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Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print)
Quarterly Publication
Volume 8 Issue 11 pp. 1199-1206 , 2018

The effect of ambient scent on consumer experience: Evidence from mobile industry Pages 1199-1206 Right click to download the paper Download PDF

Authors: Kayvan Darabi, Vahid Reza Mirabi

DOI: 10.5267/j.msl.2018.8.005

Keywords: Ambient scent, Customer response, Customer loyalty, Service quality, Sensory customer experience, Mobile industry

Abstract: 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.

How to cite this paper
Darabi, K & Mirabi, V. (2018). The effect of ambient scent on consumer experience: Evidence from mobile industry.Management Science Letters , 8(11), 1199-1206.

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Journal: Management Science Letters | Year: 2018 | Volume: 8 | Issue: 11 | Views: 2679 | Reviews: 0

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