How Well Are Poor People Served by Canadian Banks? Testing Consumer Treatment Using Mystery Shopping

WinnSpace/Manakin Repository

How Well Are Poor People Served by Canadian Banks? Testing Consumer Treatment Using Mystery Shopping

Show full item record

Title: How Well Are Poor People Served by Canadian Banks? Testing Consumer Treatment Using Mystery Shopping
Author: Buckland, Jerry; Brennan, Marilyn; Fikkert, Antonia
Abstract: This study reports on results from a mystery shopping method that was designed to see how lowincome people were treated by banks in a simple shopping event. Banks that were shopped include mainstream and fringe banks. Mystery shopping was used as a research method to obtain quantitative and qualitative insights on the behaviour of financial service staff toward low-income people.
Description: 55 pages. Appendices.
URI: http://hdl.handle.net/10680/410
Date: 2012-02-14

Files in this item

Files Size Format View
Buckland_Brennan_Fikkert.pdf 331.2Kb PDF View/Open

This item appears in the following Collection(s)

Show full item record

Search WinnSpace


Advanced Search

Browse

My Account