About

Dr. Susana Jaramillo is an Assistant Professor of Marketing in the Marketing and Supply Chain Management Department in the Fogelman College of Business & Economics at the University of Memphis. Susana received her Bachelor of Business Administration and Master of Science in Administration from EAFIT University in Colombia. She also holds a Master of Science in Marketing and a PhD in Marketing from the University of Alabama.

Research

The role of emotions in service interactions, service relationships, service recovery, and transformative consumer research. She is specifically interested in determining frontline employees' behaviors that can help to alleviate consumers' negative experiences during service interactions. Additionally, Susana has a particular interest in understanding consumers' behaviors to improve their well-being.

Selected Publications

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. and 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