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April 14, 2025 

 

Graduate School 
University of Memphis 

 

Dr. Carmen Astorne, Associate Dean 
Fogelman College of Business and Economics 
University of Memphis 

 

Dr. Ernest Nichols, Chair 
Department of Marketing & Supply Chain Management 
University of Memphis 

 

Re: Application for Full Graduate Faculty Status 

 

Dear Members of the Graduate School, Dr. Astorne and Dr. Nichols 

 

I am writing to formally apply for Full Graduate Faculty Status at the University of Memphis. I 
currently serve as an Assistant Professor in the Department of Marketing & Supply Chain 
Management, and since Fall 2024, I have also served as Co-Coordinator of the Marketing Ph.D. 
Program alongside Dr. Alex Pratt. 

 

Over the past six years, I have actively contributed to graduate education through the following 
roles: 

• Taught the doctoral-level course Advanced Marketing Management (Fall 2023) 
• Served on five dissertation committees: 
1. Candice Marti, Louisiana State University – External Committee Member 
(Expected Summer 2025) 
2. Casey Waldsmith, University of Memphis – Committee Member (Expected 
Summer 2025) 
3. Priyanka Singh, University of Memphis – Committee Member (Graduated 
Summer 2023) 
4. Svetlana Tokareva, University of Memphis – Committee Member (Graduated 
Summer 2023) 
5. Eric Narcum, University of Memphis – Committee Member (Graduated 
December 2022) 





 

As part of my application, I include the following peer-reviewed research publications produced 
within the past six years: 


1. Lindsey-Hall, Kristina K*., Susana Jaramillo*, Melanie Lorenz, Patrick Fennell, and 
Candice Marti (2025). “Profiling As a Service Failure.” Journal of Service Research. 
https://doi.org/10.1177/10946705241300668. (Classification: A+) 
2. Kies, Alexander, Arne De Keyser*, Susana Jaramillo*, Elina Tang*, Jiarui Li*, and 
Ihtesham Ud-Din* (2024). “Wired for Work: Brain-Computer Interfaces’ Impact on 
Frontline Employees’ Well-Being.” Journal of Service Management. 
https://doi.org/10.1108/JOSM-03-2024-0098. (Classification: A) 
3. Jaramillo, Susana, George Deitz, John D. Hansen, and Emin Babakus (2023). “Taking 
the Measure of Net Promoter Score: An Assessment of Construct and Predictive 
Validity.” International Journal of Market Research. 
https://doi.org/10.1177/14707853231213274. (Classification: B) 
4. Lindsey-Hall, Kristina K., Susana Jaramillo, Thomas L. Baker, and Daniel Bachrach 
(2023). “An Examination of Frontline Employee-Customer Incidental Similarities in 
Service Failure and Recovery Contexts.” Psychology and Marketing. 
https://doi.org/10.1002/mar.21809. (Classification: A) 
5. Lindsey-Hall, Kristina K., Susana Jaramillo, Thomas L. Baker, and Julian Arnold 
(2020). “Authenticity, Rapport, and Interactional Justice in Frontline Service: The 
Moderating Role of Need for Uniqueness.” Journal of Services Marketing. 
https://doi.org/10.1108/JSM-11-2019-0434. (Classification: B) 
6. I have secured over $245,252.37 in externally funded research-oriented grants and 
contracts between 2022 and 2025 (Cayuse numbers 22-0509 and 23-0449). According to 
the FCBE Roles and Rewards document, external research-oriented grants totaling 
$100,000 or more may be counted as equivalent to one A-ranked publication for purposes 
of tenure and promotion. (Classification: A) 


 

As such, my cumulative scholarly contributions meet the standard of six publications, qualifying 
me for Full Graduate Faculty status. 

 

Thank you for your consideration. Please do not hesitate to contact me if you have any questions 
or require additional documentation. I am deeply committed to the success of our Ph.D. program 
and look forward to continuing my service in mentoring and supporting graduate students. 

 

Sincerely, 


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Susana Jaramillo, Ph.D. 

Assistant Professor of Marketing 

Department of Marketing and Supply Chain Management 

Fogelman College of Business and Economics - The University of Memphis 

Memphis, Tennessee 38152-3120 

mjchvrri@memphis.edu | www.memphis.edu