Abstract: Behavioral operations management is a cross-discipline of behavioral sciences and management sciences, which has a broad development prospect. Customers’ satisfaction is directly related to the supermarket’s profits and market competitiveness. This paper studies a large supermarket. The dynamic scheduling problem is described as  maximizing customer satisfaction and minimizing operating costs as the goal with the rule of first in first out by a triplet[α/β/γ]. And it establishes a corresponding mathematical model. Then using plant growth simulation algorithm it does algorithm design. It uses the actual data to simulate and the results prove that the study is effective and feasible.

Key words: behavior characteristic, checkout, optimization scheduling, satisfaction, plant growth simulation algorithm

摘要： 行为运作管理是管理科学和行为科学的交叉学科，具有广泛的发展前景。在零售行业，顾客的满意度直接关系到企业的利润收益和市场竞争力。基于此，对某大型超市进行实地研究，基于前景理论分析顾客的行为特征，通过融合模糊理论，建立满意度函数；运用三元组[α/β/γ]方法对问题进行了描述，将收银口调度描述为一类以最大化顾客满意度为主要目标，最小化经营成本为次要目标，具有机器使用限制和先入先出原则的优化调度问题，并建立了相应的数学模型；运用模拟植物生长算法进行了算法设计；用实际案例进行了数值仿真，说明了研究的有效性和可行性。

关键词: 行为特征, 收银口, 优化调度, 满意度, 模拟植物生长算法