responses

Response to – Ly L.

 I am excited that you mentioned that customers and the business dedicate their bodies, property, mind, information, and data as inputs to the service processes in a bidirectional relationship. I found that this situation is also referred to as customer-supplier duality (Bordoloi 253). As you have indicated, this duality is best actualized in a round table, where both customers and the business can give their inputs. This also enables BCI to learn their customers and match accounting staff who have skills that a customer is expecting.

Bordoloi, Sanjeev, James A. Fitzsimmons, and Mona J. Fitzsimmons. Service Management: Operations, Strategy, Information Technology. New York: McGraw-Hill Education, 2019.

Response to – Elizabeth S.

You included a keyword that I think is crucial for the bidirectional relationship – brainstorming. I think the major essence of this relationship, even the round table is to brainstorm so that the business can understand customers’ expectations, and customers can understand what they will offer to the business. That way, it becomes even easier to leverage, and transform customers to partners, who are likely to support the business for a longer time and with extra commitment.