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Melissa Baker

Department Chair

Hospitality & Tourism Management


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

Professional Experience

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

Academic Appointments

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

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

Research Interests

Service Failure & Recovery
Appearance and Impression Formation
Edible Insects

Teaching Interests

Food and Beverage Management
Service Management
Human Resources Management

Selected Publications

Kim, K., Baker, M. A. (2020). Paying it forward: The influence of other customer recovery on future co-creation. Journal of Business Research. A Level) 

Baker, M. A., Kim, K. (2020). Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life. International Journal of Hospitality Management, 87, 102503.(Hospitality: A Level)

Legendre, T. S., Baker, M. A. (2020). The influence of consumer knowledge and trust on risk-benefit perceptions of edible insects.  Journal of Hospitality and Tourism Research. (Hospitality: A Level)

Legendre, T. S., Baker, M. A., Warnick, R., Assaf, A. (2020). Worldview based hospitality brand support: Belief in a just world theory.  International Journal of Contemporary Hospitality Management 32(3), 1089- 1107.(Hospitality: A Level)

Kim, K., Baker, M. A. (2019). The customer isn’t always right: The implications of illegitimate complaints. Cornell Hospitality Quarterly ARTICLE.(Hospitality: A Level)