 5-)*'0*,/5,P*25,>F RA8#<%'5*/,"&"4,#2? SAE"'1,;")+*4,/",/? #6G0*/5,(*0U,%*2'*,0#6GH TA7*')"/,#2? =*0,5-0#*/*, /5, **, >*#'(0-8G 0* %8G*, 080 U,%*2'*,0#6G G5#%*0,>5'0/0*0*, 8) -8'52 U*P-0*W */*,0-W G5#%*0,>'5G)5>,*-W *0-)#8>#5GG5[-H 3.2 Relatie servicekosten, huurprijs & huisvestingslasten =*0 -*#/'*%8-0*,)#8'*- P*/50 (*0 /*#288) /5, %8-0*, /88# (*0 60/8*#*, /5, Verhuurder/eigenaar Beheerder Huurder servicekostenpakket contracteren van samenstellen partijen/aannemers werkzaamheden zorgen voor overdragen aan administratieve beheerder verwerking afrekening van de servicekosten Figuur 25 Servicekostenproces in diagram (eigen bewerking) moet betalen voor geleverde diensten dmv de servicekostenafreken ing heeft verder geen zeggenschap (Promotie -kosten) Huurkosten Servicekosten Huisvestingslasten Figuur 26 Huisvestingslasten in diagram (eigen bewerking) =6-/*-0,>-25-0*,*,*b)28050*%8-0*,%6,,*,P*(88#2L%/*#-'(22*,)*##*052*#*,)*#U,%*2'*,0#6GH1* (6-/*-0,>[ R8*#W BCC]fH "b)28050*%8-0*, P*0#*%%,> (*PP*, 8) (*0 >*P#6% /5, **, %5,088#OW U88,W 83 U,%*2#6G0*H V"VO,8#GW V"VO"V DEBBD 45'207 :5,5>*G*,0 dq"vw N8>*(*0*, -*#/'* 2*/*2 5>#**G*,0-H 8/*#**,%8G-0*, "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

55 Huisvestingslasten (Facilities) Investeringen Huisvesting Services Middelen Gebouw (huurlast) Gebouwinstallaties (collectief) Belastingen Heffingen Verzekeringen Energie onderhoud schoonmaak vuilafvoer receptie beveiliging etc. Inrichting kantoorbenodigdheden telecommunicatie datacommunicatie Figuur 27 Overzicht huisvestingslasten en investeringen volgens NEN. naar (Verkerk, 2012) en eigen bewerking 3.3 Juridisch kader U*0O *, #*>*2>*/,> 5'08#*, N'( G8*0*, '8,3#G*#*,H "# - **, >*P#*% 55, )5%%*0U8#@0/55%,@*(66#8/*#**,%8G-0/5-0>*2*>@WG55#@0-/55%**,P#*@*8G-'(#L/,>/5,@* 2*/*#,>*,*,@*,-0*,@*U8#@*,55,>*P8@*,*,%5,(*#,52-,8>**,>#80*/5#50*8)0#*@*,*,NL,@* >#*,N*, /55% /55>H "# U8#@0 PL/88#P**2@,*0 **, #820#5) G5bG552 **, 55,052 8,@*#(86@-P*6#0*,G5>(*PP*,)*#L55#W*,@50@*N*,50*,L55#PL/88#P**2@U**#/*#/5,>*,G8*0 U8#@*,8G@505,@*#-@*8,@*#(86@-%8-0*,8,*/*,#*@>(88>U8#@*,H IX6]_7EFY6Z\\Z@B@GIH_JJ6Z@B^^8U :*,,**G0/55%**,N8@5,>>#80*2L-08)55,2*/*#,>*,*,@*,-0*,8),@*(66#8/*#**,%8G-0*,@* G8>*2L%,@*-*#/'*%8-0*,%6,,*,U8#@*,@88#>*/8*#@WG55#U55#/*#/82>*,-,8>**,*b0#55#0%*2 U8#@08)>*,8G*,U55#,-0550FZP8/*,-055,@*8)-8GG,>-,*02G050*3[H:*05,@*#*U88#@*,W(*#55, %6,,*,>**,#*'(0*,U8#@*,8,02**,@*,U5,,**#**,/*#(66#@*#**,@6@*2L%/*#(552(**30%5,**, /*#(66#@*#X*>*,55#@*N*%8-0*,52-,8>,@*-*#/'*%8-0*,@88#/8*#*,H 3.4 Financieel kader =*0 3,5,'v2* %5@*# -*#/'*%8-0*, G,-0*,- N8 P*25,>#L% 52- (*0 L6#@-'( %5@*#H U*25,@*#-P*,5@*#@HS88#**,(66#@*#G5%*,-*#/'*%8-0*,@**260/5,NL,(6-/*-0,>-25-0*,HS88#**, /*#(66#@*#NL,-*#/'*%8-0*,*/*,**,-%8-0*,@*@#6%%*,8)NL,#*,@*G*,0H=*0#*,@*G*,0/5,@* /*#(66#@*#-0550@6-8,@*#@#6%,55#G50*@*-*#/'*%8-0*,(8>*#U8#@*,H &*#/'*%8-0*,X(66#)#LN*, =66#)#L-F rkecwo &*#/'*%8-0*,F recwo 408**6Y Z[SSL\ m8-0*,=66#@*#f riccwo \,%8G-0*,S*#(66#@*#F rkecwo Tabel 10 Voorbeeld uitwerking financiele relevantie (eigen bewerking) ]6[^_J6\]7\I /88#P**2@P*#*%*,,>H=*#,NL,@*/*#-'(22*,@*8)/500,>*,/88#@*/*#(66#@*#*,(66#@*#@6@*2L%0* N*,H V5G*2L% (*0 8G255> P#*,>*, %8-0*,H -*#/'*%8-0*, 25>*# NL, (86@0 **, /*#(66#@*#G**#,%8G-0*,8/*#*,@6-**,P*0*##*,@*G*,0HS88#@*(66#@*#@088%**,/*#P*0*#,> 8G@50(L,8>G55#DP*@#5>(8*30530*#*%*,*,*,N'(,*0G**#P*N>(8*300*(86@*,G*0**,/88#-'(80 "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& &

56 %U520*0, #*250* %8-0*,H =*#PL - ]CXBC #*>*2 /5, T5#*08 P*25,>#L%8G%8-0*,*,%U520*0530*U*>*,HS55%%8-0(*0,5G*2L%G55#BCc*,*#>*8G/5,**,B**,] 0*G5%*,WG55#%8-0(*0]Cc*,*#>*8G/5,**,]**,DC0*G5%*,dm8'(WBCDDfH4-'552>*N*,(**30@0 /88#O*,,5@*2*,H55,>*N*,PL%8-0*,*,8)P#*,>-0*,5,@*#*3-'52*#*>*2->*2@*,W-(*0,P*)552@* >*/522*, /88#@*2>*# 8G **, P*0*# #*,@*G*,0 0* (*PP*, *,, 5,@*#* -0650*- - (*0 3-'552 >*N*, /88#@*2>*#8G**,25>*##*,@*G*,00*(*PP*,Hh*0O*,#*>*2>*/,>/*#5,@*#0-,*28)@0>*P*@H=*0-/5, P*25,>8G@0/88#**,3b*@3**G*0P*0#*%%,>080(66#25-0*,*,-*#/'*%8-0*,@6@*2L%60**,0*N*00*, - **, 55,P*/*2,> G5#%0 8G (*#8/*# **, -05,@)6,0, 0*,*G*,H RL **, 3b*@ 3** -*#/'*%8-0*,G*0(8@*G8*0U*2**,@6@*2L%/*#-'(2U8#@*,>*G55%006--*,522O,(6#*,*,3b*@3**-HRL 522O,(6#*,NL,@*-*#/'*%8-0*,PL@*(66#)#L-,P*>#*)*,WPL3b*@3**U8#@0**,/5-0P*@#5>55, -*#/'*%8-0*,,55-0@*(66#)#L-53>*-)#8%*,H=*0-@55#,55-0/5,P*25,>8G55,0*>*/*,U50(*055,@**2 -*#/'*%8-0*,-0*,8)N'(0*/5,@*(66#)#L-H=*0*33*'0/88#**,/*#(66#@*#->#80*#@5,/88#**, (66#@*#H "*, /*#(66#@*# >550,5G*2L% PL **, 522O, (66# 60 /5, **, (8>*#* (66#)#L- d,'26-*3 -*#/'*%8-0*,f0*#UL255,NL,%8-0*,(8>*#U8#@*,dP*052*,/5,55,@**2-*#/'*%8-0*,fHS88#**,(66#@*# P2L30@0*'(0*#G,G552W55,>*N*,NL,(66#*,-*#/'*%8-0*,WP*@*,%8-0*,NL,H 3.5 Analyse van typen servicekosten S82>*,-S*#G*62*,dBCDCf%6,,*,@*-*#/'*%8-0*,%6,,*,,@*>*(*2*/5->8*@G5#%0>#83U*>U8#@*,,>*@**2@,N*/*,(883@%8-0*,)8-0*,W0*U*0*,dS*#G*62*,<h*G5,WBCDCW)HBCKfF DH 5@G,-0#50*%8-0*, BH *,*#>*%8-0*,d,'26-*3U50*#f jh,>*(66#@*@*,-0*, JH 8,@*#(86@-'8,0#5'0*, EH (*33,>*,*,P*25-0,>*, KH /*#N*%*#,>*, \,PL25>*B-/*#@*#8,@*#-'(*@>*G55%08/*#U55#@*N*%8-0*,/82>*,-S*#G*62*,dS*#G*62*,< h*g5,wbcdcw)hbckf60p*-055,h &T"Q\4\"m"&\+.9+\"&R\Ah\Vm"gQ"V+;9 RL **, 55, *-W *, -)*'3*% PL U,%*2'*,0#5W -*#/'*%8-0*, #**@- 8G 55,/622*,@* 53-)#5%*,H1*N*53-)#5%*,NL,/88#,5G*2L%/5,08*)5--,>PLG62036,'08,*2*'8G)2*b*,W'8GG*#'*2* 53-)#5%*,*,P,,*,/-P60*,U,%*2-dS*#G*62*,<h*G5,WBCDCW)HBDCfF RA704/,<0#;/,%#"4";%5=4"D"#? %8-0*,@#5>*#-H=*0-@55#PLG8>*2L%@50*#88%/*#@**2-2*60*2-U8#@*,>*G55%08/*#U*2%*%8-0*,@#5>*# 55, U*2%* %8-0*,)8-0 PL U5,0 230 )5#%**#>5#5>*,55# (*0 U,%*2'*,0#6G-0550/88#P*@*8,@*#@*2*,,@*,-0H",-'(88,G55%/88#**,52>*G*,*)5--5>*@*88% >*2@0/88#@*U8,,>*,*,%5,08#*,WN5288%8/*#@*U8,,>*,*,%5,08#*,/*#@**2@G8*0*,U8#@*,H =*#@88# G8*0*, *# 88% G**#@*#* d2**- (*#F /*#f -*#/'*%8-0*,P*>#80,>*, *, 53#*%*,,>*, U8#@*, >*G55%0G*0522*#2*/*#-'(22*,@*/*#@**2-2*60*2-dS*#G*62*,<h*G5,WBCDCW)HBDCfH SAF%55"';,"4"*<.='*)"#? RL'8GG*#'*2*53-)#5%*,G*0N8>*(*0*,Z5,'(8#0*,5,0-[%8G0(*0-0**@-/5%*#/88#@50*#88%53-)#5%*, U8#@*,>*G55%08/*#(*02G0*#*,*,G5bG52-*#*,/5,@*-*#/'*%8-0*,HS**252NL,@0>#80*#*(66#@*#-W N852--6)*#G5#%0*,W>#80**2*'0#8,'5N5%*,*,>#80*G8@*%*0*,-H1*N*Z5,'(8#0*,5,0-[(*PP*,**,-0**@- >#80*#*G5'(0,@*(6@>*G5#%0*,%6,,*,@55#8G/5,@*/*#(66#@*#*-*,@50NLG55#**,P*)552@ P*@#5>55,(66#25-0*,*,-*#/'*%8-0*,U22*,P*052*,WPL/88#P**2@@50(LG5bG552rECCWO)*#GBU2 "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

57 TAX,##"#1.A>0,/"#+,#)"4. M) P5-- )5#5>#553 -*#/'*%8-0*,)8-0*, U*2%* 0*/*,-, **, m8-0*,)8-0*,-*#/'*%8-0*,53#*%*,,> DH BH "2*%0#5 jh?5- JH =6-G**-0*# EH d#*>62*#f&'(88,g55% KH S62/*#U*#%,> ih ]H R*/*2>,>*,-6#/*225,'* ph DCH &)#,%2*#, * DDH g30*, DBH ;820#5))*, Dj DJH DEH Tabel 11 Opsomming kostenposten servicekostenafrekening (eigen bewerking) MS";\?"TM&+"VdS*#G*62*,<h*G5,WBCDCW)HJCif RA#"'2,""#+*/"'5*#*2"5"#/ =*0*,*#>*G5,5>*G*,0-/82>*,-"/*#-dS*#G*62*,<h*G5,WBCDCW)HJCif **,'8,0,6)#8'*-/5,F \,/*,05#-*#*,F B44"*.=";/"#&,">"/'")),#2:">>"#%=:"/2">'0,)1*#"#"'2,">,##"# ""#2">%0+5%"/"#+%'&"#2",#1"#/*',.""'&A :*0*,F ],/2**/%5:"/5"/"#1*#2*.-3+*/"'-3"#"4")/'*1"'>'0,)*4.%%) %5&"'"&0;/,"1*#F_S0,/./%%/A ;*>-0#*#*,F 6"2,./'"'"#1*#&"5"/,#2"# S*#P*0*#*,F _= >*.,. 1*# &" 0,/)%5./"#,# &" 1%%'2**#&" <*."# )0##"# Figuur 28 Cyclus correct ct en efficient energymanagement (Evers, 2010) 1"'1%42"#.1%%'./"44"#1%%'1"'>"/"',#2"#+%'&"#2"&**#A "/52652*#*,F c,v#&">".=*',#2"#&**&+"')"4,v)2"'"*4,.""'&a SA^4",#&*2"4,V).%#&"':%0& RL *, #*,8/50* >550 (*0 /88#,5G*2L% 8G /*# )#,')* (*0 1*>*P#6%0*G50*#52*,F U">'0,)1*#&00'(*5"5*/"',*4"#"#2""#.;:*&"4,V)"5*/"',*4"#%<./%<<"#A "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

58 F%#/'%4""'%=5%2"4,V):"&"#5"/>"/'")),#2/%/:"'2">'0,)1*#5*/"',*4"#"#&"'2"4,V)"A _=""#V0,./"5*#,"'%52**#5"/'"./='%&0;/"#"#*<1*4A^0##"#&"("5%2"4,V)+%'&"#2"'";9;4"&K TAB<1*41"'+"'),#2 1* 53/52/*#U*#%,> - */*,**,- **, -*#/'*%8-0*, PL U,%*2'*,0#5 /88#%8G0H @66#N55G(*@*,-(*0,@50%5@*#@6-**,ZU,OU,[-0650*H ba8#)%%=5*#*2"5"#/1*#%#&"':%0&.;%#/'*;/"#"#&"'2"4,v)" =*0>8*@,%8)*,/5,2*/*#,>*,*,@*,-0*,-*--*,0**2/88#@*P*(**#-,>/5,@*-*#/'*%8-0*,H jhk 9,527-*/5,@*/*#-'(22*,@*-*#/'*%8-0*,G*0(8@*, \,@*/82>*,@*)5#5>#53*,U8#@*,@*@#*/*#-'(22*,@*-*#/'*%8-0*,G*0(8@*2*,'HkHG*0(8@*,60**, >*N*0H1*/*#-'(22*,@*G*0(8@*,NL,F 1*(6@>*-*#/'*%8-0*,G*0(8@* 1*3b*@3**-*#/'*%8-0*,G*0(8@* 1*#-'8)5#0')*#*,@-*#/'*%8-0*,G*0(8@* S5,*2%*G*0(8@*U8#@0**,602*>>*>*/*,8/*#(*0G8@*2*,U8#@*,@*/88#O*,,5@*2*,/5,@*(66#@*#W /*#(66#@*#*,/5-0>8*@G5,5>*#,5@*#08*>*2'(0H Servicekostenmethoden Huidige servicekostenmethode Fixed Fee - methode Partnership - methode Randvoorwaarden / SWOT analyse Randvoorwaarden / SWOT analyse Randvoorwaarden / SWOT analyse voordelen nadelen voordelen nadelen voordelen nadelen Figuur 29 Analyse servicekostenmethoden in Nederland (eigen bewerking) 155#,55-0-,PL25>*J/5,@08,@*#N8*%**,60>*P#*@*60**,N*00,>>*>*/*,G*0P*0#*%%,>080@* /*#-'(22*,@*-*#/'*%8-0*,G*0(8@*,W/88#O*,,5@*2*,)*#5'08#W**,&hM+5,527-*)*#G*0(8@**,@* #5,@/88#U55#@*,*,#-'8[-)*#G8@*2H RA]":0,&,2"."'1,;")%./"#5"/:%&" RL@*(6@>*-*#/'*%8-0*,G*0(8@*8,0P#**%0(*0/88#,5G*2L%55,0#5,-)5#5,0*,(*0)#8'*-*,@* :**#0#5,-)5#5,0*8G0#*,0@*53-)#5%*,8/*#@*2*/*#,>*,*,@*,-0*,n :**#0#5,-)5#5,0*,@*53#*%*,,>W@88#P*25-0,>*,602*>/5,@*%8-0*,)8-0*,n "*,G**#6,38#G**,-05,@55#@53#*%*,,>G*0/5-0*%8-0*,)8-0*,*,@6@*2L%*8G-'(#L/,>n S5-02*>>*,/5,8,@*#@*2*,*,53-)#5%*,,@*2*/*#,>*,*,@*,-0*,,**,@*G5#'50*2L-0n S5-0>*-0*2@*53#*%*,0*#GL,WPL/88#P**2@P,,*,j080G5bG552KG55,@*,,553288)/5,(*0L55#n =*0P*@#5>55,08,*,*,8,@*#P86U*,G*0'8,0#5'0*,8G@*)#L-X%U520*0/*#(86@,>0*08*0-*,n :8>*2L%(*@*,080'8,0#82*/5,*b0*#,*W8,53(5,%*2L%*)5#0L*,n?8*@*dL6#@-'(*f/5-02*>>,>,@*(66#8/*#**,%8G-0WP*(**#8/*#**,%8G-0*,,%88)'8,0#5'0*,n =*0 (6@>* -*#/'*%8-0*,)#8'*- G8*0 /88#,5G*2L% 8) P8/*,>*,8*G@* )6,0*, U8#@*, 55,>*)5-0 *, 60>*P#*@WU2(*0*#08*2*@*,@50*#G,@*#U#L/,>,@*G5#%0-*,)5#0L*,G**#/*#0#86U*,%#L>*,, "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

59 **, L6-0* *, '8##*'0* -*#/'*%8-0*,53#*%*,,>H @*N* 53-)#5%*, G8*0*, **, U55#55, )5#0L*, N'( '8,3#G*#*, 0*/*,- SAO,D"&<""."'1,;")%./"#5"/:%&"? S5-02*>>,> /5, 53-)#5%*, 8G0#*,0 U5#G0*O *, *2*%0#'0*0-2*/*#,>*, +*'5/"+"/ (*0 TA]"',.,;%=*'/,;,="'"#&"."'1,;")%./"#5"/:%&" "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

60 %#5'(0*,W NU5%0*-W %5,-*, *, /5, *2%* NL,,**#>*N*0H 1*N* 5,527-* - 0*2%*,- 8)>*P86U@/5,60(*0/88#>55,@*,@*)5#5>#553->*-'(*0-0*,U508,@*#5,@*#*60@*,0*#/*U-,55# /8#*,->*%8G*,H\,@*&hM+O5,527-*U8#@*,8,@*#@*-0*#%0*-*,NU5%0*-@*)6,0*,/*#-055,@* #*'(0-0#**%-P*0#*%%,>(*PP*,8)@*>*-'(*0-0*G*0(8@*HM,@*#%5,-*,*,P*@#*>,>*,NL,)6,0*, 8)>*,8G*,@*,8>,5@*#8,@*#N8'(0G8*0*,U8#@*,W@5,U*2U55##*%*,,>G**G8*0U8#@*,>*(86@*, 0L@*,-(*0>*P#6%83G)2*G*,050*/5,(*0-7-0**GH.0@*&hM+O5,527-*U8#@0>*'8,'26@**#@(8*(*0 -*#/'*%8-0*,-7-0**G%5,U8#@*,>*G)2*G*,0**#@*,(8*(*0-7-0**G-6''*-/82%5,NL,d1H@*S#*-W BCDCfH=*#PLG8*0*,@*/82>*,@*)6,0*,,5'(0U8#@*,>*,8G*,F 1*-0*#%0*-/5,@*G*0(8@*G8*0*,P*(86@*,P2L/*,n 1*NU5%0*-G8*0*,U8#@*,8G>*P86U@,55#-0*#%0*-n m5,-*,g8*0*,>*yg)2*g*,0**#@u8#@*,,@*g*0(8@*n R*@#*>,>*,G8*0*,,>*'52'62**#@U8#@*,*,#-'8[-G8*0*,N8255>G8>*2L%NL,H =*#60U8#@*,@*'8,'26-*->*0#8%%*,G*0P*0#*%%,>080@*/88#O*,,5@*2*,*,#5,@/88#U55#@*,/88# *@*#-7-0**GH1*@#*-7-0*G*,G*0@*/88#*,,5@*2*,)*#5'08#NL,,8,@*#-055,@*G50#b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d@*S#*-WBCDCfn /88#(*0P6@>*00*#*,d(66#e-%-5G*,fH OR*@0G8>*2L%(*@*,G*0P*0#*%%,>080(*08)N*00*,/5, &g9d&*#/'*g*/*29>#**g*,0f8g%u520*00*g*0*, O;-'8@50>*P8@*,-*#/'*,*0>8*@-*,8,/82@8*,@* %U520*0(**30H10#-'8%5,U8#@*,53>*@*%0@88#(*0 53@U,>*,/5,**,>8*@*&g9d&*#/'*g*/*29>#**G*,0f d@*s#*-wbcdcfn O V*0 >*P#*% 55, 8,@*#P86U,> *, /*#@*),>H OS*#(66#@*#%5,%8#0,>>*/*,8)-*#/'*%8-0*,,)2550- /5,(*0>*/*,/5,(66#%8#0,>d8))5--*,/88#P525,-fn O:8>*2L%*P*-)5#,>*,%6,,*,U8#@*,>*P#6%0/88#,/*-0*#,>*,,(*0>*P86UWU55#@88#@* %U520*0,8>G**#N52/*#P*0*#*,n O=*0-**,0#>>*#8G*33'v,0*,-'(*#),0*%8)*,H O;-'8@50/*#>8*@,>,*0@*%%*,@-n -,*>50*3/88#@*P525,-/5,/*#(66#@*#n8,L6-0*P525,- 06--*,,%8G-0*,d(66#e-%f*,(8>*#*60>5/*,d-%f O=*0-**,0#>>*#8G*33*'0*3*,*33'*,0,0*%8)*,n OS5-0>8*@G5,5>*#-P*0*#,-05508G**,N8/88#@*2> *'8,8G-'()5%%*0-5G*,0*-0*22*,n O=L(8*30,*025,>*#**,53#*%*,,>0*G5%*,U5,0522*-- #**@-P*0552@d@*S#*-WBCDCfn O"#%5,/*#U5##,>8,0-055,@88#G)2*G*,050*/5,G**# -7-0*G*,)/6,38#G-7-0**Gn OdP*-055,@*f'8,0#5'0*,d(66#8/*#**,%8G-0*,W 8,@*#(86@-'8,0#5'0*,*,P*(**#8/*#**,%8G-0*,f G8*0*,U8#@*,(*#N*,n O#-'8/*#@*2,>06--*,/*#(66#@*#W(66#@*#*, Tabel 12 Matrix voor- en nadelen per servicekostenmethode (eigen bewerking) O G**# 52**, #-'8H ;-'8 U8#@0 >*-)#*@ 8/*# /*#(66#@*# *, /5-0>8*@G5,5>*# OP*0*#*%8-0*,P*(**#-,>*,%U520*0-P*(86@ O=**30>**,/*#-'(2,%8-0*,X53#*%*,,>/88# (66#@*#W0*,NL(*0>*@**20*2L%>*3b**#@U8#@0 O;-'8@50>*P8@*,-*#/'*,*0>8*@-*, 8,/82@8*,@*%U520*0(**30H10#-'8%5,U8#@*, 53>*@*%0@88#(*053@U,>*,/5,**,>8*@*&g9 d&*#/'*g*/*29>#**g*,0fn O?*,0*>#**#@ 55,P*@*, O&7,*#>*/88#@*2*, -mu520*0(88>(86@*, O1#55>0N*2388%#-'8 -V*0G**#522**,N*23P*-2--*, OR*@0-7,*#>*/88#@*2*, -;-'8U8#@0>*-)#*@ OR*@0G8>*2L%(*@*,8G@*,-0/*#2*,,>0*,,8/*#*, O1#55>0N*2388%#-'8 OG8*0G**#,8/*#2*>G*0/*#(66#@*#53-0*GG*, d'8,0#5'0*#*,/5,)5#0l*,wg5,5>*,/5,)5#0l*,w *0'Hf "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

61 Y0,&,2"5%&"4 O,D"&<""5%&"4 6,.,;%=*'/,;,="'"#&5%&"4 m#5'(0*, d-0#*,>(0-f m5,-*, d8))*#06, 0*-f _U5%0*- du*5%,*-- *-f *, d0(#*50-f 88%PL*,*#>*2*/*#5,'*#-/5,08*)5--,>- O:**#0#5,-)5#5,0*/*#-'(533*,8/*#(*0)5%%*0 OM)N*00*,/5,**,6,38#G*2L-0/5, @#5>*, >*-280*,NL, G8>*2L%/*#-'(6/*, G**8G>55, U*,>#-'8*,(*PP*,/#L-)*2H OG8>*2L%*%8#0,>*,)/(66#/#Ld2*0U*28)P525,-`f OQ8,0#82*G8G*,0*,,P86U*, OM)N*00*,/5,&g9d&*#/'*g*/*29>#**G*,0f8G %U520*00*G*0*, 6,38#G-7-0**G )#85'0*/*U*#%,>f (66#8/*#**,%8G-0*, P*(**#8/*#**,%8G-0*, O/88#P*2*>>*#-G*0**,4R\O-0506-d4-'52*R*2*>>,> )/6,38#G-7-0**G *--*,0**2 0*2*>>*, O P*0*%*,0 8GN*00*, /5, dp*-055,@*f,%88)o *, 8,@*#(86@-'8,0#5'0*, OP*0*%*,0 8GN*00*, /5, dp*-055,@*f (66#8/*#**,%8G-0*, O P*0*%*,0 8GN*00*, /5, dp*-055,@*f P*(**#8/*#**,%8G-0*, O#-'8/*#@*2,> 06--*, /*#(66#@*#W (66#@*# *, /5-0>8*@G5,5>*#G8*0@6@*2L%U8#@*,8G-'(#*/*, 8GP*25,>*,/*#-0#*,>*2,>*,@-'6--*0*/88#%8G*, O,5@*,%*,8/*#(8*8G0*>55,G*02**>-055,@* 6,0-*,X83**,3522--*G*,0/5,(66#@*#-H Tabel 13 SWOT Analyse van de servicekostenmethoden (eigen bewerking) 188#522*5'08#*,W*,G*@*/5,60@*,0*#/*U-*,*b)*#0G**0,>-W%8G0,55#/8#*,@50(*0(6@>* -*#/'*%8-0*,)#8'*-08*-55,/*#,*6U,>*,*#P*0*#*53-0*GG,>8G0#*,00#5,-)5#5,0**,,N'(0,@* %8-0*,W@88#P*25-0,>W53#*%*,,>W*0'*0*#5G8*0%8G*,H188#@*#*-)8,@*,0*,U8#@*,N*%*#88%@* >*G)2*G*,0**#@N52U8#@*,H10/5,U*>*@*>#80*/*#5,@*#,>*,@*(*0G*0N'(G**P#*,>0W@*/5, >#80*,/28*@NL,8)@*(6@>*-7-0*G*,*,G*0(8@*,H:8>*2L%@50**,@*#>*2L%-7-0**G52-**,)280%5, U8#@*,>*G)2*G*,0**#@*,8)@*G5,*#/*#@*#%5,U8#@*,@88#8,0U%%*2@Hh5,0(*0-7-0**G,**, %**#W,522*U,%*2'*,0#5W@88#/8*#*,-,*0G8>*2L%H155#,55-0G8*0*,*#6,38#G*#'(02L,*,U8#@*, 8)>*-0*2@@*PL@#5>*,55,G**#0#5,-)5#5,0**,,N'(0,@*-*#/'*%8-0*,)#8'*--*,H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

62 3.7 Deelconclusie @* )#8P2*G50*% -*#/'*%8-0*, *, (*0 -*#/'*%8-0*,)#8'*- - *#,8> **, 55,N*,2L%* /*#P*0*#,>/5,@*2*/*#,>*,*,@*,-0*,G8>*2L%H=*0-@55#8GP*25,>#L%@50(*0-*#/'*%8-0*,)#8'*- /*#@*# U8#@0 >*)#83*--8,52-**#@W >*8)0G52-**#0 *, >*-05,@55#@-**#@H &5G*,U*#%,> -05%*(82@*#--@5,88%/5,>#880P*25,>8G@*)#8P2*G50*%PL@*-*#/'*%8-0*,8)0*28--*,H 1* -*#/'*%8-0*, >*(*2* /5->8*@G5#%0 >#83U*> U8#@*,,>*@**20, N*/*, (883@%8-0*,)8-0*,W0*U*0*,dS*#G*62*,<h*G5,WBCDCW)HBCKfDH5@G,-0#50*%8-0*,WBH*,*#>*%8-0*, d,'26-*3 U50*#fW JH 8,@*#(86@-'8,0#5'0*,W EH (*33,>*, *, P*25-0,>*,W KH /*#N*%*#,>*,WiH@/*#-*,H1*N*%8-0*,)8-0*,U8#@*,/*#@**208/*#@*(66#@*#-*,@*N*U8#@*,@88# G@@*2/5,@#*/*#-'(22*,@*-*#/'*%8-0*,G*0(8@*,53>*#*%*,@H1*/*#-'(22*,@*G*0(8@*,NL,F DH 1*(6@>*-*#/'*%8-0*,G*0(8@* BH 1*3b*@3**-*#/'*%8-0*,G*0(8@* jh 1*#-'8)5#0')*#*,@*-*#/'*%8-0*,G*0(8@* S5,*2%*G*0(8@*-,)5#5>#553jHK**,602*>>*>*/*,8/*#(*0G8@*2H"*,P*%,8)0*-5G*,/500,>)*# G8@*2-(*#8,@*#U**#>*>*/*,H DH1*(6@>*-*#/'*%8-0*,G*0(8@* RL@*(6@>*-*#/'*%8-0*,G*0(8@*8,0P#**%0(*0/88#,5G*2L%55,0#5,-)5#5,0*,(*0)#8'*-*,@* 53#*%*,,>H150->**,>8*@*G50'(PL(*0/822*@>*#-'8@50**,(66#@*#PL@0G8@*2@#55>0H=*0(6@>* -*#/'*%8-0*,)#8'*-G8*0/88#,5G*2L%8)@*)6,0*,52->*,8*G@,)5#5>#553jHKU8#@*,55,>*)5-0*, 60>*P#*@WU2(*0*#08*2*@*,@50*#G,@*#U#L/,>,@*G5#%0-*,)5#0L*,G**#>*2883%#L>*,,**, L6-0**,'8##*'0*-*#/'*%8-0*,53#*%*,,>H BH1*3b*@3**-*#/'*%8-0*,G*0(8@*F RL(*03b*#*,/5,@*-*#/'*%8-0*,G8*0G*,#*%*,,>(86@*,G*0@*P*-'(#*/*,)6,0*,,)5#5>#553jHKH 155#,55-0N52**,G)2*G*,050*/5,(*0)#8'*-/88#,5G*2L%/5P*25,>*,8#>5,-50*-60>*@#5>*,G8*0*, U8#@*,HM8%%5,@*/5-0>8*@G5,5>*#N'(8,@*#-'(*@*,0*,8)N'(0*/5,@*#*-0@88#(*0)#8@6'00* /*#%8)*,55,NL,8)@#5'(0>*/*#H=*#PLG8*0(LU*2,'8,0#82NL,W(*0)#8'*--'(*#)(*PP*,*,(*0#-'8 *,G5,5>*G**,0/822*@>,55#N'(08*%6,,*,0#*%%*,HRL@*3b*@3**G*0(8@*G8*0U*2**,@6@*2L% /*#-'(2U8#@*,>*G55%006--*,522O,(6#*,*,3b*@3**-HRL522O,(6#*,NL,@*-*#/'*%8-0*,PL@* (66#)#L-,P*>#*)*,WPL3b*@3**U8#@0**,/5-0P*@#5>55,-*#/'*%8-0*,,55-0@*(66#)#L-53>*-)#8%*,H =*0-@55#,55-0/5,P*25,>8G55,0*>*/*,U50(*055,@**2-*#/'*%8-0*,-0*,8)N'(0*/5,@*(66#)#L-H jh1*#-'8)5#0')*#*,@*-*#/'*%8-0*,g*0(8@* =*0 #-'8)5#0')*#*,@* /5-0>8*@G8@*2 -,8> **, #*250*3 8,P*%*,@ G5#%0H RL (*0 #-'8)5#0')*#*,@8G>55,G*0@*-*#/'*%8-0*,U8#@0@*/5-0>8*@G5,5>*#88%**,#-'8@#5>*#-5G*, G*0@*/*#(66#@*#H=*0-/5,P*25,>8G@55#8/*#@6@*2L%*53-)#5%*,0*G5%*,N852-@*N*NL,>*,8*G@, )5#5>#553jHKH155#,55-0-(*0/5,P*25,>8G**,>8*@*055%8G-'(#L/,>/5,@*/5-0>8*@G5,5>*#/5-00* -0*22*,HM8%N52@*/*#>8*@,>/5,@*/5-0>8*@G5,5>*#55,>*)5-0G8*0*,U8#@*,H=*0U8#@0GG*#-**,,*6UG8@*2W@6-@*/5-0>8*@G5,5>*#G8*0G8>*2L%88%NL,P6-,*--G8@*2@55#8)55,)5--*,H 188#522*5'08#*,W*,G*@*/5,60@*,0*#/*U-*,*b)*#0G**0,>-W%8G0,55#/8#*,@50(*0(6@>* -*#/'*%8-0*,)#8'*-08*-55,/*#,*6U,>*,P*0*#*53-0*GG,>8G0#*,00#5,-)5#5,0**,,N'(0,@* %8-0*,W@88#P*25-0,>W53#*%*,,>W*0'H188#@*#*-)8,@*,0*,U8#@*,N*%*#88%@*/88#@*2*,/5,**, 8)0G52-50*/5,(*0(6@>*-7-0**G83**,G**#3b*@3**-7-0**G>*N*,H 10(883@-06%(**30G*@*5,0U88#@>*>*/*,8)@*@**2/#5>*,DHDWDHJODHKWBHD*,JHjH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

63 4. SERVICEKOSTEN BIJ WINKELCENTRA: BUITENLAND * (883@-06%-(*0 -*#/'*%8-0*,)#8'*- PL U,%*2'*,0#5, (*0 P60*,25,@ >*5,527-**#@H =*#PL /*#-'(22*, 06--*, V*@*#25,@*,(*0R60*,25,@>*5,527-**#@*,U8#@0,>*>55,8)8,@*#N8*%*,/5,@*\Q&Q*,@*;\Q&8G 8)@*G5,*#@*-*#/'*%8-0*,)#8'*--*,,(*0P60*,25,@U**#0*>*/*,H NL,@*)#8P2*G*,@*, "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

64 4.1 Nederland versus 8,0U%%*255#- *, U,%*2'*,0#6GG5,5>*G*,0 ^ */*,52- G**# #*052*#- O >#*,-8/*#-'(#L@*,@8)*#*#*,H?#80*#**b)2805,0*,(*PP*,@6@*2L%*#'(02L,*,@*U8#@*,P*>#*)*,*, (6, G5,5>*G*,0 *, (66#@*#-H -*#/'*%8-0*,-'(*G5{- /5, *,%*2*W /55% %2*,*#*W8)*#508#-,"6#8)5-/55%G,@*#@6@*2L%*,60(*08,@*#8,@*#N8*%/5,@*\Q&Q->*P2*%*,@50 =*5@W1+_5,@Q(5#G5,W\Q&Q;*0529--*0:5,5>*G*,0Q8GG00**fH S5,60 (*0 8,@*#N8*% \Q&Q - 88%, "6#8)5W,*0 52-, V*@*#25,@W )#8P2*G*, 8,0-08,@*,PL@*-*#/'*%8-0*,,55#U,%*2'*,0#5d\Q&Q"6#8)*WBCDBfH:*,2*)0*>*,/#LU*2@*N*23@* )#8P2*G*,/5,U*,>0#5,-)5#5,0*W>**,@6@*2L%8G-'(#*/*,)5%%*0/5,2*/*#,>*,*,@*,-0*,W>*P#*% 55,U*0O*,#*>*2>,>W*,@*#>*2L%*55,HMG@*#*@*,-88%8,@*#N8*%>*@55,,55#@*-*#/'*%8-0*,,(*0 P60*,25,@*,U8#@0,5>*>55,83@*N*G*0(8@*,XG8@*22*,U*22'(088%,V*@*#25,@08*>*)5-0%6,,*, U8#@*,H_8-*#**,"6#8)*5,&*#/'*Q(5#>*?6@*8,0U%%*2@@88#@*\Q&Q,BCDBd\Q&Q"6#8)*WBCDBfH 1*P*25,>#L%-0*53-)#5%*,*,60>5,>-)6,0*,U8#@*,,@0@8'6G*,0P*-'(#*/*,*,(*#55,G8*0*,@* **, 55,052 #*052*#- *, /5-0>8*@P*2*>>*#- -0**@- G**#,0*#,508,552 >*#'(0 NL,H M8% (**30 \Q&Q (*0/*#2*,*,/5,@*2*/*#,>*,*,@*,-0*,-8G0*>5#5,@*#*,@50@*N***,P*)552@*08*>*/8*>@*U55#@* P*@*,*,/88#N*,,@*P*(8*3@*/5,(*0/5-0>8*@W@**>*,55#W>*P#6%*#-*,@*'8,-6G*,0d;\Q&WBCDJfH 1*"6#8)*5,&*#/'*Q(5#>*?6@**,@*;\Q&Q8@*83&*#/'*Q(5#>*/8#G*,/88#@*N*)5#0L*,@6-**, (86/5-08G0*U*0*,(8*G*,G*0@*-*#/'*%8-0*,G8*08G>55,*,U*2%*2*/*#,>*,*,@*,-0*,,(*0 )5%%*0G**>*,8G*,%6,,*,U8#@*,H 8\I6\BI8_\BB@U_68\I6]JB6I8`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electie van type kosten volgens de ICSC Z?8*@P*(**#/5,@*-*#/'*%8-0*,-'#6'552/88#@*)#*-050*-/5,U,%*2'*,0#5,(**2"6#8)5WG55# "6#8)5-U*2**,>*P*@U55#/55%**,>#80*%2883N006--*,@*)#*-050*-/5,@*P*-0**,-2*'(0-0* G5,5>*#-H1*\Q&Q&*#/'*Q(5#>*?6@*-P*@8*2@8G@*G5,5>*#-/5,@*U,%*2'*,0#50*(*2)*,G*0**, (5,@>*(5,@2*@,>/88#(8*-*#/'*%8-0*,U*#%*,,522*Bi25,@*,,"6#8)5H=*0-,*0@*P*@8*2,>8G >*-05,@55#@-**#@* -*#/'*%8-0*, )#8'*@6#*- 8) 0* 2*>>*, 8G@50 **, >#880 55,052 "6#8)*-* 25,@*, /*#-'(22*,@*G5#%0)#5%0L%*,(*PP*,*,5,@*#*U*00*2L%**-*,*,0#5@0*-%*,,*,WG55#(*0>**30U*2 **,55,052[P*-0)#5'0'*-[@*@*/*#(66#@*#-*,G5,5>*#-G8*0*,55,,*G*,[d\Q&Q"6#8)*WBCDB9-(2*7 R25%*W=*5@83;*052T8#03828:5,5>*G*,0Wg5,@&*'6#0*-fH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

65 4.2.1 Typen kosten -"#%&'&&()*+,()"#%&'&"()*% U50*#O%8-0*, %6,,*, G*0 #882U50*#N6/*#,>-, *-H =*0 O"#"%&'&()*+,--'."#%&'()*%+'(&,)"#%&'"#'#( 52>*G**,H -0#50*>* - (*0 (*PP*, G**# 60>*P#*@* '8,0#5'0*,W %5, **, G**#)#L- U8#@*, /88#>*-0*2@/88#@*)#L-/5,@*/*#-'(22*,@*'50*>8#*v,d)*#-8,**2W60#6-0,>W/*#P#6%->8*@*#*,*, 5,@*#*,fHM)@*N*G5,*#%5,G*,U55#P8#>*,@50@*/*#(8>,>*,NL,>*Y,@*b**#@,55#(6,%8-0*,*,,*0,@*52>*G*,*8/*#**,%8G-0H10-PL/88#P**2@(*0>*/52PL)*#-8,**2-%8-0*,H O"# P*@*,8G(*008*N'(08)@*G2*6%8-0*,0*(86@*,*,-)*'3*%*)#*-050*O,@'508#*,/5-00*-0*22*, dmt\{-f8g@*g2*6)#*-050*-*,3,5,'*2*#*,@*g*,0/5,(*0'*,0#6g0*/*#p*0*#*,h */*,-, (*00*%*,/5,#*'7'2,>/5,/*#-'(22*,@*G50*#52*,d)5)*#W/*#)5%%,>*,W>25-*,5,@*#*fH O"##"%&'%&()*+"#%#?*N*,(*03*0@50*2%25,@NL,*>*,U*0>*/,>G*0P*0#*%%,>080P*25-0,>8)8,#8*#*,@*>8*@*#*,%*,0W 'L3*#- /88# *2% 25,@ 5)5#0 U8#@*, P*(5,@*2@W U8#@*, /55% P*0552@ -*#/'*%8-0*,H O"#%&''(#()"'"# MG@50(*0#6,,*,/5,**,U,%*2'*,0#6G**,'8G)2*b*055%-WU8#@0**,G5,5>*G*,00*5G55,P*/82*, /88#*2%)#8L*'0H1*N*0*5G-WU55#/5,@*>#8800*%5,/5#v#*,,55#>*25,>@*-0#50*>*/5,@*8,@*#,*G,> *,@*>#8800*/5,(*0'*,0#6GWNL,NL/*#5,0U88#@*2L%/88#(*0>8*@*P*(**#W08*N'(08)@*@5>*2L%-* >5,>/5,N5%*,*,@*@#*'0*'8,0#82*/5,@*(66#@*#-*,'8,-6G*,0*,H O"#"%%#&'()&%#*+,""#"%&'()(*+'+)&,-"#%#%&#'##()#(*+#"#%# :5,5>*G*,0%8-0*,NL,>*#*250**#@55,(66#W-88#0*,(66#@*#-W(66#'8,0#5'0*,WG5,5>*G*,0%8-0*,*, 5,@*#*5'0/0*0*,@*/*#P5,@(86@*,G*0@*/*#(66#@*#H45'207G5,5>*G*,0P* @*,-0*,G*0 P*0#*%%,>080@**b)28050*/5,**,>*P86UH108G/50U*#%N55G(*@*,52-8,@*#(86@W/*2>(*@*, -'(88,G55%H :**-052 P*(**#/*#>8*@,> **, )*#'*,05>* -*#/'*%8-0*, %8-0*,H MG /*#-'(22*,@* 0#>>*#- 0* >*,*#*#*, /5-0>8*@G5,5>*# (5,0*#*, -8GG>* /*#(66#@*#- *b0#5 P8,6--*, -*#/'*%8-0*, >8*@ U8#@*, P*(**#@ *, 8,@*# '8,0#82* NL,H M8% P8,6--*,,/*#P5,@U8#@*,>*P#5'(0G*0dG8>*2L%*fP*-)5#,>*,8)@*-*#/'*%8-0*,H O"#%&'()*+,-.)%&&%("#%&'#()*+&',#-'"#%&'()""(*'(+%'%"#%&"'(&")*+"),&( "#%&'%#()*+, 1*)#*-050*-/5,**,U,%*2'*,0#6G(5,>*,53/5,NL,#*)6050**,55,0#*%%*2L%(*@/88#P*N8*%*#-W@* '8,-6G*,0H =*0 >*P#6%*2L% 8G **, -)*'3*% G5#%*0,> P6@>*0 /88# #*'25G*W G5#%*0,> 55,@038,@-H\,%8G-0*,605@@08,*2*,%8G-0*,/88#U,%*2'*,0#5WPL/88#P**2@@88#@*/*#(66#/5, 0L@*2L%*#6G0*-,@*>*G**,-'(5))*2L%*#6G0*-/5,(*0'*,0#6GW%5,U8#@*,0*#6>>*>*/*,55,@* -*#/'*%8-0*,W8355,(*0G5#%*0,>P6@>*0W83P*@*,*b0#5,%8G-0*,55,@*/*#(66#@*#H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

66 OiI6B^_EI\G\8I-I6[UZ_6]6XBB6_J]Y[[6]6H @* @*N* %8-0*, 8/*# G8>*,,* Servicekostenafrekening, inkomsten en verantwoording kosten \, (*0 \Q&Q - >*%*%*, *, /*#>*2*%*, 8) P5-- 53#*%*,,> *,,N5G*2,>W /*#5,0U88#@,>/5,@*-*#/'*%8-0*,*,(*0(*PP*,/5,#*-*#/*-*,/*#N*%*#,>*,H=*#8,@*#NL,@*N* )8-0*,/*#@*#08*>*2'(0*,@0/8#G0@55#G**@*'8,'26-*/5,@*5,527-*/5,(*08,@*#N8*%,PL25>*] d\q&q"6#8)*wbcdbfh "#%&'&()&)'&*+"# S82>*,-@*\Q&QU8#@*,@*%8-0*,@*>*)55#@>55,G*0@*#*>62*#*U*#%,>/5,**,U,%*2'*,0#6GW U55#/5,N8U*2@*(66#@*#-52-88%@*'8,-6G*,0)#830*#*,WP*0552@@88#@*(66#@*#-,(*0'*,0#6GH1* G**-0/88#%8G*,@*G*0(8@*/5,/*#@*2,>/5,@*%8-0*,/88#*2%*(66#@*#-8G@*08052*%8-0*,/5,@* 0*/*#@*2*,8/*#@*P#608/*#(66#P5#*8))*#/25%0*dRSMfH=*0P*@#5>%5,>*(**283>*@**20*2L%U8#@*, /*#G,@*#@G*0**,%8#0,>X-0533*28)@*/*#%5,0*G*0*#-H1*%8-0*,/5,@*-*#/'*%8-0*,U8#@*, /*#@**20 8,@*# 522* (66#@*#- N8@50W U5,,**# *# **, 2**>-055,@* 6,0 0*%8#0*, /822*@> /*#(66#@*# 83 -8GG>* 25,@*, /*#-)#*@ 8/*#>* (66#@*#-H *#**,/*#0#5>,>-06--*,@*60>30*/5,@*35'066#*,@*P*052,>WU8#@0*#88%,(*0P60*,25,@/**252 >*U*#%0 G*0 /88#-'(800*, N8@50 P*052,>-/*#)2'(0,>*, G*0 2*/*#5,'*#- 0*>*G8*0%5,U8#@*,>*%8G*,d\Q&Q"6#8)*WBCDBfH Z6B\IM 6]8\UZB\]E6Z8F^_EI\ M8%>**30@*\Q&Q55,@50/88#@*G**-0*/*#(66#@*#--(*0>*P#6%*2L%8G**,-*#/'*%8-0*,P*>#80,>0*# >8*@%*6#,> /88# 0* 2*>>*, (66#@*#-H 1* -*#/'*%8-0*,P*@#5>*, U8#@*,,5G*2L% /55% U*2 (66#8/*#**,%8G-0 *, %6,,*, -0L>*, :** */*#,>*, U8#@*, /5-0>*2*>@H \, /*#-'(22*,@* 25,@*, - -*#/'*%8-0*,53#*%*,,>*,,0*#,U8#@*,>*'8,0#82**#@83*b0*#,@88#8,53(5,%*2L%*P*@#L/*,H+*%8#0*, /5,3b*@3**-55,(66#@*#-%6,,*,83U*2/822*@>U8#@*,>*@*%0@88#@*/*#(66#@*#83U8#@*,/*#-)#*@ 5,@*#* (66#@*#-H h5,,**# -*#/'*%8-0*, /88#53 U8#@*, >*35'06#**#@W %5, *# #*,0* U8#@*, /*#%#*>*,8/*#@*-*#/'*%8-0*,P5,%#*%*,,>*,H1*N*#*,0*%5,U8#@*,P*0552@8G@*P5,%%8-0*,0* /*##*%*,*, *b0#5 d%2*,*f,%8g-0*, 55,P*-0*@,> /5, 8)@#5'(0*,*,'8,0#5'0*,/88#2*/*#,>*,*,@*,-0*,0#5,-)5#5,00*NL,*,@*/5-0>8*@G5,5>*#@*,0 *#/88#0*U5%*,@50@*P*@#5>*,@*U8#@*,P*0552@WG5#%0'8,38#GNL,d\Q&Q"6#8)*WBCDBfH "#""% \,-8GG>*25,@*,-(*0>*P#6%*2L%8G**,#*-*#/*,0*P86U*,U*2%*U8#@0>*P#6%08G8,/*#U5'(0* *b0#5%8-0*,@*n'(%6,,*,/88#@8*,,@*08*%8g-00*%6,,*,@*%%*,h1*n*#*-*#/*-/88#52p*@8*2@8g 8,/*#U5'(0*%8-0*,83P60*,>*U8,*U*#%N55G(*@*,0*%6,,*,/*##'(0*,*,P*052*,d\Q&Q"6#8)*WBCDBfH "#"%"#&'( MG@*U55#@*/5,**,U,%*2'*,0#6G0*P*(86@*,*,8G@*/*2>(*@*,#-'8[-/5,@*/*#-'(22*,@* )5#0L*, d(66#@*#-w /*#(66#@*#-W '8,-6G*,0*, *, /5-0>8*@G5,5>*#-f 0* U55#P8#>*, NL, /*#-'(22*,@* P*,5@*#,>*,/5,/*#N*%*#,>*,G8>*2L%H1*N*/*#N*%*#,>%5,N5%*,P*/500*,52-@*%%,>/5,>25--'(5@*W 2*%%5>*-W*,@*#>*2L%*H&8GG>*25,@*,%6,,*,8,@*#88%-'(5@*/*#N*%*#,>*,*,X83@*%8-0*,/5,**, /*#N*%*#,>-)#*G*/88#PL/88#P**2@0*##8#-G*,@*-*#/'*%8-0*,G**,*G*,d\Q&Q"6#8)*WBCDBfH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& &

67 4.3 Analyse onderzoek ICSC: Servicekosten in Europese landen R*>, BCDD \Q&Q **, @* Bi "6#8)*-* 8G G**-0 @*N* 1* G**-0* -*#/'*%8-0*, 05P*2 (*#,55-0 G**-0 %8-0*, U**#>*>*/*, ][[6cBB7Y8] */*,52- *'8,8G-'(* "*, 60%8G-0 /5, **, #**%- *, *,*#>*W /*#/8*#W %U520*0 *, -5G*,U*#%,> G*0 28%52* 4#5,%#L% *, \052*W P*0*# G*0 *2%55# 0* /*#>*2L%*,H =*0 NL, /**252 >#80* -(8)),> **, Figuur 30 Servicekostenvergelijking Europa met meest voorkomende posten (ICSC, 2012) =*0 -, /5, 08*)5--,>H \, NL, G**# PE"'1,;")%./"#"#&"*<'")"#,#25%"/"#0#,<%'5+%'&"# **#2"=*)/ "# =*'/,V"# 5%"/"# :*#&"4"# #**' ""# 1*./2"./"4&"+"')+,V("A]*/(%'2/1%%'5""'&0,&"4,V):",& "#/'*#.=*'*#/,"1*#:"/='%;".AN Figuur 31 Quote interview& "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

68 4.4 Analyse RICS Code of Service Charge 68FE?F_]_OJ6BFI8F Z&*#/'* Q(5#>* d;\q&w BCDJf U55#, NL 55,>*/*, (8* 522* -*#/'*%8-0*, G8*0*, 8G>55,H - 8G 0#5,-)5#5,0* 0* /82>0FZ(*0@8*2/5,(*0/*#2*,*,/5,@*2*/*#,>*,*,@*,-0*,-8G0*>5#5,@*#*,@50@*N***,P*)552@* '8,-6G*,0[ d;\q&w BCDJfH 1*N* ;\Q& - 3*0*2L% **, *, 8,0U%%*2@* /88# ",>*25,@N8#>0@*N*'8@**#/88#@50*#G**#@6@*2L%(*@U8#@0/*#-'(5308/*#@*-*#/'*%8-0*,WG**# N8>*(*0*,'*#03'550%#L>*,U5,,**#NLN'('8GG00*#*,55,@*N*Q8@**,@#5>*,NL@6-PL55,**, 1*;\Q&Q8@*83T#5'0'*-**,@8'6G*,0@*-8)>*-0*2@*,>8*@>*%*6#@@88#@*;\Q&*,U8#@0*#%*,@ *,/8#G0**,2*@#55@/88#(8*@*)5#0L*,G8*0*,(5,@*2*,H=*0@8*2/5,@*;\Q&Q8@*83T#5'0'*d;\Q&W BCDJf-8GF -*#/'*%8-0*,PL'8GG*#'**2/5-0>8*@n O -*#/'*%8-0*,P6@>*00*,8)0L@/5-00*-0*22*,W52-88%@*53#*%*,,>*,8)0L@530*#8,@*,n O )#8P2*G*,*,>*-'(22*,0*/88#%8G*,*,8G#'(0,>0*P*@*,55,@*8)28--,>/5,@*N* )#8P2*G*,n O #'(0,>0*P*@*,G5,5>*#-W%25,0*,d(66#@*#-f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iU**#>*>*/*,H1*N*/82>*,60@*;\Q&Q8@*83 T#5'0'*W&*#/'*Q(5#>*-,Q8GG*#'52T#8)*#07d;\Q&WBCDJfH1*N*-/*#/82>*,-,PL25>*K>*P#6%08G (*0-05))*,)25,/88#@*2*@#55@/88#-*#/'*%8-0*,BHC,V*@*#25,@0*-'(#L/*,HM)P5--/5,@*(6@>* 2*@#55@W@*;\Q&Q8@*83T#5'0'**,@*V"VDEBBD-**,)#8>#5GG5/5,*-*,,@*/8#G/5,**, -05))*,)25,/88#@*N*2*@#55@BHC>*-'(#*/*,H 4.5 Best practices "*,P*-0)#5'0-*@*V*@*#25,@(*#-8U*-8/5,%5,2*#*,-(*0/*#P*0*#*,/5,@*(6@>*2*@#55@/88# -*#/'*%8-0*,PLU,%*2'*,0#5*,,@*N*2*@#55@*b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

69 4.6 Deelconclusie -*#/'*%8-0*,,*0 522**, **, )#8P2**G, /8#G*,W G55# 88%, (*0 *, \, PL25>* ] - (*0 /*#>*2L% Bi 25,@*, 25,@*, 60%8G-0 BJ /*#-'(22*,@* )8-0*, 8)>*,8G*,H 155#,55-0->*%*%*,,55#@*;\Q&Q8@*83&*#/'*Q(5#>*-d;\Q&fWBCDJf,",>*25,@*,-@*'8@*88% >*5,527-**#@H=*#,-55,>*/*,(8*522*-05%*(82@*#-G*0@*-*#/'*%8-0*,G8*0*,8G>55,*,@*N*'8@* -8,0U%%*2@G*0@*P*@8*2,>8G0#5,-)5#5,0*0*/*#>#80*,*,@*@-'6--*8G0#*,0@*-*#/'*%8-0*,0* /*#G,@*#*,H\,PL25>*i-@*/*#>*2L%,>/5,@*;\Q&Q8@*83&*#/'*Q(5#>*-8)>*,8G*,*,-0*/*,-**, V*@*#25,@-*U**#2*>>,>8)>*,8G*,/5,@*)6,0*,N852->*,8*G@,@*;\Q&Q8@*83&*#/'*Q(5#>*-H S88#,55G-0*'8,-26-*-@50@*;\Q&**,@6@*2L%P**2@>**30/5,F U*2%* %8-0*, U*2 -*#/'*%8-0*, 0(6-(8#*, *, >**30 (*#/5, 88% 8/*#N'(0n U50@*53-)#5%*,NL,8G0#*,053#*%*,,>W0L@W/*#@**2-2*60*2-W*0'*0*#5n (8*@*%8-0*,/*#@*2,>080-05,@%8G0*,U*#-'8@#5>*#(88#00*NL,n **,6,38#G*-*#/'*%8-0*,53#*%*,,>*,(8*@*N**#60(88#00*N*,WG*0**,@6@*2L%*602*> *#PL(8*@*%8-0*,*,@88#P*25-0,>*#/5,080-05,@->*%8G*,n >**30**,'*#03'55060U5,,**#G*,N'(55,@*Q8@*(86@0WN8@50)5#0L*,N'(*#55,'8,3#G*#*, (**2 /**2 /#5>*, -*#/'*%8-0*,)#8P2*G50*%H R8/*,@*, Q8@* 080 G**# "*,P*-0)#5'0-*@*V*@*#25,@(*#/5,%5,2*#*,-(*0-0*#%/*#P*0*#*,/5,@*(6@>*2*@#55@/88# -*#/'*%8-0*,PLU,%*2'*,0#5*,,@*N*2*@#55@*b)2'*0@*/88#U55#@*,W53-)#5%*,*,@*#>*2L%*8)0*,*G*,H1*N*2*@#55@N5288%G,83G**#/*#)2'(0>*-0*2@G8*0*,U8#@*,/88#@*5'08#*,N8@50NL88% (*#,55#>55,(5,@*2*,*,(*052-N8@5,>8),*G*,,(6,U*#%ULN*H10P*0*%*,0@5088%U*0O*, #*>*2>*/,>(*#8)55,>*)5-0G8*0*,U8#@*,*,@50(*0>**,2*@#55@-WG55#G**#**,@8'6G*,0*, (5,@2*@,>U55#55,)5#0L*,N'(G8*0*,'8,3#G*#*,H10N52**,)8-0*/*PL@#5>*2*/*#*,55,(*0 /*#%#L>*,/5,G**#0#5,-)5#5,0**,6,38#G0*0P,*,@*-*#/'*%8-0*,)#8'*--*,*,@*60*,@*2L%* 53#*%*,,>H M)P5--/5,@*(6@>*2*@#55@W@*;\Q&Q8@*83T#5'0'*W(*08,@*#N8*%/5,@*\Q&Q*,@*V"VDEBBD- :*0@0(883@-06%-G*@*5,0U88#@>*>*/*,8)@*@**2/#5>*,DHiWBHD*,JHD*,JHJH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

70 5. MARKTINGREPEN: LEIDRAAD VOOR SERVICEKOSTEN BIJ WINKELCENTRA * Z\,/**2U,%*2'*,0#58,0-055,#*>*2G50>@-'6--*-06--*,(66#@*#-W/*#(66#@*#-*,/5-0>8*@G5,5>*#- >#880@**260/5,@*(6-/*-0,>-25-0*,/88#U,%*2*#-[d;V1*052HWBCCpfH1*g*@#55@/88#&*#/'*%8-0*, PL (*0 *# *, P* *#/'*%8-0*, 53#*%*,,> *#/5,H V*@*#25,@-* S5-0>8*@G5,5>*G*,0V*@*#25,@*,@*V*@*#25,@-*S*#*,>,>/5,\,-00608,*2*R*2*>>*#-,V*@*#25,@ /88# &*#/'*%8-0*, PL h,%*2'*,0#5 M8% U,%*2'*,0#6G "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

71 5.1 Leidraad voor servicekosten bij winkelcentra in Nederland G8*0*, '8GG6,'*#*, 8/*# (*0 P*)52*, /5, (*0 -*#/'*,/*56 [8IUB\UEJ[\I\ 1* d;v1f S*#*,>,> /5, \,-00608,*2* R*2*>>*#-, *>*,5#*, N*23 *b0*#,* - 88% 60>5,>-)6,0*,/88#@*8,0U%%*2,>/5,@*2*@#55@/88#-*#/'*%8-0*,U5#*,/88#,5G*2L%d;V1*052HW BCCpfF P""#='%<"..,%#"4"0,/1%"',#21*#4"1"',#21*#(*)"#"#&,"#./"#5"/*4.&%"4%=/,5*4,."',#21*#:"/ <0#;/,%#"'"#1*#+,#)"4;"#/'*C""#)%./"#"<<,;,e#/"+"')+,V("G=*'/,V"#./'"1"##**':"/1%%')%5"# 1*#%##%&,2")%./"#HNC P%="#:",& "# /'*#.=*'*#/,"C ""# ""'4,V)" 1"'&"4,#2 1*# &"."'1,;")%./"# /0.."# &" :00'&"'. G>"./**#&" ;%#/'*;/0"4" *<.='*)"# /0.."# 1"':00'&"' "# :00'&"' +%'&"#,# &*/ )*&"' 2"'".=";/""'&HNC P""#""#&0,&,2"&"<,#,e',#21*#."'1,;")%./"#"#""#,#(,;:/"4,V)"'*==%'/*2"1*#."'1,;")%./"#AN N'(%6,,*,*,G8*0*,(86@*,d;V1*052HWBCCpfH 1* /88# -*#/'*%8-0*, - 8,0U%%*2@,55# 55,2*@,> /5, (*0 8,@*#N8*% /5, 1* R8*# dbcc]fh =*#@88#-*#G**#55,@5'(0>*%8G*,/88#@*@-'6--*8G0#*,0@*-*#/'*%8-0*,*,(**30G*,(*0,050*3>*,8G*,8G**,2*@#55@/88#-*#/'*%8-0*,0*8,0U%%*2*,H I_JBEE\ZB\]@8]6BB] 1*2*@#55@/88#-*#/'*%8-0*,2*@0,@*)#5%0L%,8>,*0 080 **, ->,3'5,0* 8)28--,> PY00'&"'. 5%"/"# #,"/,# :"/ ='%;". 1"'+,))"4& '*)"#A ]" 1"':00'&"'"#1*./2%"&5*#*2"':">>"#("22"#.;:*=%1"':"/ ='%;".3#,"/&":00'&"'N Figuur 32 quote interview& )#8P2*G50*%8G0#*,0@*-*#/'*%8-0*,HT5#0L*,'8,3#G*#*,N'(U*22'(0,8>0*U*,>55,@*N*2*@#55@W 83@6#/*,N'(d,8>f,*0P28800*>*/*,H:8>*2L%605,>-0@50*#,*0520L@**#2L%U8#@08G>*>55,G*0 -*#/'*%8-0*,WG8>*2L%8G@50@*'8,0#5'0*,G*0@*#@*,@*0*,>#8,@-25>2>>*,55,@*-*#/'*%8-0*,,*0 G**#5'06**2NL,HR8/*,@*,P2L%060G5#%08,@*#N8*%@50/*#(66#@*#-@508,O0#5,-)5#5,0*)#8'*-,*0*#> /,@*,*,U22*,@*2*@,>G8*0*,(86@*,8/*#(*0)#8'*-*,@*P*-2--,>*,G8*0*,,*G*,H X8`]6BU\BB\_J@_EE8\UG\H S82>*,-@*2*@#55@/88#-*#/'*%8-0*,d;V1*052HWBCCpf-0L@*,-@*8/*#2*>>*,06--*,@*>*,8*G@* )5#0L*,>*'8,-050**#@@50(*0/5,P*25,>-@50*#@6@*2L%U8#@0>*'8GG6,'**#@8/*#@*-*#/'*%8-0*, 06--*,/*#(66#@*#-*,/5-0>8*@G5,5>*#-*,*#NL@-*,(66#@*#-5,@*#NL@-H"*,/5,@*P*25,>#L%#L%-0* 55,P*/*2,>*,/5,@*2*@#55@-Z@*080-05,@%8G,>/5,-*#/'*%8-0*,'8GG--*-,U,%*2'*,0#5H=*#@88# G8*0*,(66#@*#-P*0*#N'(0%#L>*,8)@*ULN*U55#8)@*-*#/'*,U,%*2'*,0#5->*#*>*2@H10@8'6G*,0 P*@0@55#8G**,(5,@#*%,>PL(*0P*)52*,/5,-*#/'*%8-0*,*,>**3055,(8**#8G>*>55,@*,00* U8#@*,G*0(*0/*#@*2*,/5,%8-0*,*,(*0,N'(0P*@*,(*#,[d;V1*052HWBCCpfH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

72 5.2 Analyse leidraad voor servicekosten bij winkelcentra [8IUB\UEJ[\I\ O Q#*v#*,/5,**,0#5,-)5#5,0*#-*#/'*%8-0*,)#8'*-n O "*,@6@>*53-)#5%*,n O "*,@8'6G*,0U55#55,@*-05%*(82@*#-N'('8,3#G*#*,H "'(0*#,5(*08,0U%%*2*,*,)6P2'*#*,/5,@*2*@#55@,BCCpXBCDC-(*0U*@*#8G>*U8#@*,*,(**30*# >**,6)@50*)2550->*/8,@*,'HkH-*#>**,55,@5'(0P*-0**@55,(*0,@*G5#%0(86@*,/5,@*N*2*@#55@H V5**,,0*#/*UG*0@*\SRV-*'(0*#55,>*>*/*,@50*#8)%8#0*0*#GL,U**#**,53-)#55%N52%8G*, G*0@*/*#-'(22*,@*P#5,'(*/*#*,>,>*,8G8),*6U,50*@*,%*,8/*#@*-*#/'*%8-0*,PLU,%*2'*,0#5 *,*/*,06**2**,2*@#55@BHCH U\Z_@@]8UI_JBEE8\UZB\]@8]6BB] S*#(66#@*#-NL,/5,G*,,>@50NL@*2*@,>G8*0*,(86@*,8/*#(*0)#8'*-*,@*P*-2--,>*,G8*0*,,*G*,d;V1*052HWBCCpf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d;V1*052HWBCCpfHZV55-0@*-*#/'*%8-0*,'8GG--* 2*@#55@ 88% >*U*N*, 8) (*0 P*25,> /5, *, N'(0P5#* /*#@**2-2*60*2 *, -*#/'*%8-0*,d;V1*052HWBCCpfH 5.3 Noodzakelijke aanvullingen op de leidraad h5,,**#@*2*@#55@**,6,38#gg8@*2u8#@0*,)5#0l*,n'(*#55,'8,3#g*#*,%5,@*2*@#55@n*%*#**, PL@#5>*2*/*#*,H"'(0*#080(*0G8G*,0@50(L>**,8,@*#@**260G55%0/5,@*(66#8/*#**,%8G-0*,*, )5#0L*,N*23G8>*,U*0*,8)U*2%*G5,*#G*,@*-*#/'*%8-0*,53#*%*,0WU8#@0@*2*@#55@,*083,56U*2L%-08*>*)5-0H=*0P*25,>#L%-0*-@6-(*0/*#)2'(0*,/5,(*0(5,@*2*,,55#@*2*@#55@*,)5#0L*, (*#/88#88%0*P*28,*,830**#%*,,*,N8@50*#G**#'8G)*00*8,0-0550*,)5#0L*,(*0)#8@6'0>55, /*#%8)*,,)2550-/5,(*0522**,G55#**,28-)#8'*-0*250*,NL,HMG*'(0*#**,2*@#55@0*%#L>*,@*88% /*#)2'(0U8#@0>*-0*2@*,U8#@08)>*,8G*,,@*8/*#**,%8G-0*,W@*,0@*N*@88#P*25,>*,/*#*,>,>*, 52-S?:W\SRVW*,@*#>*2L%*0*U8#@*,8)>*-0*2@H\GG*#-WPL,050*/*,/5,G5#%0)5#0L*,N52/88#52-,8> 520L@**,-'*)0-'(*(86@,>P2L/*,P*-055,Hh5,,**#*'(0*#P*25,>*,/*#*,>,>*,@*-05)G5%*,W-@* %5,->#80*#@50(*0U8#@08)>*,8G*,,@*G5#%0*,)5#0L*,N'(*#55,'8,3#G*#*,HR*25,>*,/*#*,>,>*, G8*0*,@55#8G(*0,050*3,*G*,*,**,-05))*,)25,8,0U%%*2*,/88#@*g*@#55@/88#&*#/'*%8-0*, "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

73 5.4 Ontwikkeling van stappenplan voor de Leidraad 2.0 =*0 - P*25,>#L% 8G **, -05))*,)25, 0* (*PP*, /88# (*0 >8*@,#'(0*, '7'26- /5, (*0 -*#/'*%8-0*,)#8'*-H10G8*0**,6,38#G-05))*,)25,NL,WU55#55,@*G5#%0N'(%5,(86@*,*,@50@* -*#/'*%8-0*,)#8'*--*,52-N8@5,>**,@6@*2L%*'7'26-@88#28)*,@*PL522*)5#0L*,P*%*,@-HR8/*,@*, G8*0@55#,@6@*2L%U8#@*,8)U*2%*ULN*@*%8-0*,U8#@*,@88#P*25-055,@*@/*#-*%8-0*,@#5>*#-W U55#8,@*#@*(66#@*#-dS*#G*62*,<h*G5,WBCDCW)HBDBfH;**@-/88#@50**,,*6UU,%*2'*,0#6G U8#@08)>*2*/*#@G8*0*#NL,,5>*@5'(08/*#(*0)5%%*0/5,2*/*#,>*,*,@*,-0*,55,@*(66#@*#-*, G8*0 *# U8#@*,,5>*@5'(0 8/*# **, >8*@* P*>#80,>H S82>*,- (*0 =5,@P8*% S5-0>8*@G5,5>*G*,0 ds*#g*62*,<h*g5,wbcdcw)hbdbfu8#@*,,@00#5l*'0/l3-05))*,8,@*#-'(*@*,h1*n*-05))*,nl, (*#8,@*#/*#@*#55,>*/62@080]-05))*,W,55#55,2*@,>/5,@08,@*#N8*%H"*,60>*P#*@*P*-'(#L/,> /5,@*/*#-'(22*,@*-05))*,-8)>*,8G*,,PL25>*KU55#0*/*,-**,5,527-*/5,@*(6@>*2*@#55@- 8)>*,8G*,H1*N*/8#G*,-5G*,**,>8*@60>5,>-)6,0/88#(*08)-0*22*,/5,@*2*@#55@BHCH &+9TDF.\+_"++"VS9Vm91";&"V;9V1SMM;h99;1"V =*08)-0*22*,/5,**,-05))*,)25,P*>,0G*0(*060N*00*,/5,@*%5@*#-*,#5,@/88#U55#@*,H &+9TBF\VS"V+9;\&";"VS9V="+&";S\Q"mM&+"VT;MQ"& =*0-*--*,0**28G522*5'0/0*0*,@*P,,*,(*0%5@*#/5,@*-*#/'*%8-0*,53#*%*,,>0*,/*,05#-*#*, *,@*N*&:9;+0*38#G62*#*,d;88N*,P6#><"*%*2-WDpp]fH &+9TJF1"4\V\";"VS9VS9&+"mM&+"VTM&+"V "#G8*0*,/5-0*-*#/'*%8-0*,)8-0*,*,-05,@55#@*,U8#@*,/5-0>*-0*2@H &+9TKFS9&+g"??\V?S9VR"1;9?"V"V94&T;9m"V\V1"=..;MS";""VmM:&+"V "#G8*0*,@6@*2L%*53-)#5%*,U8#@*,>*G55%08/*#@*P*@#5>*,*,53UL%,>*,0*,8)N'(0*/5,@* 60*,@*2L%*53#*%*,,>H &+9TiF&T"Q\4\"m""\&"V99V?99V1"1"&";S\Q"mM&+"V94;"m"V\V? S88#**,0#5,-)5#5,0**,@6@*2L%*53#*%*,,>*,G8*0*,*#-0#5%%*#'(02L,*,U8#@*,8)>*-0*2@G*0 P*0#*%%,>080@*-*#/'*%8-0*,53#*%*,,>H &+9TjFS9&+g"??"VS9V+"V1";T;Q"1.;"&"VM44";+"+;9A"Q+"Vd:9;m+QMV4M;:\+"\+f &+9TEFM:?99V:"+:9;m++;"V1&"VS";9V1";\V?"V 1*/5-0>8*@G5,5>*#*,/*#(66#@*#G8*0*,G**>55,G*0@*/*#5,@*#*,@*/#55>/5,60@*G5#%0*, G8*0*,@*N*35'20*#*,55,@*(66#@*#-H &+9T]F4\V9g\&";"VF:"";+;9V&T9;9V+\""V&Q=;\AS"VS9V1"g"\1;991SMM;&";S\Q"mM&+"VBHC :55% *, *, >8*@* 53-)#5%*, -*#/'*%8-0*, 5.5 Actiepunten voor Leidraad voor servicekosten bij winkelcentra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

74 55,>*/*, (8* 522* 8G 0* >55,H Opzetten van kwaliteitsmetingen @0 )#8>#5GG5 %#0-'(* -6''*-35'08#*,W -*#/'*'8,0#5'0*, NL, MG **, *, G**0P55# 0* G5%*, - (*0 PL/88#P**2@ PL 230*, G8>*2L%8G@*230P*U*>,>*,0*G*0*,WN8@50@*8,@*#(86@-%8-0*,G**#,#*250*%6,,*,U8#@*, >*P#5'(0 G*0 (*0 (*PP*, )2550->*/8,@*,H 10 P*@0 P*-)5#,>-G8>*2L%(*@*, *, /*#P*0*#,>*, 0*, 55,N*, /5, (66#@*#W /*#(66#@*# /5-0>8*@G5,5>*#H 1*U,%*2'*,0#6G%U520*0-G8,08#%5,(*#,*/*,**,-**,P*25,>#L%*PL@#5>*2*/*#*,G*0P*0#*%%,> G8>*2L% '8GP,50* U,%*2'*,0#6G%U520*0-G8,08# *, (*0 Zl65207 G*5-6#*G*,0 )#8>#5GG5[dQR;"WBCDJ5f%5,@55#,60%8G-0P*@*,H V55-0@*h,%*2'*,0#6GmU520*0-G8,08#*,(*0QR;"l65207:*5-6#*G*,0)#8>#5GG5(**3088%@*V"V **,,8#G8,0U%%*2@U55#,%U520*0-G*0,>*,NL,8)>*,8G*,H1*N*V"V,8#G-/88#528,0U%%*2@/88# 35'207G5,5>*G*,0*,P*@0(883@2L,*,55,/88#(*0G*0*,/5,%U520*0WP*@*,/5,-05,@55#@*,W*0 '*0*#5H1*N*V"VDEBBD-/*#@*#55,P8@>*%8G*,,PL25>*K*,/8#G0-5G*,G*0@*5,527-*/5,(6@>* 2*@#55@*,@*;\Q&Q8@*83&*#/'*Q(5#>*W**,P*25,>#L%*PL@#5>*/88#@*2*@#55@/88#-*#/'*%8-0*,BHCH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

75 5.7 Deelconclusie <h*g5,wbcdcw)hbdbfh10-05))*,)25,n*0*#52-/82>060f -05)BF,/*,05#-*#*,/5,(*0-*#/'*%8-0*,)#8'* "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

76 6. MARKTINGREPEN: BENCHMARKEN VAN SERVICEKOSTEN JHBH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

77 6.1 Benchmarken van servicekosten bij winkelcentra :8G*,0**2P*-0550*#,8>>**,*'(0*P*,'(G5#%/88#-*#/'*%8-0*,PLU,%*2'*,0#5H=*08,0P#*%*,/5, 55,2*/*#*,/5,>*>*/*,-(*#/88#H XB\]X6]I 55,>*>*/*,H "'(0*# G8*0 (*#PL U*2 **, %5,00*%*,,> >*G55%H 155# -*#/'*%8-0*, )*# Nut en noodzaak van benchmarking -*#/'*%8-0*, 06--*, U,%*2'*,0#5 /*#-'(22*, /*#88#N55%0H ;*>*2G50> 8,0)288*, *#,050*/*, 8G0#*,0 P*,'(G5#%,> -*#/'*%8-0*,W ds*#g*62*, < 0#5,-)5#5,0*W *, 10, (*0 P*25,> /5, 522* P*0#8%%*,*,H G8G*,0 P*-0550 *#,8> U5,0#86U*, 06--*, P*0#8%%*, )5#0L*,W *, 0#5,-)5#5,0* "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& &

78 *, -'*)0-'(* 1* -*#/'*%8-0*, >*(*2* BCDCW)HBCKfF DH BH ",*#>*%8-0*,d,'26-*3U50*#fn jh JH EH =*33,>*,*,P*25-0,>*,n KH S*#N*%*#,>*,n ih 1/*#-*,H m8-0*,)8-0*,-*#/'*%8-0*,53#*%*,,> DH BH "2*%0#5 jh?5- JH =6-G**-0*# EH d#*>62*#f&'(88,g55% KH S62/*#U*#%,> ih ]H R*/*2>,>*,-6#/*225,'* ph DCH &)#,%2*#, * DDH g30*, DBH ;820#5))*, Dj DJH DEH Figuur 33 Kostenpostenverdeling servicekostenafrekening (eigen bewerking) \`[8EIXB\]X6]I 0*#GL, (*0 /88#-'(80 *, 53#*%*,,> P*0*#, 2L, >*P#5'(0 *, U*0*, )5#0L*, U50 G*, %5, -*#/'*%8-0*, /*#-'(20 )*# U,%*2'*,0#6GW )*# 07)* U,%*2'*,0#6G *, /55% 88% )*# 6.3 Benchmark JLL in Engeland Agg (*0 *,%*2* L5#*, **, P*,'(G5#% /88# %5,08#*, (**30 88% **, P*,'(G5#% /88# U,%*2'*,0#5 1*N* - U*2-U55# >*P5-**#@ 8) D]E U,%*2'*,0#5 *,%*2, ",>*25,@WG55#(*0>**30U*2@50NL)#8P*#*,8G@*-*#/'*%8-0*,88%PLU,%*2'*,0#5G**#/*#>*2L%P55# U22*,G5%*,dAggWBCDjfH\,PL25>*p-**,P*%,8)0*5,527-*/5,@*N*P*,'(G5#%8)>*,8G*,H M8\^@F\I6Bc8`\[\8^ZBEIU_] %*,G*#%*,N622*,55,N*,2L%/*#-'(22*,PL(*0/*#>*2L%*,G*0,@/@6*2*U,%*2'*,0#5[dAggWBCDjfH U78]]@]E6Z8F^_EI\ 1*P*,'(G5#%@*-8,0U%%*2@#'(0N'(/88#,5G*2L%8)>*G@@*2@*-*#/'*%8-0*,PLU,%*2'*,0#5H Z=*#PLG8*0@5,88%8)>*G*#%0U8#@*,@50(*0>*P#6%/5,>*G@@*2@*,N8#>0/88#**,53UL%,>*, U55#PL,*0522*'*,0#560>5/*,@8*,8,@*#522*%8-0*,'50*>8#*v,W*,*#88%%8-0*,U8#@*,>*P8*%0 8,@*#8/*#>*60>5/*,H1*N*8/*#>*60>5/*,U8#@*,PL/88#P**2@@5,88%522**,/*#>*2*%*,G*05,@*#* U,%*2'*,0#5@*88%**,)8-08/*#>*60>5/*,(5,0*#*,[dAggWBCDjfH "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

79 o (*#G**>**30G*,55,U*2%07)*-*#/'*%8-0*,(8*NU55#G**U*>*,,@*>*G@@*2@* -*#/'*%8-0*,53#*%*,,>H &*#/'*%8-0*,0*,8)N'(0*/5,>#8800*/5,@*'*,0#5F o =*0-@6@*2L%60@*>*>*/*,->*P2*%*,@50*#>**,55,088,P5#*-'(552/88#@*2*,NL, U55#0*,*G*,,>#80*#*'*,0#5H\,-8GG>*>*/522*,-N*23-(*08G>*%**#@*U55#H10 %5,G*@*U8#@*,/*#%255#@@88#@*'8G)2*b0*0*,@*-)*'3'50*/5,@*,-0*,P,,*, >#80*#*'*,0#5H &*#/'*%8-0*,0*,8)N'(0*/5,07)**,28'50*F o =*#, U8#@0 55,>*088,@ 28'50* *, 07)* U,%*2'*,0#5 /5,,/28*@ NL, -*#/'*%8-0*,H"'(0*#>55088%@08)P5--/5,>*G@@*2@*,*,)*#'*,05>*- ^_EI\E 6I\\FBIU_68\ P*,'(G5#% **, 8/*#N'(0 8)>*,8G*, G*0 **, /5-0 55,052 ddbf %8-0*,-88#0*, *, '50*>8#**,H 6.4 Type kosten en verdeling S82>*,@8)@*P*,'(G5#%/5,Agg-*#88%@88#hT:;*052dhT:?#8*)WBCDJf**,55,N*0080**, P*,'(G5#%/88#U,%*2'*,0#5,V*@*#25,@>*G55%0H=*#,5/82>0**,/*#@*2,>/5,@*-*#/'*%8-0*,,55# _JX_[MZB\]E6Z8F^_EI\\E6Z8F^_EI\BO6^\8\U 1* 07)* PL -*#/'*%8-0*,53#*%*,,>*, U8#@*,>*)#*-*,0**#@28)*, -0*#% 60**,H Z&8G- NL, *# G**#@5,BDE%8-0*,-88#0*, 5@G,-0#50*-7-0*G*, d8h5h ;":&f /88# 522**, -*#/'*%8-0*,H=*#@88#-*# 2*@0 %8-0*, G8*2L% 0* /*#>*2L%*, NL, /*#-'(22*,@* U,%*2'*,0#5[ dht:?#8*)w BCDJfH ht: (**30 Figuur 34 Kostenpostenverdeling volgens WPM (WPM, 2014) P*,'(G5#% **, **#-0* 55,N*0 >*G55%0 5,527-* *>*, )8#0*3*622*H **#-0* 35-* NL, 522* -*#/'*%8-0*,53#*%*,,>*, P*(**#)8#0*3*622* /5, ht: ddbe )#8L*'0*,f >*5,527-**#@H 1* /*#-'(22*,@*%8-0*,)8-0*,NL,>*#6P#'**#@*,,>*@**2@,/*#-'(22*,@*>#8*)*,%8-0*,)8-0*,H155#PL NL,j]G8>*2L%*-*#/'*%8-0*,)8-0*,>*(5,0**#@H"'(0*#P2**%88%@*N*-*2*'0*/5,j])8-0*,0*/**20* NL,*,-@00*#6>>*P#5'(0,55#DK)8-0*,/88#@*-*#/'*%8-0*,*,53#*%*,,>[dhT:?#8*)WBCDJf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

80 Z%%':"/>"=*4"#1*#:"/,#*'/,)"4RjAT1*#&"*42"5"#">"=*4,#2"#2"#%"5&"**#&""43+%'&/%=&"&%%':00'&"'2":00'&">'0/% >"&',V<.14%"'%=="'14*)/"""#:"'4",&,#2<*;/%'/%"2"=*./,#1"'>*#&5"/4,22,#2"#k%<2'%%//"1*#:"/2":00'&"A M,#)"4'0,5/"? Y"'4",&,#2.<*;/%'? ""'./"Sla5m RAaa =40.1%%'&"&**'%=1%42"#&"SlR-laa5m a3nl =40.1%%'&"&**'%=1%42"#&"laR-RAaaa5m a3jw =40.&"&**'%=1%42"#&"RAaaR5m"#5""' a3lt -Z%%'+,#)"4'0,5/"#&,"2"4"2"#(,V#**#&">0,/"#(,V&"1*#:"/+,#)"4;"#/'05"#*44""#1,*&"./'**/(,V&"/%"2*#)"4,V)(,V#3,.&" :"'4",&,#2<*;/%'a3lT1*#/%"=*..,#2A -7*2*(,V#"#"#/"''*.."#:">>"#""#:"'4",&,#2<*;/%'1*#a3SjA Y"/&%%':00'&"'1"'.;:04&,2&""1"#'"&,2&""41*#&"."'1,;")%./"#,.2"4,V)**#&":"'4",&&">'0/%>"&',V<.14%"'%=="'14*)/"3/"#>":%"1" +**'1*#&" &".>"/'"<<"#&"."'1,;")%./"#+%'&"#2"5**)/A8#&,"# 1"'*#&"',#2"#%=/'"&"#,#&" /%/*4" 1"':00'>*'" '".=";/,"1"4,V) :"'4",&&"%=="'14*)/"#3%<,#&"/%"'")"#>**':",&**#*<(%#&"'4,V)"'0,5/"#3,.1"':00'&"'2"'";:/,2&:"/&%%':00'&"'/">"/*4"# "1"#'"&,2&""41*#&"."'1,;")%./"#%1"'""#)%5./,2/":"'(,"#A]":"'4",&&"%=="'14*)/"1*#:"/&%%':00'&"'2":00'&">"&'**2/;,';* oooaa5sa Figuur 35 Voorbeeld omschrijving staffel in huurovereenkomst (CBRE, 2014) -*#/'*%8-0*,W U5,,**# >#80* %*0*,- U,%*26,0- (6#*, 8) **, 53-)#5%*,,N'(0*2L% 6.5 Factoren van invloed op de servicekosten S5-0-0*22*, /5, **, /5-0 55,052 %8-0*,)8-0*, U55#8) >*P*,'(G5#%0 %5, 8G (*0 2>>,>W 8)*,O 83 >*-280*, U,%*2'*,0#5W >*U*,-0 %U520*0-,/*56W 8))*#/25%0*W dp66#0ow UL%U,%*2'*,0#5W >#880-'(52>* '8,'*,0#50*-W R86UL55#/5,(*0U,%*2'*,0#6Gn V55#>#8800*/5,(*0'*,0#6Gd,'26-*383*b'26-*3>*G**,-'(5))*2L%*#6G0*-nP/ fn V55# #6G0*2L% 8)N*0W 0* U*0*, 8)*, 83 G55#, #*250* 080 >#8800* /5, >*G**,-'(5))*2L%*#6G0*n?*U*,-0%U520*0-,/*56H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

81 @_FBI8IdJ S82>*,- (*0 /5, ht: dbcdjf NL, *# Z/*#-'(22*, U55# 0*,*G*,,55# 28'50*07)*H 1*N* NL,,*0 N8 >#880H =*0 /*#-'(2 G*0 >#880-'(52>* 55,N*0 /88# P*,'(G5#% )8#0*36*22*/5,QR;"H X_[M`BB6 (**30 -*#/'*%8-0*, )*# GBH 10 (**30 0* G5%*, G*0 (*0 -*#/'*%8-0*,H 1* -*#/'*%8-0*, NL, *,%*2 /5, 08*)5--,> >*G**,-'(5))*2L%*Z%8-0*,[,(*0'*,0#6G[H =*0 /*#-'(2 06--*, *,,*0O 83 U,%*2'*,0#5 - >#880H Z10 /*#-'(2-0* (*0 PL/88#P**2@ PL,*0 8/*#@*%0*U,%*2'*,0#5(*08)*,P55#>*P*@/55%PL@* >*G**,0* (88#0H 10 /88#,5G*2L% -'(88,G55%O*,P*/*2>,>-%8-0*,[dhT:?#8*)WBCDJfH 10 /*#-'(2-88% 5,527-* )8#03*622*/5,QR;"H 6U8_\B@@8UU8\U S82>*,-hT:dBCDJf(**30Z@*)#8/,'**,#*>8U55#, **, U,%*2'*,0#6G - (88>0* -*#/'*%8-0*,O53#*%*,,>H 1* )#8/,'* ggp6#>->8*@%8)*#,/*#(86@,>080(*0>*g@@*2@* /5,V*@*#25,@*,,@*;5,@-05@NL,@*-*#/'*%8-0*, 0*, 8)N'(0* /5, (*0 >*G@@*2@* /5, V*@*#25,@ (*0 (88>-0H _* %55#0 >*G@@*2@* )#LN*, /5, -*#/'*%8-0*,,V*@*#25,@,BCDJ[dhT:?#8*)WBCDJfH _JJ6Z@B^I ht:dbcdjf>**3055,,(*08,@*#n8*%@50nl(*pp*, >*@55,@50(*0Z8)/522*,@-@50U,%*2'*,0#5@***, 8))*#/25%0*(*PP*,0808,>*/**#DDHCCCG}P/8>**, /*#-'(208,*,H155#*,0*>*,-U*2(*0P**2@0*N*,@50 I_JBEE\ZB\]^MB@8I8IE7_\8I_6\_JEI@@\ ZB\^J8NE _852-#**@-P*-'(#*/*,-(*0P*25,>#L%@50*#%#0-'(* )#*-050*,@'508#*,U8#@*,/5-0>*-0*2@8G@*%U520*0 0* %6,,*, G*0*,H 1* U,%*2'*,0#6G %U520*0-G8,08# %5, (*#, **, P*25,>#L%* PL@#5>* Figuur 36 Analyse servicekosten per m2 per type winkelgebied (WPM, 2014) Figuur 37 Analyse servicekosten per m2 naar ruimtelijke opzet (WPM, 2014) gemiddeld: 10,97 9,41 12,37 17,22 5,02 7,86 5,03 11,35 7,25 3,05 9,12 5,93 Figuur 38 Analyse gemiddelde servicekosten in Nederland (WPM, 2014) "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

82 )#8>#5GG5ZQR;"?28P52T#*G*#T#8)*#0*-[8)0*-05#0*,G*0**,Zl65207:*5-6#*G*,0[)#8>#5GG5 dqr;"w BCDJ5fW N* PL25>* EH )#8>#5GG5 %#0-'(* -6''*-35'08#*,W *, dqr;"w BCDJ5fH =*#55, *, /5, (*0 07)* >*P86U G*0 6.6 Benchmarken en vergelijken /*#>*2L%*,NL,H >#80* >*(**2W (*0 U,%*2'*,0#6G N*23 (*, G8*0 35'20*#*,H 10 (* O O O O 8)**,5,@*#*28'50*-0550n O **,5,@*#*%U520*0U2,5-0#*/*,n O **,5,@*#*P*2*/,>*,P*2*/,>-U55#@*%*,0n O 8)*,83>*-280*,%5,NL,n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

83 6.7 Deelconclusie =*0,60 /5, P*,'(G5#%*, *, 8G0#*,0 /*#%#L>*, /5, P*,'(G5#% /88# U,%*2'*,0#5, daggw BCDjfH =8*U*2 (*0,8> >**, P*,'(G5#% -W >**30 (*0 U*2 NL )#8P*#*, -*#/'*%8-0*, 88% PL U,%*2'*,0#5 G**# 0* *2*'0* >*G55%0,55# -*#/'*%8-0*,)8-0*,H M) P5-- (*#/5, *, 8) P5-- /*#%#*>*, #*-62050*, - **, -*2*'0* >*G55%0 /5, DE U8#@*, PL NL,8)>*,8G*,@*/5,,/28*@NL,8)@*-*#/'*%8-0*,53#*%*,,>H1*N*%8-0*,)8-0*,NL,P*-'(#*/*,, -*#/'*%8-0*,#*%*,,>8)>*-0*2@H=*0(5,0*#*,/5,**,-05,@55#@53#*%*,,>*,/5-0*%8-0*,)8-0*,N52 8)-0*22*,H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

84 7. CASE STUDIES "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

85 U,%*2'*,0#5 N*23W 28'50*W P*/82%,>W W *, *>*,5#*,H "# - **, 5,527-* -*#/'*%8-0*,P,,*,**,)8#0*3*622*/5,QR;">*G55%0W(*#,-,@*U,%*2P*(**#)8#0*3*622*8,@*#N8*% /5,>*-'(#*/*,20*#5066#/5,"-*,(5#@0d"-*,(5#@0WDp]pf*,q,dq,WBCCpfH188#G@@*2/5,(*0'5-* -06@78,@*#N8*%U8#@0*#G**#,N'(0,@*G5#%0/*#%#*>*,*,%5,@0**,08*/8*>,>P*@*,8)@* G5,*#(8*-*#/'*%8-0*,,**,G8>*2L%,*6U*G*0(8@*8)>*,8G*,%6,,*,U8#@*,HR,,*,(*0'5-* -06@78,@*#N8*%NL,@*/82>*,@*/#5>*,>*-0*2@F h50/88#-88#0'5-*-u8#@*,*#>*p#6%0s Y"/ ""'./" ;*."./0&9 %#&"'(%"),. ""# 1"'2"4,V),#2 1*# &"."'1,;")%./"# 1*# Tn +,#)"4;"#/'*A]**'#**./(,V#&',"1"'.;:,44"#&"+,#)"4;"#/'*5"/1"'.;:,44"#&")"#5"')"# G*44""#%="#+,#)"4;"#/'0532"&""4/"4,V)%="#"#2"&""4/"4,V)2".4%/"#+,#)"4;"#/'05"# ""#2".4%/"#+,#)"4;"#/'055"/)*#/%'"#"#+%#,#2"#HA]"("(,V#*44"#1"'.;:,44"#&1*# 4%;*/,""#<0#;/,"A h50-(*0@8*2/5,@*'5-*-06@7s Y"/ &%"4 1*# &" *#*49." 1*# &"."'1,;")%./"#,. %5 5""' 2"1%"4 /" )',V2"# >,V &"."'1,;")%./"#"#&":%%2/"1*#&">"&'*2"#AY"/&%"41*#:"/;*."./0&9%#&"'(%"),.%5 #*/"2**#:%":"/."'1,;")%./"#='%;".,#&"("+,#)"4;"#/'*/%/./*#&)%5/"#:%"&"(" +,#)"4;"#/'*(,;:/"#%=(,;:/"1*#"4)**'='%<,4"'"#A h*2%*%*,,-u8#@0/*#u5'(00*u8#@*,/*#%#*>*,s Y"/ ;*."-./0&9 %#&"'(%") (*4 %#&"' *#&"'" *#/+%%'&"# 2"1"# %= &" 1"'.;:,44"#,# &" 5*#,"'"# 1*#."'1,;")%./"#='%;".."#3 &" +,#)"4;"#/'* ("4<3 4%;*/,".3 >"1%4),#2.-.*5"#/./"44,#23&"<%%/<*443>0,/"#2"+%#"%5./*#&,2:"&"#"#,#14%"&1*#&"",2"#**'A =8*U8#@*,@*'5-*O-06@*-60>*/8*#@s ]" ;*."./0&,". +%'&"# 0,/2"1%"'& >,##"# FX6 "# 5*)"# 2">'0,) 1*# &" &*/* &," &**'>,##"#1%%':*#&"#,.A_=&,"5*#,"'2""</:"/%#&"'(%")2%"&,#(,;:/,#&"='*)/,V)"# :%"&**',#5"/&"."'1,;")%./"#+%'&/%52"2**#A =8**,8)U*2%*G5,*#U8#@0@*%*,,-/*#>55#@s ]%%'&"&*/*1*#&"",2"#=%'/<"0,44"/"*#*49."'"#"#&"+,#)"4;"#/'*/"#%=(,;:/"1*# "4)**'/"1"'2"4,V)"#1%'5/&,/""#2%"&"='*)/,V)/%"/.1%%':%"&"."'1,;")%./"#*<'")"#,#2 /%/./*#&)%5/"#+"4)"=%./"#"',#&"."'1,;")%./"#+%'&"#5""2"#%5"#A 7.1 Case study onderzoek "# - **, 5,527-* >*G55%0 PL QR;" U55#,j] /*#-'(22*,@* U,%*2'*,0#5 NL, 8,@*#N8'(0 *, *# QR;"H1*5,527-*#'(0N'(8)**,U22*%*6#>*-*2*'0*/5,j])25,G50>8,0U%%*2@*U,%*2'*,0#5G*0, '#'5pEC(66#@*#-@*8,@*#(*0P*(**#/5,QR;"/522*,H.0@*N*5,527-*%8G0**,P5,@P#**@0* /88#0@***,**#-0*55,N*0>**30/88#(*08,0U%%*2*,/5,**,P*,'(G5#%/5,@*-*#/'*%8-0*,H=*0'5-* -06@78,@*#N8*%->*P5-**#@8)**,-*2*'0*/5,@#*)25,G50>*U,%*2'*,0#5@*-055,8)**,5,@*#* 28'50*W5,@*#*/8#G*,07)82>*%*,,*,*,88%**,5,@*#@8*2(*PP*,H"#-/88#,5G*2L%>*%*%*,,55#@* G@@*2 *, 25,>* 0*#GL, /-*W #6G0*2L%* 8)N*0W 28'50*W 07)828>*W P*N8*%*#-55,0522*,W -*#/'*%8-0*,d53#*%*,,>*,f*,-*#/'*%8-0*,)5%%*00*,H 7.2 Analyse van 38 winkelcentra in winkelbeheerportefeuille van CBRE "*,N*23@*-25>52-@*hT:(**30>*G55%0*,@*-P*-'(#*/*,,(883@-06%K/5,@08,@*#N8*%W-88% >*G55%0/88#**,@**2/5,@*P*(**#)8#03*622*/5,QR;"&Q:H10%5,WG*@*G*0@*5,527-**,(*0 8,@*#N8*%/5,hT:dhT:?#8*)WBCDJfW@*55,2*@,>/8#G*,/88#(*08,0U%%*2*,/5,**,25,@*2L%* P*,'(G5#%H\,@*5,527-*@*->*G55%08/*#@*)8#0*3622*/5,QR;"&Q:-,**#-0*,-05,0*>*%*%*,,55#@*(88>0*/5,@*-*#/'*%8-0*,H=*#60-**,>*G@@*2@*P5,@P#**@0*8,0-055,@*(*#,5/*#@*# U8#@08*>*2'(0H "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

86 (66#'8,0#5'0*,F ANALYSE COMPLEXEN aantal complexen: 38 totaal aantal m2's aantal huurders 956 Gem. Grootte (m2) 490 Gem. huurprijs: ,24 Gem. servicekosten 9.644,47 Gem. promotiekosten 6.152,05 huurprijs per m2 187,54 servicekosten per m2 19,68 promotiekosten per m2 12,55 Bandbreedte servicekosten per m2: 8,81-79,13 % servicekosten incl promotie tov huurprijs 17,18% % servicekosten excl promotie tov huurprijs 10,72% Tabel 14 Analyse aanzet benchmark servicekosten portefeuille CBRE (eigen bewerking) 1*5,527-*@*(*#U8#@0>*)#*-*,0**#@-**,60>*P#*@*5,527-*8/*#j]U,%*2'*,0#5G*0'5HpEK (66#@*#-H 1*N* 5,527-* N52-8,@*#/*#@**2@, 8/*#@*%0X,*0 8/*#@*%0 U,%*2'*,0#6GW /*#-'(22*,@* -*#/'*%8-0*,53-)#5%*,W*,@*#>*2L%*H"'(0*#>**30(*0**,>8*@*,@'50*/5,>*G@@*2@@88#(*025,@ >*,8G*,)#LN*,@*/88#-*#/'*%8-0*,U8#@*,>*#*%*,@HR8/*,@*,N0*#**,/*#-'(2,@*)#LN*,83 *,*#>*%8-0*,PL@*-*#/'*%8-0*,,U8#@*,>*#*%*,@W83@50*#522**,2*/*#,>*,*,@*,-0*,U8#@*, 8)>*,8G*,,@*-*#/'*%8-0*,H c-*#/'*%8-0*,)8-0*,08/ DH 9@G,-0#50* jc BH "2*%0#5 D]c jh?5- DJc JH =6-G**-0*# Jc EH d#*>62*#f&'(88,g55% BDc KH S62/*#U*#%,> Ec ih M,>*@*#0*P*-0#L@,> Dc ]H R*/*2>,>*,-6#/*225,'* Djc ph R#5,@P*/*2>,> Ec DCH &)#,%2*#, * Jc DDH g30*, Bc DBH ;820#5))*, Bc Dj d5608g50-'(*f+8*>5,>-@*6#*, jc DJH M/*#>*0*'(,-'(*, *- Bc DEH M/*#>*)8-0*,d-)*'3'50* jc,88@n5%*2l%f DCCc Tabel 15 Analyse servicekostenposten tov totaal (eigen bewerking) 25% 20% 15% 10% 5% 0% "#NL,j]U22*%*6#>*U,%*2'*,0#5/5,60@*)8#0*3*622*/5,QR;">*5,527-**#@8)*,%*2@*-*#/'*%8-0*,, #*250* (66#)#LN*,W >#8800*W /*#@**2-2*60*2-W 1*N* /*#>*2L%,> (**30 55,2*@,> >*>*/*, /88# (*0 8,0U%%*2*, /5, **, **#-0* P*,'(G5#% )8#0*3*622* /5, QR;"H 1* 8,@*#N8*%-#*-62050*, /5, **, U22*%*6#>* -*2*'0* /5, pek (66#@*#-, j] /*#-'(22*,@* U,%*2'*,0#5 d8/*#@*%0w,*08/*#@*%0w/**2*,u*,>8)*,p5#*#6g0*w*0'hf250*,n*,@50@*>*g@@*2@*-*#/'*%8-0*, 8)DCWiBcN00*,0*,8)N'(0*/5,@*>*G@@*2@*(66#)#L-H1*>*G@@*2@*-*#/'*%8-0*,)*#GB8/*#@* (*#P8/*,>*,8*G@*-0**%)#8*32550N*,@50@*N*8)rDpWK]N0U55#PL@*>*G@@*2@*(66#)#L-8)r (8>*#*(66#)#L-(*PP*,@5,@*U,%*26,0-G*0>#8800*-P8/*,@* DCCCGBH1*P5,@P#**@0*P,,*,@*N*U,%*2'*,0#5/5#**#0/5,r]W]B )*#GBd(66#)#L-rDjiWJJ)*#GBf/88#**,8)*,U,%*2'*,0#6G*,r ipwdj )*# GB d(66#)#l- r piiwpk )*# GBf /88# **, >*-280*, U,%*2'*,0#6GH R8/*,@*, U8#@0 -*#/'*%8-0*,/55%8)P5--/5,**,-0533*2P*)552@H=*0P8/*,-055,@* /82>*,@* >#53*%*, U**#>*>*/*,H 1*,38#G50*05P*2 G*0 %*,>*0522*,-,PL25>*p8)>*,8G*,H Administratie % servicekostenposten tov totaal "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "& Gas (regulier) Ongediertebestrijdin Brandbeveiliging Liften (automatische) Overige posten % servicekostenpost Figuur 39 Bandbreedte Servicekosten

87 @55#PL(8#*,H Huurprijs en servicekosten naar open/gesloten centrum % servicekosten tov huurprijs , , , , , ,00 0,00 gemiddelde huurprijs gemiddelde servicekosten 13,25% 7,71% open winkelcentrum gesloten winkelcentrum Figuur 40 Uitkomsten huurprijs vs servicekosten bij open/gesloten centrum (eigen bewerking) &*#/'*%8-0*, Y[[6J68`E\E6Z8F^_EI\\BB6U6 IIZB\YI (66#)#L- M8\^@F\I6[7 M)*, >*-280*,?*G@@*2@* rpkhdjewie rpjh]jkwjj \,8,@*#-055,@*>#53*%NL,@*/*#-'(22*,U**#>*>*/*,@* (66#)#L- 8)0#*@*,PL@*/*#>*2L%,>,55#>#8800*/5,(*0U,%*2'*,0#6GH rihjcpwjj rdbhjjjwep =*#PL-@*>*G@@*2@*(66#)#L-/*#>*2*%*,G*0@*>*G@@*2@*?*G@@*2@* -*#/'*%8-0*, Tabel 16 Huurprijs vs servicekosten -*#/'*%8-0*,@*@55#PL(8#*,H Huurprijs en servicekosten naar grootte winkelcentrum % servicekosten tov huurprijs , , , , , , , , ,00 0,00 gemiddelde huurprijs gemiddelde servicekosten 9,95% 10,28% 12,02% 12,12% grootte (0 < 5000 m2) grootte (5001 < m2) grootte (10001 < m2) grootte ( > m2) Figuur 41 Huurprijs en servicekosten naar grootte winkelcentrum (eigen bewerking) "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& "&

88 Huurprijs en servicekosten naar binnen/buitenstedelijk winkelcentrum % servicekosten tov huurprijs , , , , , , , , , ,00 0,00 gemiddelde huurprijs gemiddelde servicekosten 13,11% 10,76% binnenstedelijk winkelcentrum buitenstedelijk winkelcentrum Figuur 42 Huurprijs en servicekosten naar binnen/buitenstedelijke context (eigen bewerking) Y[[6J68`E\E6Z8F^_EI\\BB6Xc_^6EBB\IB@@\8\YIM8\^@F\I6[7 \,8,@*#-055,@*>#53*%NL,@*/*#-'(22*,U**#>*>*/*,@*8)0#*@*,PL@*/*#>*2L%,>,55# P*N8*%*#-55,0522*,,(*0U,%*2'*,0#6GH=*#PLNL,@*)*#'*,05>*-U**#>*>*/*,/5,@*-*#/'*%8-0*,0*, 8)N'(0*/5,@*P*N8*%*#-55,0522*,H % servicekosten t.o.v. footfall % servicekosten t.o.v. footfall 14,00% 12,00% 10,00% 8,00% 6,00% 4,00% 2,00% 8,60% 11,83% 10,66% 9,62% footfall 11,83% 10,66% 8,60% 9,62% footfall (0-2 mln) footfall (2-4 mln) footfall (4-6 mln) footfall (6-8 mln) 0,00% footfall (0-2 mln) footfall (2-4 mln) footfall (4-6 mln) footfall (6-8 mln) Figuur 43 Huurprijs en servicekosten naar footfall (eigen bewerking) "#%#&"'(%")#**'""#+,#-+,#.,/0*/,"1%%'1*./2%"&",2"#*'"#3'"/*,4"'."#1*./2%"&5*#*2"'.& &

89 7.3 Drie winkelcentra in Nederland nader bekeken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` &88#0U,%*2'*,0#6G M/*#@*%0X,*0?#8800* g8'50* 9,@*#-W,2H 8/*#@*%0 h,%*2'*,0#6gdf V*08/*#@*%0 EHCCCGB hl%'*,0#6g O h,%*2'*,0#6gbf R*@* DEHCCCGB hl%u,%*2'*,0#6g O h,%*2'*,0#6gfj M/*#@*%0 exoechcccgb R,,*,-0*@*2L% U,%*2'*,0#6G \,'26-*3 U8,,>*, *, %5,08#*, Tabel 17 Criteria case study analyse (eigen bewerking) =*#PL-#*%*,,>>*(86@*,G*0(*0'#0*#6G@50(*0@#*/*#-'(22*,@*U,%*2'*,0#5NL,WG*05,@*#* 36,'0*-W5,@*#*28'50*-W/*#-'(22*,@*>#8800*-*,PLN8,@*#*%*,G*#%*,H_8U8#@0*#**,P#*@*-'88) >*>*/*,/5,@*U,%*2'*,0#5N*23G55#88%/5,@*-*#/'*%8-0*,@*@55#/5,08*)5--,>NL,H *+#' *,#, ',+ ',+&./0123/4567/89/0:' Figuur 44 Voorbeeld servicekostenverlaging (verlaging ingezet vanaf 2010) (CBRE, 2014)

90 F%#;40.,";*."./0&9%#&"'(%")?&',"+,#)"4;"#/'*,#\"&"'4*#&#*&"'>")")"# *>*,-'(5))*, N852- @8*2>#8*)W W P*2*/,> *, *, *# /82>*,- **, / **GW G*0 /5-0* %8-0*,)8-0*, *, /5-0* o %2*, )5%%*0 55, 2*/*#,>*, %*,0H 10 - **, 8)*, U,%*2'*,0#6G*,U8#@0*#PL/88#P**2@>**,P*/*2>,>55,>*P8@*,H o '*,0#6GBF**,60>*P#*@)5%%*0(**308)>*,8G*,,@*(66#8/*#**,%8G-0WG55#**, >*G50>@)5%%*055,@55@U*#%*2L%*2*/*#,>*,*,@*,-0*,%*,0W(8*U*2@0'*,0#6GU*2 8/*#@*%0-H o '*,0#6GjF**,60>*P#*@)5%%*0(**308)>*,8G*,,@*(66#8/*#**,%8G-0W*,88%**, 60>*P#*@)5%%*055,2*/*#,>*,*,@*,-0*,d8H5H88%'*,0#6GG5,5>*G*,0W(8-)05207W *0'Hf%*,0H10'*,0#6G(**30@55#,55-088%/**2#820#5))*,*,230*,*,(**30@6-**, 55,N*,2L% (8>*#* )#L- -*#/'*%8-0*, )*# GBH 10 '*,0#6G (**30 (*0 G**-0 6>*P#*@*)5%%*055,2*/*#,>*,*,@*,-0*,*,@55#,55-02>0@0'*,0#6G,(*0G@@*, /5,@*-05@*,(**30(*0**,>#80* H=*0'*,0#6G-0*/*,-/822*@>8/*#@*%0H "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

91 W(&(6#G:#.(.07(&((.:0>)8(.Y hq hq hq D B j DH(*0@8*,60/8*#*,/5,*,(*008*N'(08)@*%#5'(0*,-@05#0%*2600*/8*#*,U*#%N55G(*@*,HBH@*@*,-0*,*,PL%8G*,@*%8-0*,/5,**, b b b (6-G**-0*#H jh@*g*0,>wp*g*0*#,>*,g*0*#(66#/5,(*0/*#p#6%/88#n8/*#,8@>h b b b JH5@G,-0#50*/5,P*(**#W8,@*#(86@*,/*#P#6%H b b b EHP*U5%,>/5,@*>*G**,-'(5))*2L%*>*@**20*,H b b b KH@*@*,-0*,/5,**,-*#/'*'*,0#6GH b b b PHM,@*#(86@WU55#8,@*#U8#@0/*#-055,F DH@5>*2L%-8,@*#(86@55,@*>*@**20*,G*0**,>*G**,-'(5))*2L%*36,'0*H b b b BH(*052>*G**,0*'(,-'(8,@*#(86@d,'26-*3,-)*'0*W%*6#,>*,*/*,06**2G50*#**2f/5,@*>*G**,-'(5))*2L%*F OG*'(5,-'(*, *-n b b b OU*#%06>P86U%6,@>*, *-n b b b O*2*%0#-'(*, *-n b b b O*2*%0#50*'(,-'(*, *-n b b b O>5-XU50*#X*,*#>*O, *-n b b b O-5,05#*, *-n b b b O/*#U5#G,>-, *-n b b b O%8*2U50*#, *-n b b b O26'(0P*(5,@*2,>, *-n b b b O26'(053N6>,>, *-n b b b O-)#,%2*#, *-n b b b O@#6%/*#(8>,>, *-n b b b O52>*G*,*/*#2'(0,>,>*G**,-'(5))*2L%*#6G0*,*,,@*P60*,#6G0*/88#N8/*#55,U*N>W@55#8,@*#P*>#*)*,@*%8-0*,/5,/*#/5,>,>/5, b b b OP#5,@P*/*2>,>O*,P#5,@G*2@,>, *-n 5#G506#*,WP6N*,*,25G)*,n b b b O#8226%*,*,P#5,@/*,0250*n b b b O*/*,06*2*)25,0*,P5%%*,*,8/*#>-0#550G*6P25#n b b b O#82*#,>*,(*G*2U50*#53/8*#*,G*060N8,@*#,>/5,/*#/5,>,>n b b b O>*26@-O*,8G#8*), *-n b b b O,0*#,*^*,*b0*#,*P*U*>ULN*#,>n b b b O5))5#5066#0*,P*(8*/*/5,@*P*U5%,>n b b b O8/*#>*, *-*,5))5#5066#W/88#N8/*#55,U*N>H b b b jh=*052>*g**,(7>v,-'(8,@*#(86@/5,@*>*g**,-'(5))*2l%*#6g0*,w0*u*0*,f O(*0#*,>*,/5,@*52>*G**,08*>5,%*2L%*/8*0>5,>*#->*P*@*,*,@*8/*#>*>*G**,-'(5))*2L%*>*@**20*,*,/88#N*,,>*,d,'26-*3(*0/*#UL@*#*, b b b O(*0#*,>*,*,P*U5--*,/5,522*#60*,*,%8NL,*,/5,@*52>*G*,*OW>*G**,-'(5))*2L%*O*,@*,-0#6G0*,55,@*P,,*,O*,P60*,NL@*,n /5,NU*#3/62fW/88#N8/*#@*#@*,(*#/88#,*08,@*#(86@-)2'(0>NL,n b b b O(*0N8,8@>#*,>*,/5,@*-0#50*,8,@*#@*5#'5@*,*,/5,@*8,@*#@88#>5,>*,,(*0>*P*@W/88#N8/*#@*#@*,(*#/88#,*08,@*#(86@-)2'(0>NL,n b b b O(*02*@>*,/5,*/*,06*2*)#622*,P5%%*,*H@Hn b b b O(*0#*,>*,/5,*/*,06*2*/26'(0U*>*,n b b b O(*0#*,>*,/5,263*2-W2'(0-0#50*,OX%5))*,0*,P*(8*/*/5,>*G**,-'(5))*2L%*#6G0*,*,X83)5--5>*-H b b b 'HS*#P#6%WU55#8,@*#U8#@0/*#-055,F DH(*0/*#P#6%/5,*2*%0#'0*00*,P*(8*/*/5,O@*/*#U5#G,>W%8*2U50*#W26'(053N6>,>W-)#,%2*#W@#6%/*#(8>,>, *-W52>*G*,*/*#2'(0,>*, b b b BH(*0/*#P#6%/5,P#5,@-0830*,P*(8*/*/5,@*>*G**,-'(5))*2L%*/*#U5#G,>-, *-n 8/*#>*>*G**,-'(5))*2L%*/88#N*,,>*,n b b b jh(*0/*#p#6%/5,u50*#0*,p*(8*/*/5,@*/*#u5#g,>w%8*2 U50*#W-)#,%2*#W-'(88,G5%*,*,@/*#-*,n b b b JH'*,0#52**,*#>*,%88)H b b DH%8-0*,/5,)#*'5#8#*'(0*,n b b b BH%8-0*,#*,>,>-#*'(0*,W#882#*'(0*,WG2*6(*33,>*,*,P550P*25-0,>n b b b jh%8-0*,/5,@*>*g**,-'(5))*2l%*, *-0*,p*(8*/*/5,-08#,>*,w#88%*,p#5,@g*2@,>n b b b JH%8-0*,>25-O*,,P8*@*2/*#N*%*#,>/5,@*>*G**,-'(5))*2L%*#6G0*,W-0#550G*6P25#*H@Hn b b b EH%8-0*,/5,>*G**,-'(5))*2L%*/6253/8*#n b b b KH%8-0*,/5,8,>*@*#0*P*-0#L@,>n b b b ih%8-0*,/5,2'(0#*'25g*n b b b ]H8,@*#(86@/5,>#8*,/88#N*,,>*,*,8/*#>*@*'8#50*/**2*G*,0*,n b b b ph%8-0*,/5,@*>*g**,-'(5))*2l%*>*26@-o*,8g#8*), *,@*/8*0>5,>*#->*p*@*,n b b b DCH@*5,@*#*U*#%N55G(*@*,*,X83@*,-0*,d*,(*008*N'(0@55#8)fW@*#*@*2L%*#UL-,(*0P*25,>/5,@*(66#@*#-NL,n b b b DDH@*@88#P*25-00*%8-0*,/5,@*G8*@*#/*#*,>,>H b b b 1*P8/*,>*,8*G@*8)-8GG,>-,*02G050*3H b b b *H9@G,-0#50*%8-0*,P*@#5>*,Ec/5,@*08052*%8-0*,/5,@*8,@*#50XG@/*#G*2@*2*/*#,>*,*,X83@*,-0*,H b b b Tabel 18 Vergelijking servicekostenpakketten en afrekening cross case study analyse (eigen bewerking) "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

92 7.4 Deelconclusie (66#)#LN*,W >#8800* 1* /5, **, U22*%*6#>* c-*#/'*%8-0*,)8-0*,08/ DH jc BH "2*%0#5 D]c % servicekostenposten tov totaal jh?5- DJc JH =6-G**-0*# Jc EH d#*>62*#f&'(88,g55% BDc KH S62/*#U*#%,> Ec ih M,>*@*#0*P*-0#L@,> Dc ]H R*/*2>,>*,-6#/*225,'* Djc ph R#5,@P*/*2>,> Ec DCH &)#,%2*#, * Jc DDH g30*, Bc DBH ;820#5))*, Bc Dj d5608g50-'(*f+8*>5,>-@*6#*, jc DJH M/*#>*0*'(,-'(*, *- Bc d-)*'3'50*,88@n5%*2l%f DEH M/*#>*)8-0*,d-)*'3'50* jc,88@n5%*2l%f DCCc 2% 2% 5% 5% 4% 1% Tabel 19 Overzicht servicekostenposten tov totaal verdeling (eigen bewerking) _852-#**@-P*-'(#*/*,-(*0P*25,>#L%@50*#%#0-'(*)#*-050*,@'508#*,U8#@*,/5-0>*-0*2@8G@* %U520*0*,(*0>*U*,-0*,/*56/5,@*>*2*/*#@*-*#/'*-*,@*,-0*,0*%6,,*,G*0*,H1*U,%*2'*,0#6G %U520*0-G8,08#%5,(*#,**,P*25,>#L%*PL@#5>*2*/*#*,G*0P*0#*%%,>080@*60-0#52,>/5,(*0 (*#/88##*'*,0*2L%**,55,N*0>*2*/*#@@88#(*0)#8>#5GG5ZQR;"?28P52T#*G*#T#8)*#0*-[8)0*-05#0*, *,-/88#@0)#8>#5GG5**,Zl65207:*5-6#*G*,0[dQR;"WBCDJ5f)#8>#5GG58)>*-0*2@dN*PL25>*EfH MG@*>*,8*G@*#*@*,*,,@0(883@-06%-(*0G8*2L%8G**,L6-0*/*#>*2L%,>*,X83P*,'(G5#%0* G5%*,/88#-*#/'*%8-0*,PLU,%*2'*,0#5Hh*2%5,*#U8#@*,/*#>*2*%*,8)5P-0#5'0*,/*56[-WN852-66#28,*,/5,P*/*2>,>*,-'(88,G55%*,@*#>*2L%**,%5,*#@88#G@@*2/5,%*,>*0522*,*,@88# G@@*2/5,mT\[-**,P*0*#/*#>*2L%/5,@*-*#/'*%8-0*,U8#@*,>*>*/*,N852-8G-'(#*/*,,(883@-06%EH =8*G**#G*,,-0550(*0)#8'*-0*/*#**,/86@>*,*,@6@*2L%*#*W0#5,-)5#5,0*53-)#5%*,%5,G5%*,W (8***#@*#G*,,55#**,'8##*'0**,>*5''*)0**#@*P*,'(G5#%%5,>55,HQ8,--0*,0*W**,@6@>(*@*, /5-0>*2*>@*53-)#5%*,NL,(*#/88#,88@N5%*2L%` 10(883@-06%(**30G*@*5,0U88#@>*>*/*,8)@*@**2/#5>*,DH]WBHDWjHDWJHD<JHJH "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& & 13% 3% 2% 3% 21% 3% 18% 14% 4% 1. Administratie 2. Elektra 3. Gas 4. Huismeester 5. (regulier) Schoonmaak 6. Vuilverwerking 7. Ongediertebestrijding 8. Beveiliging en surveillance 9. Brandbeveiliging 10. Sprinklerinstallatie 11. Liften 12. Roltrappen 13 (automatische) Toegangsdeuren 14. Overige technische installaties (specificatie noodzakelijk) 15. Overige posten (specificatie noodzakelijk)

93 8. INTERVIEWS & EXPERTRONDE * P#5,'(*8#>5,-50*-H=*0)#8'*-/5,,0*#/*U-W/#5>*,2L-0*,W60%8G-0*,*,@*3**@P5'%#8,@*G*0@* 10(883@-06%/8#G0@55#G****,5,0U88#@8)@*@**2/#5>*,DHDWDHJWDHKWDH]WDHpWBWj<JH "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

94 8.1 Interviews II JHQF^R" ahf=bb? C]4BFbHcaHF4^=H DH QR;"RHSH BH QR;"RHSH jh QR;"RHSH 1(#HS*#/*# JH QR;"RHSH 93#*%*,,>-*#/'*%8-0*,*,(*0)#8'*-X%5,08#*, EH QR;"RHSH 1(#HR6,,% KH QR;"?28P52\,/*-08#-dVgfRHSH ih Q8#8VSXm2*)*##* 1(#H;*0*# ]H =RQ5)052RS 1(#H1522,>5 ph &7,0#6-9'(G*5d&9;"4f 1(#H&U5>*G5%*#- DCH ht:;*052rs 1(#H_U*0- DDH 1+_RS 1(#H=56)0G*L*# DBH S5,=5#*,RS 1(#H/5,&*P22* ;*052*# DjH &5'(5&'(8*,*,RS 1(#H+*#G**# ;*052*# DJH +(*&0,>Q8-0*-RS ;*052*# DEH ;*052*# DKH R*25,>*,8#>5,-50*W&*#/'*%8-0*,5,527-* DiH R*25,>*,8#>5,-50*W&*#/'*%8-0*,5,527-* D]H \SRV 1(#H"#G*#,- R*25,>*,8#>5,-50* DpH S?:Vg :*/#H4#*(* R*25,>*,8#>5,-50* BCH ;V1 1(#H/5,&*P22* R*25,>*,8#>5,-50* BDH AggRS 1(#HR*#0*,- M&Q9;R*,'(G5#%m5,08#*, Tabel 20 Overzicht interviewees (eigen bewerking) & narat]7iy_] /#5>*, *, @0 8G *#/5#,>*,W "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

95 narab]8\i6z8mz6bu\ DH -*#/'*%8-0*,sh55#8GU*2X,*0s BH jh G5,*# /5, **, )#*-050*P*28,,> *, %U520*0-G*0,> G8*0*, h*2%* JH (*0-*#/'*%8-0*,)5%%*0*,U*2%*,*0s EH -*#/'*%8-0*,s )5%%*00*, /5, 2*/*#,>*, @* KH ih ]H ph DDH DBH /5, **, 0*, 8)N'(0* )8-0* /5, **, DjH -*#/'*%8-0*,*,(*0)#8'*-s DJH "# - **, g*@#55@ &*#/'*%8-0*, /88# h,%*2'*,0#5 8)>*-0*2@H R*,0 6 G** P*%*,@ 2*@#55@s=5,@*206*,X83@*G5#%0(*#88%,55#s DEH "#-**,h,%*2'*,0#6gmu520*0-g8,08#8,0u%%*2@u55#g**u,%*2'*,0#50*,8)n'(0*/5, *2%55#U8#@*,/*#>*2*%*,H1*,%06@50**,@*#>*2L%*G*0(8@*%5,PL@#5>*,55,(*0,N'(0*2L%*, G**0P55#G5%*,/5,@*-*#/'*%8-0*,s DKH MGP*0*#,N'(0*2L%0*G5%*,*,G**#0#5,-)5#5,0*0*/*#%#L>*,U*2%*53-)#5%*,0*>*,U*2%* /88# **, U,%*2'*,0#6G 8)>*-0*2@ %6,,*, U8#@*, N8@50 - U55#/88#G*,P*0552@HR*,06/5,G*,,>@50@55#G****,>#880>*@**20*/5,@*8,@6@*2L%(*@ U*>0*,*G*,-s1*,%06P8/*,@*,@50@*G5#%0@55#%255#/88#-s DiH =8*%6,LLL*8,@*#-'(*@*,0*,8)N'(0*/5,@*(6@>*G5#%0*,N86L***,/88#P**2@/88# 5,@*#*,%6,,*,U8#@*,G*0P*0#*%%,>080@*-*#/'*%8-0*,)#8'*--*,sh*2%*-05))*,N86L* G8*0*,,*G*,8G0*%8G*,080**,G**#6,38#G)#8'*-s "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

96 DpH BCH R*,0 6 P*%*,@ G*0 ;\Q& &*#/'* Q(5#>*-, Q8GG*#'52 T#8)*#07[-s _8 L5W %5, 60>*P#*@@8'6G*,088%,V*@*#25,@U8#@*,08*>*)5-0sd,@*,/5,08*)5--,>f BDH 1*,%06@50)5#0L*,N'(*/*,**,-,V*@*#25,@55,**,@*#>*2L%*-05,@55#@%6,,*,*,U22*, /*#P,@*,sd,@*,/5,08*)5--,>f M,@*#@**2KF&28)8)G*#%,>*, BBH. (**30,G@@*2- **, >#880 55,052 /#5>*, P*5,0U88#@H :8>*2L% (**30 6,8> **, * -2808)G*#%,>d*,fG*0P*0#*%%,>080-*#/'*%8-0*,W)#8'*--*,W/*#5,@*#*,@*G5#%0P*U*>,>*,W*0 '*0*#5U*2%*6,6%6,055,>*/*,H naraleb7\ui6_^^\b\im 6]\_J]Z6BU\ =*#8,@*# -5G*,>*0#8%%*, 5,0U88#@*, /*#(66#@*#W (66#@*# *, /5-0>8*@G5,5>*# U**#>*>*/*,H1*5,0U88#@*,)*#5'08#NL,8)>*,8G*,,PL25>*DCH /#55> &5G*,/500,>60%8G-0*,08*2'(0,> DH BH jh 1*#*-)8,@*,0*,>*/*,8/*#(*052>*G**,55,@50(*0-7-0**GU*2/ H"'(0*#-G*0,5G*(*0)#8'*-*,@*0#5,-)5#5,0***, >#880)#8P2**GH=*#,N86@*,-25>*,>*G55%0G8*0*,U8#@*,*,G8*0(*0N*%*#PL@*)#83*--8,*2*)5#0L*,/**2P*0*#%6,,*, U5,,**#G*,*#-*#*6N*#G**8G>550*,%#0-'(*#%L%0,55#@*%8-0*,O%U520*0/*#(86@,>H 1*#*-)8,@*,0*,>*/*,55,0*>*,)#8P2*G*,55,0*28)*,52-8,L6-0**,8,0*#*'(0*@88#P*25-0,>W53#*%*,,>*,/5,B-8G-j83J L55#0*#6>W>**,830*U*,>,38#G50**,08*2'(0,>PL@*53#*%*,,>WU*,>080>**,0#5,-)5#5,0*U55#@88#G*,>**,>*/8*2 "#P*-0550**,>#80*53%**#G*0P*0#*%%,>080@*Ec5@G,-0#50*/*#>8*@,>H1*#*-)8,@*,0*,>*/*,55,(*0**,-0*NL,G*0**, P*28,,>--0#6'066#WGG*#-G8*0*@*#**,P*0552@U8#@*,/88#(*0U*#%@50(L83NL@8*0WG55#@*5@G,-0#50*P*28,,>/5,Ec 8/*#@*(88>0*/5,@*-*#/'*%8-0*,-**,)*#/*#-*)#%%*2H:*,N86G**#/8*2*,/88#**,>*@**20*/5-0W)66#/88#(*08)G5%*, /5,@*53#*%*,,>*,/*#@*#**,P*28,,>,@*/8#G/5,**,)#*-050*/*#>8*@,>d52@5,,*0@88#(66#@*#83/*#(66#@*#P*0552@fH JH 1* 5,0U88#@*, /#55> 28)*, 60**,H /*#(66#@*# 522* -*#/'*O *, 8,@*#(86@-'8,0#5'0*,W/88#NL,#*%*,,>*,#-'8G8*0,*G*,H9,@*#*,>*/*,55,@50*#**,2G*08)G8*0%8G*,080**, G5bG552P*@#5>*,U**#5,@*#*,N*,@*-*#/'*%8-0*,52-)8-0*,@*/822*@>PL@*(66#@*#2>>*,H=*0G55%0(*#PLU*,> /*#-'(2U*2%*5'08#d(66#@*#W/*#(66#@*#83/5-0>8*@G5,5>*#f@*N*/#55>(**30P*5,0U88#@H EH KH ih 1*#*-)8,@*,0*,>*/*,55,(*0**,-0*NL,@50G*,0#5,-)5#5,0*#*,G**#'8,'#**0(*0)5%%*0/5,2*/*#,>*,*,@*,-0*,G8*0 53-0*GG*,Hh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b*#*,(*G,**,522O, (66#)#L-H1*G*,,>*,/5,@*#*-)8,@*,0*,d/88#52(66#@*#-f(8*G*,@5,/*#/82>*,-G*0@*-*#/'*%8-0*,8G>550NL,-'*)0-'(H 4*0*2L%N52@*/*#(66#@*#@*N*%8-0*,/88#(55##*%*,,>G8*0*,,*G*,WG55#(*0>*/8*2(**#-0@50@0,*0520L@>*P*6#0H155#PL /*#U5'(0G*,U*2@50,@*08*%8G-0(*0(6@>*-7-0**GN52/*#5,@*#*,,55#**,3b*@3**-7-0**GW@55#G*,N*%*#(*@U2*, >**,8,/*#U5'(0*%8-0*,83G**/522*#-,**,,*6UP8*%L55#H ph V*0522*#*-)8,@*,0*,%8,@*,@*N*/#55>>8*@P*5,0U88#@*,HV5*,>*602*>%6,,*,NLN'(U*2/,@*,,(*0@*2*,/5,@*#-'8[- *,8G@*/5-0>8*@G5,5>*#G**#/*#5,0U88#@*2L%0*G5%*,/88#@*-*#/'*%8-0*,*,@*53#*%*,,>HM8%N86@*@55#@5,/88# P*288,@G8*0*,U8#@*,U5,,**#(L@50>8*@@8*0HS*#@*#>*2@0@*N*23@*G*,,>52-8,@*#]HU55#PLNL55,>*/*,@50,*025,>*# DCH 1*#*-)8,@*,0*,>*/*,55,@50*#8)%8#0*0*#GL,/88#52-25>*,>*G55%0G8*0*,U8#@*,G*0P*0#*%%,>080(*0/*#%#L>*,/5, %8G*,080**,8)28--,>/88#@*/88#52-'*)0-'(*(86@,>8,@*#(66#@*#-H "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

97 DDH 1* -*#/'*%8-0*,W %6,,*, /**2 -)*'3*%*# *, G8*0*, >*08*0-0 55, DBH (*0 -*#/'*%8-0*,)#8'*- *, (L **, /5, (*0 -*#/'*%8-0*,)5%%*0 G8*0 >*/*,H "'(0*# DjH **,- NL, -*#/'*%8-0*,53#*%*,,> 53-)#5%*,H DJH DEH )5%%*00*,8)53-0*GG*,H DKH DiH D]H DpH BCH BDH @*G5#%0H BBH Tabel 21 Conclusie samengetrokken antwoorden respondenten (eigen bewerking) 1*,0*#/*U- '8,'26-*- - >*-'(*0-0, (*0 8,@*#N8*%*,/#LU*2522*5'08#*,d(66#@*#W/*#(66#@*#*,P*(**#@*#fNL,(*0**,-8/*#@*>*-'(*0-0* )#8P2*G50*% -*#/'*%8-0*,H 1* (6-/*-0,>-25-0*, P*0#*33*, 8/*#**,%8G-006--*,@*(66#@*#*,@*/*#(66#@*#/88#0%8G*,W*,@55#,55-0(**30@*(66#@*#88%,8> 522*#2*5,@*#*25-0*,H=*0-*#/'*%8-0*,)#8P2**G-**,>#8**,@)#8P2**G*,0#*%0-0**@-G**#55,@5'(0 /5,@*P*0#*33*,@*5'08#*,,@*G5#%0*,@*)#8P2*G*,,@*G5#%0'8,'*,0#*#*,N'(8)**,>*P#*%55, 0#5,-)5#5,0*W/*#-'(2,P*25,>*,W8,@6@*2L%*U*0*,#*>*2>*/,>*,**,-*#/'*%8-0*,)#8'*-@50,*0 G**#%28)0G*0@*N*0L@*,@*8,0U%%*2,>*,8)@*/5-0>8*@G5#%0H1*(6@>*G5#%0/#55>08G@6@*2L%* 53-)#5%*,W0#5,-)5#5,0**,>**,/*##5--,>*,5'(0*#53d"H&'(8*,G5%*#-<m**#-WBCDDfH:*,-G**# %8-0*,P*U6-0*,(*0#*,@*G*,0/5,@*8,@*#,*G,>-0550/88#8)H1*G5#%0-55,(*0/*#5,@*#*,/5,**, /*#(66#@*#-G5#%0,55#G**#**,(66#@*#-G5#%0U55#,@*(66#@*#G**#'*,0# *,P*U6-08G>550 G*0(*0#*,@*G*,0/5,NL,8,@*#,*G,>dS*#%*#%WBCDBfH "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

98 NL, -'*)0-'( -*#/'*%8-0*, N00*, 83,*0 *33*'0 (*PP*, 8) (*0 83,*0H *, =L %#L>0,5G*2L% Ec (88>0* -*#/'*%8-0*,53#*%*,,>H )5#0LH M8% - /55%, **#-0* 88>8)-25>,*0,N'(0*2L% U*2%* 53-)#5%*,W '8,0#5'0*, NL, >*G55%0WU55#@88#(*0)#8'*-/*#0#8*P*2@*,G8>*2L%%8-0*,U8#@*,>*P8*%08)-*#/'*%8-0*,@*>**, -*#/'*%8-0*,NL,W835,@*#-8GH=*#/88#N86**,@6@*2L%8/*#N'(0G8*0*,U8#@*,>*G55%0G*0U*2%* '8,0#5'0*,*,53-)#5%*,*#NL,*,(8**#U8#@08G>*>55,G*0@*N*%8-0*,HM8%,#*250*080@*3b*#,> /5,@*-*#/'*%8-0*,WU50G8>*2L%**,,*6U*08*%8G-0-/88#@*G5#%0WG8*0@6@*2L%NL,(8**#G*0 BCDDfH:*,G8*0N'(53/#5>*,83@50#***2*,U*,-*2L%/88#(*0U,%*2'*,0#6G-H MG0#*,0@*-*#/'*%8-0*,NL,)5#0L*,(*0*#8/*#**,-@50(*0L6#@-'(%5@*#/88#52-,8>G5>*#-H"#-d0*f U*,>U*0O*,#*>*2>*/,>U55#@88#)5#0L*,/55%(6,*>*,'8,'26-*-0#*%%*,G*0P*0#*%%,>080@* -*#/'*%8-0*,H102*@0*#08*@50*#>**,08*N'(0-*,)5#0L*,*2%55#G8*2L%8)P*)552@*P*-2--,>*,83 >*@#5>-#*>*2-%6,,*,55,-)#*%*,*,-0550*#PL/88#P**2@>**,P8*0*P*)52,>0*>*,8/*#U5,,**#**, -*#/'*%8-0*,53#*%*,,>)5-jL55#250*#U8#@053>*#*%*,@Hh5,,**#@*-*#/'*%8-0*,,*0522**,,@* (66#8/*#**,%8G-0*,U8#@*,/5-0>*2*>@WG55#(*#88%U*0O*,#*>*2>*/,>8/*#%8G0WN852-(*0(66##*'(0 PL(66#8/*#**,%8G-0*,*,@*#>*2L%*WN52@*N*@-'6--*P2L/*,8,0-055,H.0@*,0*#/*U-%8G00*/*,-,55#/8#*,@50*#/*#-'(22*,@*G5#%0,>#*)*,*,8,@*#N8*%*,NL,>*@55,,55#@*-*#/'*%8-0*,G55#@*N*(*PP*,,8>,*0522*G552>*2*@080**,8)28--,>/88#@*)#8P2*G*,H_8- *#**,2*@#55@8,0U%%*2@*,>*/*,)5#0L*,-06%/88#-06%55,*#G**P*%*,@0*NL,*,*#,55#0*U*#%*,W G55#(86@*,NLN'(,*0520L@55,@*N*>*@#5>-#*>*2-U5,,**#@*N*d0*/**2f,(6,,5@**2U*#%*,H10 %8G0/*#G8*@*2L%@88#(*03*0@50@*N*2*@#55@*,@*>*@#5>-#*>*2-,*0/*#)2'(0U8#@*,>*-0*2@PL@* 'L3*#- /*#0#8*P*2,>*, 2*0*, N*, >**, #*v*2 P**2@ G**# 2*0 N*,H R8/*,@*,NL,#*'*,0*8,0U%%*2,>*,8G0#*,0**,P*,'(G5#%U*@*#8G-02%8G*,0*/522*,@88#@5088% (*#ht:n*23@*-0*%%*#*#60(**30>*0#8%%*,h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

99 "*, /5,60 **, >**30 (*0W 8G (*0 )#8'*- 8) 0* -*#/'*%8-0*,)#8'*-H h5,,**# **, (*0 )#8'*- '8,0#82* (**30 )5#0L*, U,%*2'*,0#6G U*2 (**30H \, **,,8#G52* U,%*2-0#550 G8*0 G*, **, N* /*# 0* -05))*, 8) **,,*6U :55# U5,,**# **, -05) O O O O (*0,%55#0P#*,>*,/5,3,5,'v2**,3-'52*'8,-*k6*,0*-n O )5#0L*,(55#/*#5,0U88#@*2L%(*@*,250*,,*G*,n O (*0 '#*v#*, /5, **, /*#P*0*#@* *, /*#)2'(0 >*-0*2@* 2*@#55@ 83 -*#/'*%8-0*, 0#5,-)5#5,0**,-05,@55#@-50*n -0#L@8,0-0550*,)5#0L*,N'(*#88%G**#08*,N622*,-)5,,*,n O %#0-'(*(86@,>,0*,*G*,0*,8)N'(0*/5,@*@#*)5#0L*,*,@55#PL55,>*/*,U55# G*,,0*%8#0-'(*083U55#*#%5,-*,2>>*,,@*G5#%0@*0*/*,-(*2)*,080(*0'#*v#*, /5,**,@6@*2L%W0#5,-)5#5,0*,6,38#G-*#/'*%8-0*,)#8'*-H "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A & &

100 8.2 Feedbackronde experts (*PP*, **, 55,052 *, '8GG*,055# >*>*/*, 4""1R9Qm;MV1" =RQ5)052 m2*)*##* &7,0#6-9'(G*5 +(*&0,>XQ8-0*- S5,=5#*, QR;" R*25,>*,8#>5,-50*- S?:Vg \SRV M/*#> Tabel 22 Overzicht experts voor feedbackronde (eigen bewerking) Z6Y[[6]6E? YXF*=,/*4? @* 8,0U%%*255#,38#G50* 10 - G-2*@*,@W/55% >*P*6#0@0 8,P*U6-0H 155#,55-0 -(*0 PL **,3b*@3**G8@*2/5,*--*,0**2P*25,>8G@*%U520*0W3#*k6*,0*W*,@*#>*2L%*/5-00*2*>>*,H F%',%G^4"=,"''"H? =**30U*,>8)G*#%,>*,*,-)8-0*38/*#@*60%8G-0*,/5,(*08,@*#N8*%H"*,/5,@*P*25,>#L%-0* )6,0*,@*U*#@P*,5@#6%0-@50(*0/88#P*2*>>*#-dG*0**,4R\O-0506-o4-'52*R*2*>>,>-\,-0*22,>f52- Q8#8,*0-08*>*-055,8G(*03b*@O3**-7-0**G08*0*)5--*,H4-'52-0*,>*/*,55,@50L*,@50>*/5255, (*08,@*#,*G*,P*,0*,,*0G**#55,(*0P*2*>>*,H=*#/88#N86**,#62,>/5,@*P*25-0,>@*,-0 G8*0*,%8G*,H155#,55-0N0(*0'8,32'0,P*25,>*,06--*,**,/*#(66#@*#*,(66#@*#/88#,5G*2L%,(*0 3*0@50**,/*#(66#@*#8)N8*%-,55#'822*'0/0*0PL-*#/'*%8-0*,W*,**,(66#@*#/88#,5G*2L%(*0,@/@6d*>*,P*25,>f,5-0#**30H E9#/'0.B;:5"* =**30U*,>8)G*#%,>*,*,-)8-0*38/*#@*60%8G-0*,/5,(*08,@*#N8*%H=*0->8*@8G%#0-'(,55#@*-*#/'*%8-0*,0*%L%*,WU5,0(*0-,8>0*/55%**,8,@*#>*-'(8/*,%,@L*H.0*,@*2L%%L%0@* #*0522*#,55#U50(LP*0552@55,(66#W-*#/'**,)#8G80*%8-0*,-5G*,H1*/*#(66#@*#(**30*#@6- U*2@*>*2L% -*#/'* *, )#8G80*%8-0*, N8 255> G8>*2L% P2L/*, U55#PL (*0 /88#N*,,>*,,/*56 U*2 )5--*,@ P2L30H 155#, G*, )8-0*3 >*-0*G@ 3b*@ 3** /88# -*#/'*%8-0*,W%5,00*%*,,>(*#PLU*2-@50*#@6@*2L%*53-)#5%*,>*G55%0G8*0*,U8#@*,8G0#*,0@* %8-0*,W%U520*0*,53-)#5%*,8G0#*,0(*0)5%%*0/5,2*/*#,>*,*,@*,-0*,*,@*60/8*#*#/5,HT6,0/5, 55,@5'(0NL,(*#PL@**,*#>*%8-0*,H=*0-N**#@*/#55>83G*,@0U*2G8*0U22*,*,6P*#(56)0%6,,*, 3b*#*,HM8%N86@*,(*#PL%U520*0-G*0,>*,G8*0*,U8#@*,8,0U%%*2@W*,U55#G**(*0%U520*0O*, )#L-,/*56 >*U55#P8#>@ %5, U8#@*, U8#@*, (*0 88% PL@#55>0 55, 0#5,-)5#5,0*H "*, >8*@* /520,V*@*#25,@,8>/**2U,-00*P*(52*,8)@0)6,0H"*,P8**,@8,@*#U*#)`t "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A ""& &

101 Y[[6]6E? I:"E/,#2 NL,W -*#/'*%8-0*, G8*055,>55,W*,>**,522O,'8,0#5'0*,G*0)5#0L*,G8* *,WU55#,88%/*#/5,>,>-8)>*,8G*, Z*#Y*'"# ZBEIU_]7B\BU6E? FX6 'HkH -*#/'*%8-0*,53#*%*,,> G55# 88% /88# (*0 S?: Vg - (*0 **,- P*/,@,>*, *, 60%8G-0*, /5, (*0 8,@*#N8*%H 8G0#*,0 -*#/'*%8-0*,PLU,%*2'*,0#5U8#@0-0**@-P*25,>#L%*#*,G*,38'6-0-0**@-G**#8)(*0/*#%#L>*,/5, G**#0#5,-)5#5,0*W(*0G5%*,/5,@6@*2L%*53-)#5%*,8G0#*,0@*2*/*#,>*,*,@*,-0*,55,@*(66#@*#- *,U50*#8,@*#@*-*#/'*)5%%*00*,/520H&05,@55#@-50*-@55#PL,88@N5%*2L%H155#,55-0U8#@0*#P,,*, S?:Vg>*%*%*,83*#**,G8>*2L%*P*,'(G5#%%5,U8#@*,8,0U%%*2@/88#@*-*#/'*%8-0*,*,@55#,55-0 -(*0,050*3>*P8#*,8GU*@*#8G,55#@*g*@#55@/88#&*#/'*%8-0*,PLh,%*2'*,0#50*>55,%L%*,H =*#/88#N622*,/*#-'(22*,@*P*25,>*,/*#*,>,>*,P,,*,%8#0PL*2%55#%8G*,8G@55#/*#@*#8/*#0* -)5##*,H 8ZX\ =**30 U*,> 8)G*#%,>*, *, - )8-0*3 60%8G-0*, /5, (*0 8,@*#N8*%H 155#, **, 8/*#N'(0*2L%* *,,0*#*--5,0* &hm+o5,527-* /5, /*#-'(22*,@* -*#/'*%8-0*,G*0(8@*, **, U*2%8G* P*/,@,>H"*,/5,@*P*25,>#L%-0*)6,0*,@*U*#@P*,5@#6%0>5508/*#(*0'8,32'0,P*25,>*,H\,@* )#5%0L%%28))*,#*052*#-/55%PL/*#(66#@*#8)@*@*6#8)(*0G8G*,0@50(*0-2*'(0>550*,*#8)(66#e G5%*,H1*)#8P2*G*,U8#@*,,6*,%*2,-'(8*,*,/*#(66#@*#>*-'(8/*,H155#,55-0>55,P,,*,%8#0 *,%*2*P#5,'(*8#>5,-50*-8),050*3/5,\SRVG*0*2%55#8G053*28G0*%L%*,83U*080**,#6P#'*#,> "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "& &

102 -*#/'*%8-0*,W -*#/'*%*,53#*%*,,>W *, -0#5%%*#* #*>62*#,> -*#/'*%8-0*,)#8'*--*,W 8)-0*22*, /5, )#*-050*>*#'(0* -*#/'*%8-0*, >xx, P*,'(G5#%f *, U*22'(0 88% U*2 **, 6,*% *, /**2 %8-0*, %6,,*, d(*255-f,8>,*0 G*0 *2%55# /*#>*2*%*, 88% **, -06%L* _Z68U? _'*#2"<,"4& 0* %#L>*, -*#/'*%8-0*, PL U,%*2'*,0#5 G8*0*, "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "#& &

103 8.3 Deelconclusies 1*,0*#/*U- '8,'26-*- - >*-'(*0-0, (*0 8,@*#N8*%*,/#LU*2522*5'08#*,d(66#@*#W/*#(66#@*#*,P*(**#@*#f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dS*#%*#%WBCDBfH 155#,55-0>*/*,@*,0*#/*U**-55,@50/88#,5G*2L%@*/5-0>8*@G5,5>*#55,N*0-8G0*N8#>*,/88# **, P*0*# -*#/'*%8-0*,)#8'*-H 1*N* G8*0 /82@8*, 55, **, G**# -05,@55#@W 0#5,-)5#5,0 *, 6,38#G -*#/'*%8-0*,)#8'*-F (*0>*P#6%*,/5,-05,@55#@@*3,0*-n (*0-'(*))*,/5,@6@*2L%*%5@*#-@88#G@@*2/5,@6@*2L%*U*0O#*>*2>*/,>n (*0,%55#0P#*,>*,/5,3,5,'v2**,3-'52*'8,-*k6*,0*-/88#522*)5#0L*,n )5#0L*,(55#/*#5,0U88#@*2L%(*@*,250*,,*G*,n (*0'#*v#*,/5,**,/*#P*0*#@**,/*#)2'(0>*-0*2@*2*@#55@83-*#/'*%8-0*,'8@*W@5,U*2**, 2*@#55@U55#55,)5#0L*,N'(%6,,*,'8,3#G*#*,*,@*PL@#55>055,G**#0#5,-)5#5,0**, 8,0-0550*,)5#0L*,N'(*#88%G**#08*,N622*,-)5,,*,n %#0-'(*(86@,>,0*,*G*,0*,8)N'(0*/5,@*@#*)5#0L*,*,@55#PL55,>*/*,U55#G*,,0* %8#0-'(*083U55#*#%5,-*,2>>*,,@*G5#%0@*0*/*,-(*2)*,080(*0'#*v#*,/5,**,@6@*2L%W 0#5,-)5#5,0*,6,38#G-*#/'*%8-0*,)#8'*-H 155#,55-0NL,@***#-0*60%8G-0*,/5,(*08,@*#N8*%,8>G552-/88#>*2*>@55,**,55,052#*-)8,@*,0*,H M8% (*#/88# - **, -*2*'0* >*G55%0 522* 5'08#*, U*@*#8G /*#0*>*,U88#@>@ NL,H 1* 60%8G-0*,/5,@*N*3**@P5'%#8,@*55,*b)*#0--)5#5>#553]HB8)>*,8G*,HM/*#(*052>*G**,%5, U8#@*,>*'8,'26@**#@@50)5#0L*,(*0**,-NL,G*0@*60%8G-0*,*,55,P*/*2,>*,/5,(*08,@*#N8*%H 155#,55-0>*/*,NL55,@508/*#**,55,052)6,0*,WN852-)#*-050*/*#>8*@,>*,/88#@*/5-0>8*@G5,5>*# *,(*0G)2*G*,0*#*,/5,**,3b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mT\[--@5,88%,88@N5%*2L%H 10(883@-06%(**30G*@*5,0U88#@>*>*/*,8)@*@**2/#5>*,DHDWDHJWDHKWDH]WDHpWBWj<JH "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "#& &

104 9. CONCLUSIES "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "#& &

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138 2. ANALYSE EN VASTSTELLING SERVICEKOSTENPOSTEN h*g5,wbcdcw)hbckf60p*-055,f DH 91:\V\&+;9+\"mM&+"V jh "V";?\"mM&+"V 1* %8-0*, 83 '822*'0*3 /*#P#6% /5, *,*#>* JH \V?"=..;1"1\"V&+"V @*,-0*, -'(88,G55%W P*/*2>,>W 52>*G*,* #6G0* -'(88,W (**2W /*2> *, 88% Z>*N*22>[ d%8#0,>f (*0 55,052 /*#%5,0* G*0*#-H 155#,55-0 )8-0 P*/*2>,> *b0# *, G8*0 8G 88% (*#/88# G550#*>*2*,0*0#*33*,dS*#G*62*,<h*G5,WBCDCW)HBCKfH EH MV1";=M.1&QMV+;9Q+"V &)#,%2*#, *n Q5G*#5-7-0*G*,n \,P#55%P*/*2>,>n 1#6%/*#(8>,>-, *-n QSO, *n "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "#& &

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140 3. STAKEHOLDERSANALYSE & SAMENWERKING PL25>* (*0 /5, jhd *, P,,*, (*0 Y00'&"'? ;*052*#- (6#*, U,%*2#6G0* **, )2*% 0* (*PP*, U55#G** NL (6, *, %6,,*, DppJfH #82 37-*%* U,%*2 - P*(88#2L% 53>*28)*, 0L@W *'8,8G-'(*@)@**#->*U**-0H1*'8,-6G*,0/*#%*-0,8>-0**@-@*37-*%*U,%*2P8/*,(*0,0*#,*0 *,P*@0@*#*052*#@*G8>*2L%(*@8G'8,-6G*,0*,0*/88#N*,/5,5@/*-W(*055,P*@*,/5,@*37-*%* )#8@6'0*,*,@*@55@U*#%*2L%*P*2*/,>dT25038#GjD*052HWBCDJW))HijODBpfHMG@*'8,-6G*,0*,,@* 37-*%*U,%*2-0*%#L>*,(**30@*#*052*#P*25,>PL(*0>8*@36,'08,*#*,/5,(*0U,%*2>*P*@H=*#PL G8*0(*0**,55,0#*%%*2L%>*P*@NL,G*0**,)5--*,@55,P8@d/5,U,%*2-W(8#*'5*,/88#N*,,>*,fW >5-0/#L(*@WP*#*%P55#(*@W-)5,,,>*,8,0-)5,,,>W0#5,-)5#5,0**,-*#/'*d,*,P60*,@*U,%*2f d=55#*,w BCDjf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b*#*,*,Z530*08))*,X3b*#*,[8) **,/88#53/5-0>*-0*2@*G5bG52*(88>0*HR8/*,@*,%#L>0@* (66#@*#(*#G****,P*0*#*8,@*#(5,@*2,>-)8-0*W*,-(*0 /88#%5,0 (*2@*# (8* 08052* (6-/*-0,>-25-0*,/88#(*G60/522*,H PZ"':00'&"'.+,44"#&"'"2,":%0&"#%1"'&"."'1,;")%./"#"# )0##"#>"=*4"#+*/&")+*4,/",/,.1*#&"."'1,;"."#&,"#./"#A "#2%"&%#&"':%0&"#+,#)"4;"#/'05,.1%%'&"+**'&""'1*# 1*#2'%%/>"4*#2AN '5-(328Ud@#*'0*,%8G-0*,f*,**,U55#@*>#8*/5,(*0/5-0>8*@8PL*'0d,@#*'0*,%8G-0*,fdT25038#GjD *052HWBCDJW))HijODBpfH=*0)#G5#*@8*2/5,**,/5-0>8*@*>*,55#'HkHP*2*>>*#-8G@*@#*'0*O*,,@#*'0*,%8G-0*,0*8)0G52-*#*,*,N8(88>G8>*2L%*,%8G-0*,0*P*(52*,H+*>*2L%*#0L@(**30(L*# P*25,>PL8G@*3,5,'v2*#-'8[-*,P*(**#-%8-0*,0*G,G52-*#*,HMG@*N*U55#@*>#8*G8>*2L%0* G5%*, - (*0 U,%*2>*P*@*, 83 **, *>*,55# 'Hk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142 4. ANALYSE VERSCHILLENDE SERVICEKOSTENMETHODEN, INCLUSIEF DE SERVICEKOSTENMETHODE VERGELIJKING 1.1 De servicekostenmethode vergelijking Servicekostenmethoden Huidige servicekostenmethode Fixed Fee - methode Partnership - methode Randvoorwaarden / SWOT analyse Randvoorwaarden / SWOT analyse Randvoorwaarden / SWOT analyse voordelen nadelen voordelen nadelen voordelen nadelen \,@*/82>*,@*)5#5>#53*,NL,@*N*G*0(8@*,/*#@*#60**,>*N*0WG*0**,%8#0*08*2'(0,>8)(*0G8@*2W #-'8)#83*2W/88#*,,5@*2*,*,**,&hM+5,527-*H155#,55-0-(*0/*#>*2L%*,'8,'26-/*/5,@*N*G8@*22*, 8)>*,8G*,,(883@-06%j/5,@08,@*#N8*%H 1.2 Analyse van de verschillende servicekostenmethoden Analyse van de huidige servicekostenmethode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kH )#8G80*PL@#5>*H \, (*0 /82>*,@* P8*%L55#WU5,,**#@*/5-0>8*@G5,5>*#*,/*#(66#@*#522*@55@U*#%*2L%>*G55%0*%8-0*,,N'(0*2L%(*PP*, >*G55%0W/,@*#**,53#*%*,,>)2550-G*0@*(66#@*#H1*N*53#*%*,,>%5,)8-0*3NL,WN8@50(66#@*#**, >*@**20*/5,NL,P*0552@*/88#-'(800*,0*#6>%#L>0WG55#@*53#*%*,,>%5,88%,*>50*3NL,WU5,,**#**, (66#@*#,8>*b0#5G8*0P*052*,P8/*,8)NL,#**@-P*0552@*/88#-'(80HS88#,5G*2L%8/*#@*53#*%*,,>/5,@* -*#/'*%8-0*,8,0-0550/55%@-'6--*H155#,55-0-(*0/88#**,(66#@*#WG55#88%/88#**,/*#(66#@*#-8G-W 2*/*#,>*,*,@*,-0*,WG55#(*PP*,NL*#/55%U*,>N*>>*,-'(5)8/*#H )*,@*G*,,>*,,@*G5#%0 "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "#& &

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183 1. Gas, water, electra in servicekosten 0 27 Ja Nee Niet bekend Schoon, heel veilig in servicekosten 3 1 Ja Nee Niet bekend 3. Centrumanagement verdeelt over huurders/ verhuurder/n.b Ja Nee Niet bekend 4. Vergoeding beheer van sk in sk-afrekening (ja) of vast (nee) Ja Nee Niet bekend 5. Vastgoedmanagement zit in servicekosten Ja Nee Niet bekend 6. Belastingen in servicekosten Ja Nee Niet bekend 7. Marketing via verhuurder? Ja Nee 9. Bijdrage verhuurder openbaar? Niet bekend Ja Nee Niet bekend 8. Marketingbudget + overage opbrengsten naar verhuurder? Ja Nee Niet bekend 10. extra inkomsten WC voor verhuurder? Ja Nee Niet bekend "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "#& &

184 11. Duurzaamheid in servicekosten Ja Nee Niet bekend 12. Verdeling sk m2? 0 Ja Nee 27 Niet bekend 13. Staffel? Ja Nee Niet bekend 14. Betalingen maandelijks/ kwartaal vooraf (ja) achteraf (nee)? Niet bekend Ja Nee 15. Budgetverstrekken Ja / Nee Ja Nee Niet bekend 16. Rente bankrekening tgv SK? Ja Nee Niet bekend 17. Tekorten door bijv leegstand risico verhuurder? Ja Nee Niet bekend 19. Controle inter/extern of niet Ja Nee 18. Maximalisatie verliezen verspreiden over huurders? Niet bekend Niet bekend 5 17 Ja Nee 20. Geschillen in rechtszaal/ deskundigencommissie of onderling? 5 Ja Nee "#0,/""#("//,#2%5/")%5"#/%/""#+,#-+,#-+,#.,/0*/,"5"/>"/'")),#2/%/."'1,;")%./"#1%%'G\"&"'4*#&."H+,#)"4;"#/'*A "#& &

185 21. Handleiding servicekosten aanwezig? Ja Nee Niet bekend 22. Reserve Ja / Nee 4 9 Ja 14 Nee Niet bekend 23. Verzekering in SK (Ja/ Nee) Ja Nee Niet bekend Open op zondag? Ja/ Nee 7 Ja Nee Niet bekend