... event theory (AET) to investigate how workplace bullying leads to incivility through the emotions of anger, shame and fear and the moderating role of trait self-control. Design/methodology/approach Multi-wave survey data were collected from 328 hotel employees in Jordan. Hypotheses were tested using...

... and provides conceptualizations of the key concepts – customer delight and anger. Next, the conceptual model and related hypotheses are presented. Then the data and measures are discussed, the research model is evaluated, and the results are presented. Finally, implications of the empirical results...

..., crisis communication and empathic concern, are tested using two experimental design studies of 180 and 107 adult respondents. Findings – The effects of both empathy (positive) and anger (negative) on attitudes toward the SSWs involved in crisis are mediated by controllability of attribution...