Servic-escape! A cross-sectorial study on environmental shopping irritations

Nathalie Demoulin, Kim Willems, Gilbert Swinnen

Research output: Chapter in Book/Report/Conference proceedingConference paper


Most previous studies on store atmospherics have focused on their impact on positive emotional customer responses. However, less pleasurable shopping experiences may also generate negative affective responses. This research investigates the effect of shopping environment on customers' irritation level and satisfaction across three retail sectors varying in terms of involvement and shopping motives. Our results demonstrate that design and social aspects of the store are the most irritating. Customers' irritation decreases their satisfaction. However, these effects depend on involvement and shopping motives.
Original languageEnglish
Title of host publicationProceedings of the 2014 AMA SERVSIG International Service Research Conference
EditorsRodoula H. Tsiotsou, Yannis Hajidimitriou
PublisherUniversity of Macedonia
ISBN (Print)978-960-98740-9-0
Publication statusPublished - 13 Jun 2014
EventAMA Servsig 2014 - International Service Research Conference - Thessaloniki, Greece
Duration: 13 Jun 201415 Jun 2014


ConferenceAMA Servsig 2014 - International Service Research Conference

Bibliographical note

Academy of Marketing Association


  • Irritation
  • Store environment
  • Involvement
  • Shopping motives

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