.... Design/methodology/approach Through a scenario experiment in an in-person setting and two online experiments, this study demonstrates that perceived crowding amplifies consumers’ desire for revenge by triggering ego depletion and moral disengagement. In addition, the message framework (self-focused vs...

...Syed Harris Laeeque; Madiha Ali Purpose Grounded in conservation of resources theory, this study aims to examine the relationship between customer incivility and ride-hailing drivers’ (RHDs) service sabotage, testing emotional dissonance and ego depletion as serial mediators and emotional...