Reverse Service Based on Customer Experience & Behavioral Operational Research

"The global economy has been entirely turning to service and experience economy. The traditional service is almost designed and derived from enterprise, be named as ‘push service爷. This article firstly brings forward the concept of ‘ reverse service爷, which feature is 'customer pull', individuation, green low carbon and circulation friendly. The article introduces the meaning of the reverse service from the perspective of customer experience and behavioral operational research, and its core content is the optimization and decision modeling of customer behavior orientation, path of reverse service and system optimization, psychological cognition, intellectual added value and interface innovation, which objective is implementing cycle use of resource, green environment protection, maintaining service reputation, building up brand image and enterprise sustainable development. Based on this, this article summarizes the scientific significance of research from this perspective including particularity, systematic science and green sustainability. Then, the articlegives the summary of the current research status and development trend of the relevant field. Finally, the conclusion is given for the blank of the field research and potential thesis of future."