| Customer satisfaction, service quality, and customer value: years 2000-2015 H Oh, K Kim International Journal of Contemporary Hospitality Management 29 (1), 2-29, 2017 | 355 | 2017 |
| 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 | 115 | 2019 |
| 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 | 110 | 2020 |
| Other customer service failures: emotions, impacts, and attributions MA Baker, K Kim Journal of Hospitality & Tourism Research 42 (7), 1067-1085, 2018 | 94 | 2018 |
| 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 | 93 | 2019 |
| 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 | 74 | 2017 |
| Key factors driving customers’ restaurant dining behavior during the COVID-19 pandemic M Jeong, K Kim, F Ma, R DiPietro International Journal of Contemporary Hospitality Management 34 (2), 836-858, 2022 | 62 | 2022 |
| Workplace incivility in restaurants: Who’s the real victim? Employee deviance and customer reciprocity D Jin, K Kim, RB DiPietro International Journal of Hospitality Management 86, 102459, 2020 | 54 | 2020 |
| 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 | 54 | 2018 |
| 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 | 52 | 2020 |
| The effects of acculturation and uncertainty avoidance on foreign resident choice for Korean foods S Seo, WMJ Phillips, J Jang, K Kim International Journal of Hospitality Management 31 (3), 916-927, 2012 | 46 | 2012 |
| The customer isn’t always right: The implications of illegitimate complaints K Kim, MA Baker Cornell Hospitality Quarterly 61 (2), 113-127, 2020 | 40 | 2020 |
| Uncertainty avoidance as a moderator for influences on foreign resident dining out behaviors S Seo, K Kim, J Jang International Journal of Contemporary Hospitality Management 30 (2), 900-918, 2018 | 35 | 2018 |
| Identifying baseline food safety training practices for retail delis using the Delphi expert consensus method KK Kim, CA O’Bryan, PG Crandall, SC Ricke, JA Neal Jr Food control 32 (1), 55-62, 2013 | 32 | 2013 |
| 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 | 28 | 2021 |
| The influence of other customers in service failure and recovery K Kim, MA Baker Service failures and recovery in tourism and hospitality: A practical manual …, 2017 | 25 | 2017 |
| Improving well-being via adaptive reuse: transformative repurposed service organizations MS Rosenbaum, K Kim, GC Ramirez, AR Orejuela, J Park The Service Industries Journal 41 (3-4), 223-247, 2021 | 24 | 2021 |
| Luxury branding in the hospitality industry: The impact of employee’s luxury appearance and elitism attitude K Kim, MA Baker Cornell Hospitality Quarterly 63 (1), 5-18, 2022 | 23 | 2022 |
| Satisfaction and purchase intention of imported fresh fruits based on familiarity: a case of Korean pears in Taiwan S Seo, K Kim, VA Nurhidayati British food journal 122 (9), 2895-2910, 2020 | 22 | 2020 |
| From overt to covert: Exploring discrimination against homosexual consumers in retail stores MS Rosenbaum, GC Ramirez, KK Kim Journal of Retailing and Consumer Services 59, 102426, 2021 | 18 | 2021 |
Melissa BakerUniversity of Massachusetts AmherstVerified email at isenberg.umass.edu
