ABSTRACT
Aggressive behavior against staffs has been a problem in public transportation. It is important to find out controllable influencing factors of the aggressive behavior to reduce the harm to staffs. In the railway stations, the passengers sometimes witness other passengers’ aggressive behavior against the station staff. Therefore, we attempted to reveal the actual situation of the physical and the verbal aggressive behavior against the station staff in Japan and influencing factors of the aggressive behavior in the railway stations through passengers’ perceptions. The results of our survey showed that the high evaluation of “Transportation” services was related to the low rate of witnessing the verbal aggressive behavior and the high evaluation of “Facilities” of the stations was related to the low rate of witnessing the physical aggressive behavior
