Research
Like many people my research interests have evolved over the years. My dissertation had to do with the impact of perceived environmental uncertainty on decision making within organizations and initially I focused somewhat on marketing strategy research. In the mid- to late-1990s I was fortunate enough to work with Judy Siguaw and Penny Simpson on a number of papers that investigated the role of market orientation within channels of distribution. Following this I began to work more in the services marketing area. Most of my research has focused on the management of frontline employee/customer interactions, particularly relating to service failure and recovery. I have recently become more interested in collaborative consumption, primarily due to having chaired a dissertation by Kris Lindsey Hall, and how firms can better manage the customer experience. You can find some of my research articles listed below along with links to pdf files.
I am an Associate Editor at the Journal of Service Research (#1 ranked journal in Marketing based on ISI Impact Factor) and the International Journal of Management Reviews (#2 journal of 308 in Business based on ISI Impact Factor). I am also on the Editorial Review Board for the Journal of the Academy of Marketing Science (#3 ranked journal in Marketing based on ISI Impact Factor). I am a Past-President and Program Chair for the Society for Marketing Advances. Curriculum Vitae
Selected Publications
Clicking on An Article Title Will Take You To A PDF Of The Article
Lindsey-Hall, Kristina K., Susana Jaramillo, Thomas L. Baker, and Daniel G. Bachrach (2023), “An Examination of Frontline Employee-Customer Incidental Similarities in Service Failure and Recovery Contexts,” Psychology and Marketing, 40, 1047-1060.
Forkmann, Sebastian, Ryan Mullins, Stephan C. Henneberg, and Thomas L. Baker (2021), “Choreographing Salesperson Face-to-Face visits wtih a Buyer Organizaiton: A Social Network Perspective,” Journal of the Academy of Marketing Science, 50 (3), 367-380.
Lindsey-Hall, Kristina K., Susana Jaramillo, Thomas L. Baker, and Julian M. Arnold (2021), “Authenticity, Rapport, and Interactional Justice in Frontline Service: The Moderating Role of Need for Uniqueness,” Journal of Services Marketing, 35 (3), 367-380.
Alhouti, Sarah, Scott A. Wright, and Thomas L. Baker (2021), “Customers Need to Relate: The Conditional Warm Glow Effect of CSR on Negative Customers Experiences,” Journal of Business Research, 124, 240-253.
Abosag, Ibrahim, Zahy B. Ramadan, Thomas L. Baker, and Zhongqui Jin (2020), “Customers’ Need For Uniqueness Theory Versus Brand Congruence Theory: The Impact on Satisfaction With Social Network Sites,” Journal of Business Research, 117, 862-872.
Baker, Thomas L., Simos Chari, Ahmad Daryanto, Julija Dzenkovska, Kemefasu Ifie, Bryan A. Lukas, Gianfranco Walsh (2020), “Discount Venture Brands: Self-congruity and Perceived Value-for-Money?,” Journal of Business Research, 116, 412-419.
Rapp, Adam, Tom Baker, Nathaniel N. Hartman, and Michael Ahearne (2020), “The Intersection of Service and Sales: The Increased Importance of Ambidexterity,” Journal of Service Research, 23 (1), 8-12. Introduction to the special issue on the “Interface of Service and Sales.”
Alhouti, Sarah, Scott A. Wright, and Thomas L. Baker (2019), “Responding to Service Failures With Prevention Framed Donations,” Journal of Services Marketing, 33 (5), 547-556.
Fehrer, Julia A. Sabine Benoit, Lerzan Aksoyh, Thomas L. Baker, Simon J. Bell, and Roderick J. Brodie (2018), “Future Scenarios of the Collaborative Economy: Centrally Orchestrated, Social Bubbles, or Decentralized Autonomous?,“Journal of Service Management 29 (5), 859-882.
Panagopoulos, Nikolaos, Bryan Hochstein, Michael Pimentel, and Thomas L. Baker, “Boosting Sales Force Morale in Highly Dynamic, Complex Markets: The Role of Job Resources,” Industrial Marketing Management, 74 (October), 237-253.
Johnson, Katherin, Ayesha Tariq, and Thomas L. Baker (2018), “From Gucci to Green Bags: Conspicuous Consumption as a Signal for Pro-social Behavior,” Journal of Marketing Theory and Practice, 26 (4), 339-356.
Beitelspacher, Lauren, Thomas L. Baker, Adam Rapp, and Dhruv Grewal, (2018) “Understanding the Long-Term Implications of Retailer Returns in Business-to-Business Relationships,” Journal of the Academy of Marketing Science, 46 (1), 252-272.
Benoit, Sabine, Thomas L. Baker, Ruth N. Bolton, Thorsten Gruber, and Jay Kandampully (2017), “A Triadic Framework for Collaborative Consumption (CC): Motives, Activites, and Resources & Capabilities of Actors,” Journal of Business Research, 79, 219-227.
Ibrahim Abosag, Thomas L. Baker, Kristina Lindsey Hall, Aliki-Dimitra Voulgari, and Xiaoyuan Zheng (2017), “Antecedents and Consequences of Liking in Service Relationships in China and Greece,” International Marketing Review, 26 (3), 566-578.
Lindsey Hall, Kristina, Thomas L. Baker, Tammy Hunt, Martha Andrews, and Adam Rapp (2016), “The Importance of Product/Service Quality for Frontline Marketing Employee Outcomes: The Moderating Effect of Leader-Member Exchange (LMX),” Journal of Marketing Theory and Practice, 24 (1), 23-41.
Rapp, Adam, Thomas L. Baker, Dan Bachrach, Jessica Ogilvie, and Lauren Skinner Beitelspacher (2015), “Perceived Customer Showrooming Behavior and the Effect on Retail Salesperson Self-Efficacy and Performance,” Journal of Retailing, 91 (2), 358-369.
Rapp, Adam, Raj Agnihotri, Thomas L. Baker, and James ‘Mick” Andzulis (2014), “Competitive Intelligence Collection and Use by Sales and Service Representatives: How Managers’ Recognition and Autonomy Moderate Individual Performance,” Journal of the Academy of Marketing Science, 43 (May), 357-374.
Baker, Thomas L., Adam Rapp, Tracy Meyer, and Ryan Mullins (2014), “The Role of Brand Communications on Front Line Service Employee Beliefs, Behaviors, and Performance,” Journal of the Academy of Marketing Science, 42 (November), 642-657.
Meyer, Tracy and Thomas L. Baker (2014), “Explanation Information and Source in Service Recovery Initiatives,” Journal of Services Marketing, 28 (4), 311-318.
Baker, Thomas L., Tracy Meyer, and Jean-Charles Chebat (2013), “Cultural Impacts on Felt and Expressed Emotions and Third Party Complaint Relationships,” Journal of Business Research, 66 (July), 816-822.
Rapp, Adam, Lauren Skinner Beitelspacher, and Thomas L. Baker (2012), “The Differing Effects of Technology on Inside vs. Outside Sales Forces to Facilitate Enhanced Customer Orientation and Interfunctional Coordination,” Journal of Business Research, 65 (August), 929-936.
Rapp, Adam, Raj Agnihotri, and Thomas L. Baker, (2011) “Conceptualizing Salesperson Competitive Intelligence: An Individual Level Perspective,” Journal of Personal Selling and Sales Management, 31 (2), 141-155.
Andrews, Martha C, Thomas L. Baker, and Tammy G. Hunt (2011), “Values and Person-Organization Fit: Does Moral Intensity Strengthen Outcomes?” Leadership and Organizational Development Journal, 32 (1), 5-19.
Baker, Thomas L. and Tracy Meyer (2011), “White Response to Potentially Discriminatory Actions in a Services Setting,” Psychology and Marketing, 28 (February), 188-204.
Baker, Thomas L., J. Joseph Cronin, Jr., and Christopher Hopkins (2009), “The Impact of Involvement on Key Service Relationships,” Journal of Services Marketing, 23 (2), 115-124.
Baker, Thomas L., Tracy Meyer, and James D. Johnson (2008), “Individual Differences in Perceptions of Service Failure and Recovery: The Role of Race and Discriminatory Bias,” Journal of the Academy of Marketing Science, 36 (Winter), 552-564.
Andrews, Martha C., Thomas L. Baker, and Tammy G. Hunt (2008), “The Interactive Effects of Centralization on the Relationship Between Justice and Satisfaction,” Journal of Leadership and Organizational Studies, 15 (2), 135-144.
Baker, Thomas L., Tammy G. Hunt, and Martha C. Andrews (2006), “Promoting Ethical Behavior and Organizational Citizenship Behaviors: The Influence of Corporate Ethical Values,” Journal of Business Research, 59 (July), 849-857.
Hightower, Roscoe, Jr., Michael K. Brady, and Thomas L. Baker (2002), “Investigating the Role of the Physical Environment in Hedonic Service Consumption: An Exploratory Study of Sporting Events,” Journal of Business Research, 55 (September), 697-707. pdf
Simpson, Penny M., Judy A. Siguaw, and Thomas L. Baker (2001), “A Model of Value Creation: Supplier Behaviors and Their Impact on Reseller-Perceived Value,” Industrial Marketing Management, 30 (February), 119-134.
Baker, Thomas L., Penny M. Simpson, and Judy A. Siguaw (1999), “The Impact of Suppliers’ Perceptions of Reseller Market Orientation on Key Relationship Constructs,” Journal of the Academy of Marketing Science, 27 (Winter), 50-58.
Siguaw, Judy A., Penny M. Simpson, and Thomas L. Baker (1998), “Effects of Supplier Market Orientation on Distributor Market Orientation and the Channel Relationship: The Distributor Perspective,” Journal of Marketing, 62 (July), 99-111.
Taylor, Steven A. and Thomas L. Baker (1994), “An Assessment of the Relationship Between Service Quality and Consumer Satisfaction in the Formation of Consumers’ Purchase Intentions,” Journal of Retailing, 70 (Summer), 163-179.
Cronin, J. Joseph, Jr., Thomas L. Baker and Jon M. Hawes (1994), “An Assessment of the Role Performance Measurement of Power-Dependency in Marketing Channels,” Journal of Business Research, 30 (July), 201-210.