基于客户体验与行为运筹学的逆向服务(运筹学与控制论)

全球经济已经全面向服务和体验经济转型,传统意义上的服务更多从企业角度设计和驱动服务,属于"推动式服务"。本文首次提出了"逆向服务"的概念,其特征是"客户拉动式"、个性化、绿色低碳和可循环性。通过客户体验与行为运筹学等崭新视角对"逆向服务"的内涵进行了诠释,其核心内容是基于客户行为的最优化及决策模型、逆向服务路径及系统优化、心理认知与智力增值形式和界面创新,最终目的是实现资源循环使用、绿色环保,维护服务信誉、树立企业品牌形象、企业可持续发展。在此基础上归纳了从这一视角进行研究的科学意义,即独特性、系统科学性和绿色可持续性。接着对相关领域的研究现状和发展动态进行综述。最后对该领域研究的空白和未来的潜力进行总结。

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’.This article firstly brings forward the concept of ’reverse service’,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 article gives 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.