Prof. Melissa Baker 

Melissa Baker  

Assistant Professor


Telephone: 413-545-0572

Email: mbaker@isenberg.umass.edu

Office: Flint 203C

 

View CV (pdf)

  


Education:

Ph.D., Virginia Tech, 2013

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:


Baker, M. Davis, E., Weaver, P. (Forthcoming). Eco-friendly attitudes, barriers to participation, and differences in behavior at Green Hotels. Cornell Hospitality Quarterly.

Magnini, V. P., Baker, M. A., Karande, K. (Forthcoming). A driver of initial guest perceptions:The frontline provider's face.  Cornell Hospitality Quarterly.
 

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