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Title:
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How Well Are Poor People Served by Canadian Banks? Testing Consumer Treatment Using Mystery Shopping
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Author:
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Buckland, Jerry; Brennan, Marilyn; Fikkert, Antonia
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Abstract:
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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. |
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Description:
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55 pages. Appendices. |
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URI:
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http://hdl.handle.net/10680/410
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Date:
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2012-02-14 |