Abstract: Service is inherently characterized by experience,and "customer" is one of the key factors which influence service experience.But owing to the served customer's strong desire for participation,the customer's behaviour has great influence on the service experience.Through the guidance of service,compatibility control,prevenient education and the effective management of of customer's behaviour by encouraging participation and coordination,we will give customers good service experience,which is helpful for service enterprises to build an excellent image and cultivate loyal customers and strengthens the service enterprise's competitive power.