Follow
Melissa Baker
Title
Cited by
Cited by
Year
Eco-friendly attitudes, barriers to participation, and differences in behavior at green hotels
MA Baker, EA Davis, PA Weaver
Cornell Hospitality Quarterly 55 (1), 89-99, 2014
4242014
When we are onstage, we smile: The effects of emotional labor on employee work outcomes
KH Chu, MA Baker, SK Murrmann
International Journal of Hospitality Management 31 (3), 906-915, 2012
3322012
An exploration and investigation of edible insect consumption: The impacts of image and description on risk perceptions and purchase intent
MA Baker, JT Shin, YW Kim
Psychology & Marketing 33 (2), 94-112, 2016
1952016
Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life
MA Baker, K Kim
International Journal of Hospitality Management 87, 102503, 2020
1492020
Value destruction in exaggerated online reviews: The effects of emotion, language, and trustworthiness
MA Baker, K Kim
International Journal of Contemporary Hospitality Management 31 (4), 1956-1976, 2019
1382019
How the employee looks and looks at you: Building customer–employee rapport
K Kim, MA Baker
Journal of Hospitality & Tourism Research 43 (1), 20-40, 2019
1082019
Other customer service failures: emotions, impacts, and attributions
MA Baker, K Kim
Journal of Hospitality & Tourism Research 42 (7), 1067-1085, 2018
1062018
The evolution of services marketing, hospitality marketing and building the constituency model for hospitality marketing
MA Baker, VP Magnini
International Journal of Contemporary Hospitality Management 28 (8), 1510-1534, 2016
802016
The impacts of service provider name, ethnicity, and menu information on perceived authenticity and behaviors
K Kim, MA Baker
Cornell Hospitality Quarterly 58 (3), 312-318, 2017
782017
Opportunistic customer complaining: Causes, consequences, and managerial alternatives
MA Baker, VP Magnini, RR Perdue
International Journal of Hospitality Management 31 (1), 295-303, 2012
732012
Observer reactions to other customer incivility: Emotional labor, gratitude, loyalty to employee and tipping intention
YS Kim, MA Baker
International Journal of Contemporary Hospitality Management 31 (3), 1292-1308, 2019
672019
The frontline provider’s appearance: A driver of guest perceptions
VP Magnini, M Baker, K Karande
Cornell Hospitality Quarterly 54 (4), 396-405, 2013
672013
Narcissistic CEOs and corporate social responsibility: Does the role of an outside board of directors matter?
JS Ahn, AG Assaf, A Josiassen, MA Baker, S Lee, F Kock, MG Tsionas
International Journal of Hospitality Management 85, 102350, 2020
632020
The role of language, appearance, and smile on perceptions of authenticity versus rapport
MA Baker, K Kim
International Journal of Hospitality Management 74, 171-179, 2018
612018
Paying it forward: The influence of other customer service recovery on future co-creation
K Kim, MA Baker
Journal of Business Research 121, 604-615, 2020
602020
The customer isn’t always right: The implications of illegitimate complaints
K Kim, MA Baker
Cornell Hospitality Quarterly 61 (2), 113-127, 2020
472020
Becoming cynical and depersonalized: how incivility, co-worker support and service rules affect employee job performance
MA Baker, K Kim
International Journal of Contemporary Hospitality Management 33 (12), 4483-4504, 2021
432021
I earn it, but they just get it: Loyalty program customer reactions to unearned preferential treatment in the social servicescape
YS Kim, MA Baker
Cornell Hospitality Quarterly 61 (1), 84-97, 2020
422020
Unintended negative consequences of loyalty programs: endowed vs earned loyalty
MA Baker, TS Legendre
Journal of Services Marketing 35 (2), 210-221, 2021
382021
The support of local underdogs: System justification theory perspectives
T Shin Legendre, R Warnick, M Baker
Cornell Hospitality Quarterly 59 (3), 201-214, 2018
372018
The system can't perform the operation now. Try again later.
Articles 1–20