...Kumkum Bharti; Rajat Agrawal; Vinay Sharma Purpose – The purpose of this paper is to explore the drivers of customer participation for value co-creation among bottom of the pyramid (BOP) customers. In addition, the difference, if exists, between the perception of customer and marketers belongs...

... quality and adapting these to particularly reflect the remote delivery format of the Internet, this study proposes and tests a service quality model of Internet banking. The research uses participant observation and narrative analysis of a UK Internet banking Web site community to explore how Internet...

... and used by management in decision making. © MCB UP Limited 1996 Customer satisfaction Internal markets Management styles Morale Participation That issue is what effect the measurement of customer satisfaction has ‐ both on the implementation of marketing strategies of service...