|
|
Melissa BakerAssistant Professor
|
Education:Ph.D., Candidate, Virginia Tech M.S., Virginia Tech, 2010 B.S., Cornell University, 2002 |
Research/Teaching Interests:Food and beverage management, services marketing, human resources management, customer complaining, service failure, emotional labor, facial features and impression formation |
Selected Publications:
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.
Baker, M. A., Murrmann, S. K., and Green, C. G. (2013). Dining in the city: Server behaviors, time preferences, and the effect of urbanization in restaurants. Journal of Foodservice Business Research 16(1).
Awards:
Warren Holtzman Award for Research Excellence
Outstanding Doctoral Student Award, Pamplin College of Business, Virginia Tech
Excellence in Teaching Award, Department of Hospitality & Tourism Management, Virginia Tech
