How Well Are Poor People Served by Canadian Banks? Testing Consumer Treatment Using Mystery Shopping
![Thumbnail](/xmlui/bitstream/handle/10680/410/Buckland_Brennan_Fikkert.pdf.jpg?sequence=4&isAllowed=y)
View Open
Metadata
Show full item recordAuthor
Buckland, Jerry
Brennan, Marilyn
Fikkert, Antonia
Date
2012-02-14Abstract
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.