Susana (Susy) Jaramillo
Assistant Professor at Fogelman College of Business & Economics, University of Memphis
Schools
- Fogelman College of Business & Economics, University of Memphis
Links
Biography
Fogelman College of Business & Economics, University of Memphis
Dr. Susana Jaramillo is an Assistant Professor of Marketing in the Marketing and Supply Chain Management Department in the Fogelman College of Business and 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 Ph.D. in Marketing from the University of Alabama.
Teaching
MKTG 4080: Marketing Research & Analytics
Research
Research Interests
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
Read about executive education
Other experts
Popular Courses
Private Equity: Investing and Creating Value
The Wharton School
Philadelphia, Pennsylvania, United States
Feb 2, 2025
The Positive Leader: Deep Change and Organizational Transformation
Stephen M. Ross School of Business
Ann Arbor, Michigan, United States
Sep 29
Leading People and Teams
ESMT
Berlin, Germany
Nov 19
Looking for an expert?
Contact us and we'll find the best option for you.