The revelations in this book are critical to protect the customer experience and to repair public sentiment and confidence in the financial service markets.”
Sterling A. Bone, Ph.D., Marriott School of Management, Brigham Young University

Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book concentrates on the benefits to the consumer as well as the company or financial institution. It details methods used to measure the customer experience and detect misleading sales practices, such as unfair treatment and discrimination in the financial services market place.
 

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It argues that the decisions which need to be made regarding the allocation of the scarce resources produced by the business community should be based on justice and equality, rather than the traditional capitalist paradigm. It explains in non-technical terms the principle philosophical theories of justice and argues that a firm has a moral responsibility to seek distributive justice in its dealings with its shareholders, employees, suppliers, customers, and other people with whom it has dealings, who are considered to be the firm’s stakeholders.

This volume brings together the greatest hits of Zeff's academic career, including several articles that were published in out-of-the way places, for easier use by students and researchers of the field. In an introduction, Zeff discusses the evolution of his research interests and explains the factors led to the writing of the papers and their intended contribution to the literature.

In particular, the emergence of new markets is given broad coverage – particularly the rise to financial prominence of China and India and other growth economies in Asia and elsewhere. Key features of the book include:

• The effects of globalization and the greater connectedness of national economies and the world economy as a whole.
• An excellent introduction to exchange rates available and how they directly impact upon firms as well as governments.
• The pervasive influence of multinational corporations on the global financial scene as well as the opportunities presented by e-commerce.

The material is interlaced with a wealth of supplementary material including real world case studies, review questions, examples and objectives. The result is the most authoritative survey of international finance currently available.
 

In this book, the author draws from finance, psychology, economics, and other disciplines in business and the social sciences, recognising that personal finance and investments are subjects of study in their own right rather than merely branches of another discipline.

Considerable attention is given to topics which are either ignored or given very little attention in other texts. These include:

• the psychology of investment decision-making
• stock market bubbles and crashes
• property investment
• the use of derivatives in investment management
• regulation of investments business.

Packed with over one hundred exercises, examples and exhibits and a helpful glossary of key terms, this book helps readers grasp the relevant principles of money management. It avoids non-essential mathematics and provides a novel new approach to the study of personal finance and investments.

The book also comes with a supporting website that includes two updated chapters, a new article featuring a behavioural model of the dot com, further exercises, a full glossary and a regularly updated blog from the author.
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