Melissa Baker

Education

PhD, Virginia Tech, 2013 MS, Virginia Tech, 2010 BS , Cornell University, 2002

Academic Appointments

Associate Professor, Department of Hospitality and Tourism Management, University of Massachusetts, 9/12-Present

Research Interests

• Service Failure & Recovery
• Appearance and Impression Formation
• Edible Insects

Teaching Interests

• Food and Beverage Management
• Service Management
• Human Resources Management

Professional Background

Professional Experience Assistant General Manager, 2002-2008, Bravo Development, Inc.

Recent Honors & Awards

College Outstanding Teacher Award, Isenberg School of Management , 2016 Outstanding Scientific Paper Reviewer Service Management & Marketing, International Council on Hotel, Restaurant, and Institutional Education, 2015 Eta Sigma Delta Chapter of Distinction Award, International Council on Hotel, Restaurant, and Institutional Education, 2015 Outstanding Doctoral Student Award, Pamplin College of Business, 2012 Holtzman Award for Research Excellence, 2012

Selected Publications

Baker, M. A., Kim, K. (2018). The role of language, appearance, and smile on perceptions of authenticity versus rapport. International Journal of Hospitality Management.

Shin, T. J., Warnick, R., Baker, M. A. (2017). We support your restaurants because you are local underdogs: Systems justification theory perspectives. Cornell Hospitality Quarterly.

Kim, K., Baker, M. A. (2017). How the employee looks and looks at you: Building employee-customer rapport. Journal of Hospitality and Tourism Research.

Kim, K. K., Baker, M.A. (2017).The impact of service provider name, ethnicity, and menu information on perceived authenticity and behaviors. Cornell Hospitality Quarterly.

Baker, M. A. Kim, K. (2016). Other customer service failure: Emotions, impacts, and attributions. Journal of Hospitality and Tourism Research, doi 1096348016671394

Baker, M. A., Magnini, V. P. (2016). The evolution of services marketing, hospitality marketing, and building the constituency model for hospitality marketing. International Journal of Contemporary Hospitality Management 28(8), 1510- 1534.

Baker, M. A., Shin, J. T., Kim, Y. W. (2016). An exploration and investigation of edible insect consumption: The impacts of image and description on risk perceptions and purchase intent. Psychology & Marketing 33(2), 94- 112.

Magnini, V. P., Baker, M. A., Karande, K. (2013). A driver of initial guest perceptions: The frontline provider’s face. Cornell Hospitality Quarterly 54(4), 396- 405.

Chu, K. H.L., Baker, M. A., and Murrmann, S. K. (2012). When we are onstage, we smile: The effects of emotional labor on employee work outcomes. International Journal of Hospitality Management 31(3), 906-915.

Baker, M. A., Magnini, V. P., and Perdue, R. R. (2012). Opportunistic customer complaining: Causes, consequences, and managerial alternatives. International Journal of Hospitality Management 31(1), 295-303.