Customer Satisfaction in Airport Baggage Reclaim: Conceptualising a Moderated-Mediated Model of Service Quality and Risk Management
This study conceptualises a moderated-mediation framework to explain customer satisfaction in airport baggage reclaim operations. Customer satisfaction is positioned as the dependent variable, with baggage reclaim handling process serving as the independent variable. Drawing on process improvement and service quality perspectives, the framework proposes service quality as a mediator through which baggage reclaim handling influences […]
