Biography

Dr. Susana Jaramillo is an Assistant Professor of Marketing at the Fogelman College of Business and Economics, University of Memphis. She holds a Bachelor of Business Administration and a Master of Science in Administration from EAFIT University in Colombia. Additionally, she earned a Master of Science in Marketing and a Ph.D. in Marketing from the University of Alabama.

Teaching

Undergraduate Courses:
MKTG 4080: Marketing Research & Analytics

Doctoral Courses:
MKTG 8222: Advanced Marketing Management (Service Marketing)

Research

Dr. Jaramillo discusses recent research on BCI Technology Effects on Frontline Employees' Well-Being:

Research Interests

Her research focuses on the role of emotions in service interactions, service relationships, service recovery, and transformative consumer research. Specifically, she examines frontline employee behaviors that mitigate negative consumer experiences during service encounters. She is also deeply interested in understanding consumer behavior to enhance overall well-being.

Selected Publications

• Lindsey-Hall, K. K.*, Jaramillo, S.*, Lorenz, M. P., Marti, C. L., & Fennell, P. B. (2025). Profiling as a Service Failure. Journal of Service Research,0(0). https://doi.org/10.1177/10946705241300668 (*Equal Contribution)

 

• Kies, A., De Keyser, A.*,Jaramillo, S.*, Li, J., Tang*, Y.(E)*, & Ud Din, I*. (2024). Wired for work: Brain-computer interfaces’ impact on frontline employees’ well-being. Journal of Service Management, 36(1), 1-26. https://doi.org/10.1108/JOSM-03-2024-0098  (*Equal Contribution)

 

• Jaramillo, S., Deitz, G., Hansen, J. D., & Babakus, E. (2024). Taking the measure of Net Promoter Score: An assessment of construct and predictive validity.International Journal of Market Research, 66(2-3), 278-302. https://doi.org/10.1177/14707853231213274 

 

• Lindsey-Hall, K. K., Jaramillo, S., Baker, T. L., & Bachrach, D. G. (2023). An examination of frontline employee–customer incidental similarities in service failure and recovery contexts. Psychology & Marketing, 40, 1047–1060. https://doi.org/10.1002/mar.21809

 

• Lindsey-Hall, K.K., Jaramillo, S., Baker, T.L., & Arnold, J.M. (2021). Authenticity, rapport, and interactional justice in frontline service: The moderating role of need for uniqueness. Journal of Services Marketing, 35(3), 367-380. https://doi.org/10.1108/JSM-11-2019-0434