Assistant Professor, Department of Hospitality and Tourism Management, University of Massachusetts, 9/12-Present
Service Failure & Recovery
Appearance and Impression Formation
Food and Beverage Management
Human Resources Management
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
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. (Forthcoming). Other customer service failure: Emotions, impacts, and attributions. Journal of Hospitality and Tourism Research.
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) xx- xx.
Baker, M. A., Davis, E., Weaver, P. A. (2014). Eco-friendly attitudes, barriers to participation and differences in behavior at green hotels. Cornell Hospitality Quarterly 55(1), 89-99
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.