Melissa Baker

Melissa Baker, Ph.D. is an Assistant Professor in the Department of Hospitality and Tourism Management, in the Isenberg School of Management, at the University of Massachusetts Amherst.  She is an award winning teacher focusing on service experience management, human resources management, and restaurant management. Her first main stream of research focuses on service failure and recovery while her second main stream of research focuses on appearance and impression formation.  Dr. Baker’s research has been published in top tier marketing and hospitality journals.