Purpose – This paper aims to describe the experiences of Australian general insurer AAMI, the first private company to offer a customer charter and draw a comparison between service guarantees and customer charters. The paper also proposes a decision-support framework for the design,...

Purpose – The purpose of this paper is to review, critique and develop a research agenda for the Elaboration Likelihood Model (ELM). The model was introduced by Petty and Cacioppo over three decades ago and has been modified, revised and extended. Given modern communication contexts, it is...

Purpose – This paper seeks to test the effects of intrinsic and extrinsic aspirations on luxury brand preference. The objective is to help luxury marketers better understand and anticipate the psychological needs of their customers. Design/methodology/approach – Based on a thorough review of...

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...