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Copyright of Journal of China Tourism Research is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The main aim of the study is to determine what kind of complaints students have, how universities react to these complaints, and how relevant reactions affect justice perceptions, complainant satisfaction, exit and negative word of mouth intensions of the students. In order to find out students' perceptions on university responses to their complaints, the justice dimensions; procedural, interactional, distributive, from relevant services marketing literature, are utilized. Moreover, the effects of these perceived justice dimensions on students' complaint satisfaction, exit and negative word of mouth intentions are measured. Path analysis results show that all justice dimensions exert significant effects on complainant satisfaction, exit and negative word of mouth intensions. Discussions of the results, implications for university administrations for better marketing activities, limitations and avenues for future research are also presented in the study. (Contains 4 tables and 1 figure.)

Copyright of Journal of China Tourism Research is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The first impression that diners receive from a food and beverage establishment is via its menu, which conveys more information than just price and food offerings. Despite evidence that suggests possible gaze patterns across restaurant menus, it remains largely unknown how different consumers process this information across different types of menus. Hence, the present study aims to examine consumer visual patterns across traditional Chinese menus compared with regular menus in relation to their price-consciousness, using eye-tracking methodology. Contrary to previous studies that suggest general patterns of scanpaths in reading menus, the findings of the current study note that "price-conscious" consumers exhibit different gaze patterns. Additionally, the menu layout appears to play a role in consumer processing of menu-related data as well. Thus, it is important that restauranteurs define their target consumers and design their menus accordingly. [ABSTRACT FROM AUTHOR]

Copyright of Journal of China Tourism Research is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Research on consumer reading (i.e., visual patterns) of Asian restaurant menus is new territory for academic research. This study is the first attempt to scrutinize consumers' visual patterns toward restaurant menus varied by the combination of page orientation (landscape vs. portrait) and menu script (horizontal vs. vertical). Based on existing menus, four distinct versions were created and tested on 54 participants, while collecting eye-tracking measures. After applying the twoway ANOVA, we found that page orientation, menu scripts, and their interaction do not cause a significant impact on the average total fixation time of the participants. Contingency table tests and the oneway ANOVA reveal that a sweet spot and sour spot exist on three of the four menus studied. 对亚洲餐厅菜单的消费者阅读（即视觉模式）;的研究是学术研究的 新领域. 这项研究是第一次尝试仔细研究消费者对餐厅菜单的视觉 模式, 这种模式因页面方向（横向与纵向）;和菜单脚本（水平与垂 直）;的组合而变化° 在现有菜单的基础上, 我们制作了四个不同版本 的菜单, 并在54名参与者身上进行了测试, 同时收集了眼球跟踪的测 量数据. 在应用双向方差分析后, 我们发现页面方向、菜单脚本及其 交互作用对参与者的平均总注视时间没有显著影响. 列联表检验和 单因素方差分析表明, 在所研究的四种菜单中, 有三种存在甜点和酸 点. [ABSTRACT FROM AUTHOR]

Service quality perception is one of the key determinants of customer satisfaction and repeat purchase. As such, it has received considerable attention in the marketing literature. Quality issues in the car rental industry, however, have received less attention. Furthermore, there is lack of a scale developed to measure service quality in car rental services. Th is paper aims to develop a measurement scale in accordance with the procedure recommended by Churchill (1979) and Parasuraman, Zeithaml, and Berry (1988). Empirical studies were conducted in two waves. First, qualitative research was undertaken in the form of 23 in-depth interviews that produced 61 items describing tourists' perceptions. Th en, a quantitative study was used to purify the scale items and to examine dimensionality, reliability, factor structure and validity. Finally, an 18-item RENTQUAL scale with the following six factors emerged: comfort, delivery, safety, handing over, ergonomics and accessibility. Results show that safety is the most important factor in car rental services. Paper also presents scale development procedure, discussion, implications and limitations. [ABSTRACT FROM AUTHOR]

This paper aims to provide an example for developing a measurement scale by using car rental services as a case. To do so, both qualitative and quantitative methods are utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman, Zeithaml & Berry (1988). In following their footsteps, the first qualitative research was undertaken in the form of 23 in-depth interviews which produced 61 items that described user perceptions. Then, a quantitative study was undertaken to purify the scale items, examine dimensionality, reliability, factor structure and validity. After a rigorous statistical analysis an 18-itemed scale with six factors emerged. The paper also introduces the setting of the research and presents need for scale development briefly which is followed by discussion, implications and limitations. [ABSTRACT FROM AUTHOR]