Modeling customer behavior and exploring the motivations that drive their actions within a shopping mall is the subject of study in multiple works, which has generated new theories in marketing and related areas. However, seen from a computational perspective, the modeling of this system is complex given its emergent behavioral nature. In this paper, we propose a decision support model through a simulation implemented with multi-agent systems emphasizing the emotional BDI model and fuzzy logic decision making. This simulator is used to recognize improvement opportunities for businesses operation within a shopping mall. © 2022, Springer Nature Switzerland AG.