Institute of Transportation, MOTC

　　This research examined the relationship between jaycustomers’ behavioral severity and flight attendant’s service sabotage intentions. Using Taiwanese flight attendants as the sample, a scenario-based experiment suggests that several different factors may determine the relationship between jaycustomers’ behavioral severity and service sabotage intentions. First, a flight attendant’s perceived behavioral control mechanism has a direct negative impact and a negative interaction effect with jaycustomer severity regarding service sabotage intentions. Second, the idealism (relativism) possessed by flight attendants has a negative (positive) impact and a negative (positive) interaction effect with jaycustomer severity on service sabotage intentions. Finally, there are two significant three-way interaction effects among idealism (relativism), perceived behavioral control, and jaycustomer behavioral severity on service sabotage intentions. This research also provides the theoretical and managerial implications of this study.