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
