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Protecting Main Street : Measuring the Customer Experience in Financial Services for Business and Public Policy. 企業と公共政策のための金融サービスにおける 顧客の経験を測定する
・ISBN 978-0-415-99601-3 2010 hard GB£ 171.99
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・ISBN 978-1-138-86416-0 2015 paper GB£ 53.99
￥17,103.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
版元の原価改定、外国為替の変動等により異なる場合がございますので、予めご了承下さい。
電子版あり 大学・学術機関向け電子ブック（eBook）ISBN 978-0-203-84198-3
| 著者・編者 | Lubin, Paul C., |
|---|---|
| 出版社 | (Routledge, US) |
| ページ数 | 128 pp. |
| 言語 | ENG |
| ニュース番号 | ＜576-345＞ |
解説
Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book focuses on the benefits to the consumer as well as the company or financial institution. The book describes how business and government can undertake market research to determine whether the credit and investment markets are functioning properly and providing consumers with adequate information to make sound and safe credit and investment decisions. A discussion of different market research methods abilities to uncover problems in the credit and investment markets is provided.
Findings and trends from studies measuring the customers experience in the credit and investment markets during the 1991 - 2009 time periods are discussed along with regulatory guidelines and consumer protection laws. The methodologies used to measure the customer experience and detect misleading sales practices; unfair treatment and discrimination in the financial services market place are described in detail. The techniques of mystery shopping, matched pair testing and consumer surveys are described along with a detailed discussion of study design, data collection methods, sample size determination, statistical testing, reporting and analysis. Sample questionnaires, mystery shop scenarios and profiles and sample analyses and charts are provided.