Melissa Baker

Melissa Baker is the Department Chair and Jaime ’76 and Cindy Pereira Faculty Fellow in the Department of Hospitality & Tourism Management at the Isenberg School of Management, University of Massachusetts Amherst. She holds an Associate Professor rank and has professional experience as an Assistant General Manager in hospitality before academia. Her education includes a PhD (2013), MS (2010), and BS (2002) in related fields from Virginia Tech and Cornell University.

Her research focuses on Service Failure & Recovery, Appearance and Impression Formation, and Edible Insects. Recent studies explore customer incivility impacts, virtual tourism, and sustainable practices in hospitality. Notable awards include the 2016 College Outstanding Teacher Award and 2012 Holtzman Award for Research Excellence.

Her publications span journals like Journal of Business Research and International Journal of Hospitality Management, emphasizing service recovery strategies, employee well-being, and innovative gastronomy. Current trends in her work include crisis management, digital tourism experiences, and ethical consumer behavior.

Advising and grants are not explicitly listed, but her research collaborations and leadership roles suggest active engagement in academic networks. She maintains affiliations with the Isenberg School’s outreach programs and contributes to international hospitality education initiatives.