Abstract
The purpose of this study is to verify the effect of Jaycustomer behavior perceived by employees on burnout and organizational citizenship behaviors of airline ground staff. The moderating effects of social support on organizational citizenship behavior were also examined. Based on extensive literature review, the three factors of Jaycustomer behavior were selected: ‘language and physical violence’, ‘rude attitude and behavior’, and ‘sexual harassment’. The survey was conducted online and offline from July 11, 2017 to August 31, 2017, and a total of 287 copies were used for the statistical analysis.BR As findings, all jaycustomer behavior factors had a positive effect on airline employee
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