PHYSICAL ENVIRONMENT AND SERVICE
EXPERIENCE: AN APPROPRIATION-BASED MODEL
A lot of research has been dedicated to the study of the physical environmen4s
influence on consumersí behaviours. These studies have shown that a store or a
serviceís atmosphere can influence the consumersí experience, emotions, purchase
behaviours, evaluations and decision processes. But most of these studies draw
from the atmospheric model and overlook an important process in the consumerphysical
environment relationship: the appropriation process. Moreover, recent
works have illustrated that the use of atmospherics tools is not always profitable.
The aim of the paper is to show how the appropriation process gives an improved
understanding of the consumer-physical environment relationship. The first part of
the paper is dedicated to an analysis of atmospherics and appropriation literature.