Susy Jaramillo received the Journal of Service Research’s Best Article Award
Dr. Susana (Susy) Jaramillo, assistant professor of Marketing, received the 2025 Roland Rust Journal of Service Research (JSR) Best Article Award for her paper, “Profiling as a Service Failure.” The award recognizes the journal’s best article of 2025. She coauthored the article with Drs. Kris Lindsey-Hall (Louisiana State University), Melanie Lorenz (Florida Atlantic University), Candice Marti (Mississippi State University) and Patrick Fennell (Kennesaw State University). JSR is ranked as an A+ journal by the Fogelman College of Business and Economics.
Her article shows how customer profiling — when frontline service interactions are shaped by stereotypes around gender, age, race or other personal characteristics — constitutes a distinct type of service failure that triggers strong emotions and coping behaviors. This research gives both researchers and managers a concrete framework for recognizing, preventing and recovering from a service failure type that traditional metrics may miss.
Dr. Susy Jaramillo
MIS professors placed second in pickleball tournament
Drs. Ankur Arora, assistant professor, and Scott Vann, assistant professor of Teaching, in the Department of Management Information Systems, recently won second place (Silver) in the Men's Doubles Pickleball Tournament held on July 4 at Pickleball 901 in Collierville.
Kristen Jones published in Journal of Organizational Behavior
Dr. Kristen Jones, associate professor and Robert Wang Chair of Excellence in Management, published a paper in the Journal of Organizational Behavior with former FCBE Management PhD students, Drs. Dave Arena Jr. and Devalina Nag, titled “Emotional Ambivalence Contextualized: The Antecedents and Consequences of Daily Affective Profiles During Pregnancy.” This work extends the emotional ambivalence literature by showing that in liminal contexts, such as working during pregnancy, where discretion and autonomy may be constrained, emotional ambivalence can contribute to adverse wellbeing and exacerbated turnover cognitions, counter to prior research documenting the self-regulatory benefits of emotional ambivalence in organizational settings. Specifically, this paper explores the nature, antecedents and consequences of profiles of daily affective experiences among pregnant employees—consisting of anxiety, anger, fatigue, vigor and pride. Across two daily experience sampling studies capturing 279 pregnant employees across 2,408 days of data, four distinct profiles of daily affective experiences emerged that ranged from highly ambivalent (high levels on all 5 affective states; i.e., “mixed emotions”) to highly univalent (e.g., high vigor and pride paired with low anger, anxiety and fatigue). Pregnant workers experiencing more ambivalent affective profiles in the morning reported worsened outcomes at the end of the workday—lower self-efficacy, elevated turnover intentions and lower likelihood of returning to the workforce postpartum—relative to women in more positive (univalent) profiles. Importantly, poorer sleep quality the previous night and less supportive coworkers and supervisors put women at increased risk of membership in more deleterious (ambivalent) affective profiles. Overall, these findings suggest that in liminal contexts such as working during pregnancy, positive affective experiences are only beneficial when they are conjointly felt with lower negative affective states and point to several places where an organization could intervene to reduce emotional ambivalence and enhance outcomes in such contexts.
Dr. Kristen Jones
Rita Green featured in WalletHub
Dr. Rita Green, associate professor of Teaching in the Crews School of Accountancy, was recently featured as a financial expert in WalletHub's article, "States Where It Will Take the Longest to Pay Off Credit Card Debt." In the piece, Rita shared her expertise on credit card debt and personal finance, offering practical insights to help consumers better understand and manage their financial obligations. The article examines how long-term indebtedness occurs and highlights strategies for reducing debt more effectively.
Dr. Rita Green