Store Atmosphere (Sensory)

What it measures

A four-item scale capturing the degree to which shoppers find the physical environment of a retail space unpleasant, covering sensory factors like temperature, noise, air quality, and cleanliness.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• The temperature inside of the __________ was pleasant. (r)
• The music inside of the __________ was too loud.
• The air quality inside of the __________ was poor.
• The __________ was very clean. (r)

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Reynolds and Harris (2009) built and empirically validated this scale, adapting items originally proposed by d'Astous (2000) as part of an “ambient factor” that d'Astous had identified through expert judges rather than factor analysis, and had used as individual items rather than a combined scale. Reynolds and Harris refined these into a proper summated scale through qualitative work and two pilot studies, then confirmed it via CFA alongside three related scales (AVE = .57), with strong internal consistency (α = .91). Item wording requires a generic placeholder for the type of physical space being rated — the original study used “outlet,” but store, mall, or dealership work equally well depending on context.

Citation

Reynolds, Kate L. and Lloyd C. Harris (2009), "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, 85 (3), 321-335.

Keywords