Organizational Citizenship Behavior of Cabin Crew: A Taiwanese Case Study in a Post-Pandemic Context

The COVID-19 outbreak profoundly disrupted the aviation industry and reshaped cabin crew work conditions, increasing psychological strain and altering job resources. Against this backdrop, this study investigates the antecedents of organizational citizenship behavior among cabin crew members in a Taiwanese airline, focusing on job crafting, perceived organizational support, job burnout, and organizational commitment. A purposive and quota sampling method was employed to collect data through an online questionnaire from a Taiwanese airline company. The collected data was analyzed using structural equation modeling to verify the proposed model. The study found that job burnout does not significantly affect organizational citizenship behavior or organizational commitment and that job crafting does not significantly affect job burnout. In contrast, job crafting and perceived organizational support have a positive effect on organizational commitment and organizational citizenship behavior, whereas perceived organizational support has a negative effect on job burnout. Finally, the study discusses managerial implications and suggests directions for future research.