Reverse Service: A New Concept of Service Science

Abstract:

The service industry have become vital strength of today’s global economy. The traditional service are almost designed and drived from enterprise. This article firstly brings forward the concept of ‘Reverse Service’, which feature is ‘Customer Pull’, individuation, green low carbon and circulation friendly. The article introduce the meaning of the reverse service from the perspective of customer experience with its core content of the optimization of customer experience, path of reverse service and system optimization, intellectual value added 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 summarize the scientific significance of research from this perspective including particularity, systematic science and green sustainability. Finally, the article gives the summary of the current research status and development trend of the relevant field.

• Periodical: Advanced Materials Research (Volume 629)
• Pages: 956-961
• DOI: https://doi.org/10.4028/www.scientific.net/AMR.629.956
• Online since: December 2012
• Authors: Hao Hao, Feng Zhang, Guo Chun Tang, Xing Gen Wu
• Keywords: Behavioral Operational Research, Customer Experience, Green Service, Reverse Service

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