Assistant Professor · University of Memphis
Susana (Susy)
Jaramillo
Susana (Susy) Jaramillo, Ph.D., is an Assistant Professor of Marketing in the Department of Marketing and Supply Chain Management at the Fogelman College of Business & Economics, University of Memphis, where she also serves as Co-Coordinator of the PhD Program. Her research focuses on three main areas: service failures and recovery, consumer and employee well-being, and marketing metrics and firm performance. Across these streams, she examines how customers, employees, and organizations navigate service interactions, emotional experiences, technology-enabled encounters, and performance evaluation in ways that are both theoretically meaningful and managerially relevant.
Susana’s work has been published in leading journals, including the Journal of Service Research, Journal of Service Management, Psychology & Marketing, and the Journal of Services Marketing. Her scholarship has been supported by multiple funded projects addressing topics such as frontline employee well-being, distracted driving prevention, sustainable packaging, biodiversity credits, and consumer acceptance of bio-based fabrics.
In addition to her research and teaching, Dr. Jaramillo holds several academic leadership and service roles. She serves as Associate Editor for the Journal of Consumer Marketing and as an Editorial Advisory Board Member for the Journal of Service Management. She is also Co-Chair of the Latin America Chapter of the International Research Symposium in Services Management, a founding member of the Women in Marketing Strategy group, and a member of ServCollab’s Early Career Community.
Susana teaches undergraduate and doctoral-level marketing courses and actively mentors doctoral students through dissertation committee service. Prior to joining the University of Memphis, she held academic and administrative roles at Universidad EAFIT in Medellín, Colombia. She earned her Ph.D. and M.S. in Marketing from the University of Alabama, as well as graduate and undergraduate degrees from Universidad EAFIT.
01
Research & Interests
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→ Service Encounters
→ Service Failures & Recovery
→ Consumer and Frontline Employee Well-being / Vulnerability
→ Frontline Research
→ Emotions in Consumer-Employee Interactions
→ Marketing Metrics and Firm Performance
Selected Publications
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Information Technology Adoption in the Fashion Industry: Employee Perspective
Ceballos, L.M., Ortega, A.M., Jaramillo, S. & Torres, L. · TEC Empresarial · Forthcoming
05
Profiling As a Service Failure
Lindsey-Hall, K.K., Jaramillo, S., Lorenz, M., Fennell, P. & Marti, C. · Journal of Service Research · 2025
04
Wired for Work: Brain-Computer Interfaces’ Impact on Frontline Employees’ Well-Being
Kies, A., De Keyser, A., Jaramillo, S., Tang, E., Li, J. & Ud-Din, I. · Journal of Service Management · 2024
03
Taking the Measure of Net Promoter Score: An Assessment of Construct and Predictive Validity
Jaramillo, S., Deitz, G., Hansen, J.D. & Babakus, E. · International Journal of Market Research · 2023
02
An Examination of Frontline Employee-Customer Incidental Similarities in Service Failure and Recovery Contexts
Lindsey-Hall, K.K., Jaramillo, S., Baker, T.L. & Bachrach, D. · Psychology and Marketing · 2023
01
Authenticity, Rapport, and Interactional Justice in Frontline Service: The Moderating Role of Need for Uniqueness
Lindsey-Hall, K.K., Jaramillo, S., Baker, T.L. & Arnold, J. · Journal of Services Marketing · 2020
02
Teaching Experience
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University of Memphis
Marketing Research
2020 – Present
University of Memphis
Advanced Marketing Management / Service Marketing
2023
University of Alabama
Consumer Behavior
2019-2020
Universidad EAFIT
Principles of Marketing
2012–2015
03
Grants & Funding
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$283,757
Total Funding Awarded
Education Program to Reduce Distracted Driving — Shelby County Adolescents
Tennessee Highway Safety Office · P.I.: Jha, S.
$168,144
2023–2024
Education Program to Reduce Distracted Driving — Shelby County Adolescents
Tennessee Highway Safety Office · P.I.: Jha, S.
$77,108
2022–2023
Biodiversity Credit Platform: Market-based Incentive Structure for Conservation
FedEx Institute of Technology · P.I.: Jaramillo, S.
$15,000
2024–2025
Summer Grant
Fogelman College Summer Research Grant · P.I.: Jaramillo, S.
$7,000
2025
Evaluating the Effectiveness of Distracted Driving Prevention Advertisements on Young Drivers Using Eye-Tracking Technology
Communities of Research Scholars (CoRS) The University of Memphis · P.I.: Jaramillo, S.
$5,000
2023–2024
The Recycle Packaging Project: A Field Study
University of Memphis Sustainable Campus Green Fee · P.I.: Jaramillo, S.
$4,005
2022–2023
Supporting Data Collection Process for Designing an Education Program to Reduce Distracted Driving Among Shelby County Adolescents
Communities of Research Scholars (CoRS) The University of Memphis · P.I.: Jaramillo, S.
$2,500
2023–2024
Bio-Based Fabrics: Production, Design, and Consumer Acceptance
Communities of Research Scholars (CoRS) The University of Memphis · P.I.: Brown, S.
$2,500
2024–2025
The Risk of Beauty. Occupational Health Dangers at Nail Salons and Mitigation Options Using a Positive Deviance Approach.
Communities of Research Scholars (CoRS) The University of Memphis · P.I.: Fressmann, J.
$2,500
2024–2025
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Education
Doctor of Philosophy, Marketing
University of Alabama · Tuscaloosa, United States
“Understanding the Role of Self-Conscious Emotions on Service Encounters”
2016–2020
Master of Science in Marketing
University of Alabama · Tuscaloosa, United States
2015–2016
Master of Science in Administration
Universidad EAFIT · Medellín, Colombia
“Greetings in Service Encounters: Characterization from the Cultural Knowledge of Users and Providers”
2012–2015
Specialization in Marketing
Universidad EAFIT · Medellín, Colombia
2009
Bachelor of Business Administration
Universidad EAFIT · Medellín, Colombia · Concentration in Marketing
Full tuition scholarship for program duration
2004–2009
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Service & Awards
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★
Best Conceptual/Theoretical Publication Award
Fogelman College of Business and Economics · 2026
◈
Best Poster Presentation Award
Frontiers in Service Annual Conference ·
2017
◎
Nominated: Susan Te Paske “See Me” Award
The University of Memphis · 2021
Editorial Roles
→ Associate Editor — Journal of Consumer Marketing (2026–Present)
→ Editorial Advisory Board — Journal of Service Management (2024–Present)
→ Ad Hoc Reviewer — Journal of Service Research
→ Ad Hoc Reviewer — Psychology & Marketing
→ Ad Hoc Reviewer — Journal of Business Research
Professional Leadership
→ Founding Member — Women in Marketing Strategy (WIMS), 2023–Present
→ Co-Chair LATAM Chapter — IRSSM, 2025–Present
→ Member Early Career Community — ServCollab, 2025–Present
→ VP Communications — AMA RAPSIG, 2022–2024
→ Affiliate — ACRE Institute, 2024–Present
Susana
Jaramillo
mjchvrri@memphis.edu
(619) 738-1031
www.susana-jaramillo.com
3675 Central Ave, Memphis, TN 38152
Position
Assistant Professor
University of Memphis
Dept. of Marketing & SCM
Fogelman College
August 2020 – Present
© 2026 Maria Susana Jaramillo Echeverri · Academic Portfolio