Melissa Baker

Melissa Baker, Ph.D. is the Hospitality and Tourism Management Department Chair at the Isenberg School of Management and the Jaime ’76 and Cindy Pereira Faculty Fellow. She is an award-winning teacher having received the 2023 International Council on Hotel, Restaurant, and Institutional Education Teaching Award (representing 6 worldwide federations and over 350 academic institutions), the 2021 UMass Distinguished Teaching Award (highest teaching award at UMass), the 2020 Poets & Quants Favorite Business Professor, served in the inaugural cohort of the Isenberg Teaching Fellows 2020- 2022. Her research focuses customer experience management, service failure and recovery, appearance and impression formation, and employee wellbeing. She is listed in the Elsevier/ Stanford list of worlds Top 2% most cited scholars.