Abstract
This study aims to present the significance of effective human resource management in the aviation industry by analyzing the moderating effect of job experience and whether job stress of cabin crew caused by jay customers affects pro-social service behavior. The empirical study conducted a self-reported survey of cabin crews from November 2020 to January 2021. With a total of 322 samples, Frequency analysis, correlation analysis, and reliability analysis were performed using SPSS 23 and SMART PLS statistical program. The results indicated that all factors of four sub-dimensions of jay customer behavior had a negative effect on job stress. However, jay customer behavior did not significantly affect pro-social service behavior. In addition, job stress negatively affected pro-social service behavior and had a full mediation role in the relationship between jay customer behavior and pro-social service behavior. The moderating effect of job experience was found to have more stress on the crew group with long-term work experience than the group with short-term work experience, regardless of the severity of jay customer behavior.
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