Business, Enterprise & Management
Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/5
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Item Customers' Perceptions of Quality Assurance in Scottish Hostels.(2002-10) Frew, Andrew J.; Robb, C.; Brennan, CarolItem Involving older people in the development of financial products and services.(Queen Margaret University, 2009-07) Brennan, Carol; Ritch, Elaine; Coull, YvonneContext - For older people, financial awareness is increasingly relevant in a complex market where the implications of making ill-informed decisions can be costly both financially and emotionally (National Statistics 2007). This pilot research study provided an opportunity to focus on the suitability of selected financial products for older people. Bank accounts and equity release products were selected for this study by an expert advisory panel. New marketing initiatives were being used to promote bank accounts including forms of insurance to the ‘50+’ market. Also older people are now expected to provide for their retirement and it is anticipated that equity release will be one product which may be used to fund and maintain consumer lifestylesItem Sustainable consumption and the retailer: will fashion follow food?(Tilde University Press, 2011-06-01) Ritch, Elaine; Schroder, Monika; Brennan, Carol; Pretious, Mike; D'Souza, Clare; Polonsky, Michael J.; Taghian, MehdiItem Complaints procedures in local government : informing your customers(Emerald Group Publishing Limited, 2002-01) Brennan, Carol; Douglas, AlexRecently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints Management Systems - Guide to Design and Implementation. This standard tends to focus on those systems and procedures that organisations put into motion after a complaint has been received. However, for many customers, particularly of large organisations such as local government services, the problems begin with knowing how to gain access to the complaints system. In the public sector this visibility usually takes the form of some kind of information leaflet which should detail certain basic information that will allow customers to access the complaints system. This paper develops a framework for an effective customer complaints information leaflet and then evaluates Scottish councils' corporate complaints information brochures against this framework to determine whether or not they meet its acceptance criteria for effectiveness. Each leaflet was evaluated against 12 points of good practice developed from both Central Government's guidelines and the new British Standard guidelines. The results showed that although a majority of them met many of the framework criteria, a significant proportion fell well short of what would be deemed acceptable.