Abstract
This study aimed to verify the mediating effect of job stress to explain the mechanism of customer incivility perceived by airline ground staffs on job performance. In addition, the role of coworker support among social support was verified as a variable that can control the effect of job stress on job performance. In order to verify the research model, a survey was conducted on 235 people working in airline ground positions. As a result of the study, first, the influence relationship of customer incivility on mental stress was significant as a positive (+) relationship. In addition, the influence relationship of customer incivility on physical stress was significant as a positive (+) relationship. Second, the influence relationship of mental stress on job performance was not significant. In addition, the influence relationship of physical stress on job performance was not significant. Third, as a result of verifying the moderating effect of coworker support, it was confirmed that there was a difference in influence depending on the difference in the high and low involvement of coworker support.
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