摘要：The purpose of this experiment is to investigate the effect of the environmental scent on the sensory
and physical aspects of the consumer's experience. Samples were tested in a pre-test and post-test
group for two days with one week interval. At the time of the post-test, the subjects were exposed
to a gardening fragrance when exposed to customer service. In this paper, an independent variable
called environmental notes and six dependent variables including feelings of comfort, perception
of waiting time, perceived service quality, loyalty, charming sensation, and service satisfaction
were used for testing. This research is, in terms of purpose or orientation, applied and operational,
descriptive and experimental. In this study, alternative assumptions about the effect of the environmental
scent on feelings of comfort, perception of waiting time, loyalty and charming sensation
were approved, but the effect of the environmental scent on perceived service quality of service
and service satisfaction were not approved. According to the results of this research, it can be said
that consumers’ environmental perception had a positive impact on the sensory dimension of customer’s
experience in customer service, but did not affect their physical experiences.
关键词：Ambient scent;Customer response;Customer loyalty;Service quality;Sensory customer experience;Mobile industry
