OVER THE LAST SEVERAL YEARS, airline passengers have become empowered by technology. Booking a flight and checking in at the airport now can be "self-service" activities in which interaction with airline employees is minimal or nonexistent. This is largely welcomed by carriers because it allows for lower staffing levels and, regarding check-in, can streamline foot traffic in terminals. Determining how passengers are reacting to this major shift in the air travel experience, particularly when ...

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