People power in politics

Article Abstract:

The market research industry should look for new models for public involvement in the decision-making process. The shortcomings of the large-scale public opinion poll has necessitated the use of focus groups to provide new sources of data. These techniques have also fallen short of the objective of true interaction which resulted in experiments using citizens' panels, citizens' juries, neighborhood forums, citizens' workshops and consensus conferences. Creating a more participative repertoire of polls, panels and focus groups ensures more public involvement in decision-making.

Public opinion polls

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Public transport: the role of mystery shopping in investment decisions

Article Abstract:

A study was conducted to analyze London Underground's utilization of the mystery shopping method as an input to investment decision making processes associated with efforts to enhance the travel environment. Researchers played the role of customers or possible clients to observe the delivery of services with regards to specific service standards. Results indicated that the mystery shopping technique supported improvements in service and customer satisfaction through comparisons between the influence of capital investment and operational investment decisions.

Retail Trade, Planning, Investments, Services industry, Service industries

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