... to the right arrows between “Workplace bullying” to the middle ovals. Affective event theory Workplace bullying Shame Anger Fear Incivility Self-control Avoidance Hotel industry Conquer anger with non-anger, conquer badness with goodness, conquer meanness with generosity, conquer...

... overcompensation. Design/methodology/approach The paper covers two studies. Study 1 used the novel approach of asking participants who had experienced a service failure in the hotel industry what amount of money (recovery) would make them more satisfied than in the case of error-free service. Study 2...

...Hyo Sun Jung; Hye Hyun Yoon Purpose Drawing on social identity theory, the purpose of this paper is to examine whether social undermining significantly influences employee voice (or silence) and organizational deviant behavior in the hotel industry regarding three types of social undermining...