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Hospitality & Tourism Management

Selected Publications

Uysal, M., & Sirgy, M. J. (2019). Quality-of-life indicators as performance measures. Annals of Tourism Research, 76, 291-300. https://doi.org/10.1016/j.annals.2018.12.016

Woo, L., Assaf, A. G., Josiassen, A., & Kock, F. (2019). Internationalization and hotel performance: Agglomeration-related moderators. International Journal of Hospitality Management, 82, 48-58. https://doi.org/10.1016/j.ijhm.2019.03.007

Kock, F., Josiassen, A., & Assaf, A. G. (2019). Scale development in tourism research: Advocating for a new paradigm. Journal of Travel Research, 58(7), 1227-1229. https://doi.org/10.1016/j.ijhm.2019.03.007

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

Ahn, J. S., Assaf, A. G., Josianssen. A., Baker, M. A., Lee, S., Kock, F., Tsionas, M. G. (2019). Narcissistic CEOs and corporate social responsibility: Does the role of an outside board of directors matter? International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2019.102350

Kim, Y. S., Baker, M. A. (2019).  I earn it, but they just get it: Loyalty program customer reactions to unearned preferential treatment in the social servicescape.  Cornell Hospitality Quarterly. https://doi.org/10.1177/1938965519857539   

Baker, M. A., Kim, K. (2019). Value destruction in online reviews: The effect of language, emotions, and trustworthiness.  International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-03-2018-0247

Kim, K., Baker, M. A. (2019). How the employee looks and looks at you: Building employee-customer rapport.   Journal of Hospitality and Tourism Research, 43(1), 20-40. https://doi.org/10.1177/1096348017731130

Baker, M. A., Kim, K. (2018). The role of language, appearance, and smile on perceptions of authenticity versus rapport.  International Journal of Hospitality Management, 74, 171- 179. https://doi.org/10.1016/j.ijhm.2018.04.011

Baker, M. A. Kim, K. (2018). Other customer service failure: Emotions, impacts, and attributions. Journal of Hospitality and Tourism Research, 42(7), 1067-1085. https://doi.org/10.1177/1096348016671394

Uysal, M., Sirgy, J., Woo, E., & Kim, L. (2016). Quality of life (QOL) and well-being research in tourism. Tourism Management, 53, 244-261. https://doi.org/10.1016/j.tourman.2015.07.013

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