What is it about?

Airports the world over are rapidly evolving in view of airline liberalization and increased air travel demand. Augmented competition has resulted in airport privatization and wide-ranging passenger-centric technologies. With the rise of self-service technologies at various service touchpoints, are airport staff still useful? This study illustrates that passengers are emotional beings, and therefore human touch makes their airport experience memorable which trigger favorable behaviors.

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Why is it important?

The findings demonstrate that human touch is still pivotal in airport service delivery and that airport managers should not be quick to automatize all service domains fully. That, "high-tech - high-touch strategy" may be the way forward.


Asymmetric contracts and reward deficiencies are rife in hospitality, travel and tourism industries. Given the rapid character transformation of hub airports, it has become crucial to place the relevance of airport staff in this evolution into the right perspective. It is my hope that this paper does just that. A contribution to the discussion on airport staff usefulness.

Collins Opoku Antwi
Zhejiang Normal University

Read the Original

This page is a summary of: Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis, Journal of Retailing and Consumer Services, May 2020, Elsevier,
DOI: 10.1016/j.jretconser.2019.102002.
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