Reports a pilot study of the relative importance of import decision variables as rated by Australian managers. A systematic sample of 104 Australian managers representing different companies participated in the study. Australian importers rated product quality as the most important variable when...

Purpose – The purpose of this paper is to explore companies' experiences in designing and implementing service guarantees. Design/methodology/approach – The methodology relied on 22 in‐depth personal interviews across a sample of ten Australian service firms. Findings – The effectiveness...