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Organisation design is at the core of any high-productivity organisation, by mapping the service delivery chain organisations can determine how to turn its resources into inputs, outputs and outcomes. This then helps to identify key constraints for improving budget efficiency, productivity and effectiveness.
Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.
Our study of 3,000 UK shoppers benchmarks consumer attitudes to understand how we shop, our preferences and the extent we require sustainable/ethical practices.