Research
Research Overview
My research focuses on three main areas: service failures and recovery, consumer and employee well-being, and marketing metrics and firm performance. Across all three areas, I aim to produce work that is both academically rigorous and relevant to real challenges faced by organizations, employees, and consumers. Some papers span more than one area, reflecting the interconnected nature of these topics. Please note that papers under review may be listed under a slightly different title than the submitted version, in order to protect the anonymity of the review process.
Area 01
Service Failures & Recovery
This stream examines how service failures occur, how customers and employees experience them, and how organizations can recover effectively, with a particular focus on the role of emotions and interpersonal dynamics.
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Profiling as a Service Failure ↗ also in Area 02
Lindsey-Hall, K.K.+, Jaramillo, S.+, Lorenz, M., Marti, C. & Fennell, P. · Journal of Service Research · 2025
+ Equal contribution
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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
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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
Under Review & In Progress
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Employee Decision-Making with Vulnerable Customers: A Service Context
Lorenz, M., Lindsey-Hall, K.K., Marti, C., Jaramillo, S. & Fennell, P. · Under Review · Journal of Service Research
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The Role of Emotions on Customer Outcomes After Consumer-Attributed Service Failures
Jaramillo, S., Baker, T.L. & Ringler, C. · Under Review · Journal of Service Research
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When to Tell the Customer: Timing and Information Disclosure
Chatterjee, P., Jaramillo, S., Urumutta, G. & Ross, G. · Under Review · Journal of Production and Operations Management
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The Effect of Voice-Assisted Self-Checkouts on Customers’ Shopping Experience
Jaramillo, S., Barney, C. & Boylan, N. · In Progress · Target: Journal of Retailing
○ Under review or in progress · For more information contact mjchvrri@memphis.edu
* Papers under review may be listed under a slightly different title than the submitted version to protect the anonymity of the review process.
Area 02
Consumer & Employee Well-Being
This stream explores how workplace practices, service interactions, and technology affect the well-being of both consumers and frontline employees — including vulnerable groups and broader societal concerns such as safety, health, and sustainability.
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Profiling as a Service Failure ↗ also in Area 01
Lindsey-Hall, K.K.+, Jaramillo, S.+, Lorenz, M., Marti, C. & Fennell, P. · Journal of Service Research · 2025
+ Equal contribution
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Wired for Work: Brain-Computer Interfaces’ Impact on Frontline Employees’ Well-Being
Kies, A. (Lead), De Keyser, A.+, Jaramillo, S.+, Tang, E.+, Li, J.+ & Ud-Din, I.+ · Journal of Service Management · 2024
+ Equal contribution
under review & In Progress
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Employee Decision-Making with Vulnerable Customers: A Service Context ↗ also Area 01 Lorenz, M., Lindsey-Hall, K.K., Jaramillo, S. & Fennell, P. · Under Review · Journal of Service Research
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Less is More: Simple Design Influences Likelihood to Recycle Packaging
Pratt, A., Jaramillo, S. & Sharma, R. · In Progress · Target: Journal of Consumer Research
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Vulnerability: A FLE Perspective
Marti, C., Lorenz, M., Lindsey-Hall, K.K., Fennell, P., & Jaramillo, S. · In Progress · Target: Journal of Business Ethics
Related Funded Projects
Education Program to Reduce Distracted Driving Among Shelby County Adolescents
Tennessee Highway Safety Office · P.I.: Jha, S. · $168,144 (2023–2024) + $77,108 (2022–2023)
Distracted Driving Prevention Using Eye-Tracking Technology
Communities of Research Scholars (CoRS) · P.I.: Jaramillo, S. · $5,000 (2023–2024)
The Risk of Beauty: Occupational Health Dangers at Nail Salons
Communities of Research Scholars (CoRS) · P.I.: Fessmann, J.C. · $2,500 (2026–2027)
Bio-Based Fabrics: Production, Design, and Consumer Acceptance
Communities of Research Scholars (CoRS) · P.I.: Brown, S.P. · $2,500 (2026–2027)
The Recycle Packaging Project: A Field Study
University of Memphis Sustainable Campus Green Fee · P.I.: Jaramillo, S. · $4,005 (2024–2025)
Biodiversity Credit Platform: Market-based Incentive Structure for Conservation ↗ also Area 03
FedEx Institute of Technology · P.I.: Jaramillo, S. · $15,000 (2024–2025)
○ Under review or in progress · For more information contact mjchvrri@memphis.edu
* Papers under review may be listed under a slightly different title than the submitted version to protect the anonymity of the review process.
Area 03
Marketing Metrics & Firm Performance
This stream examines how firms measure and evaluate performance, including customer-based metrics, cross-functional effectiveness, and the role of marketing within organizations.
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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
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Information Technology Adoption in the Fashion Industry: Employee Perspective
Ceballos, L.M., Ortega, A.A., Jaramillo, S. & Torres, L. · TEC Empresarial · Forthcoming
Under review & in progress
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The Impact of Organizational Units on Firms’ Overall Performance Baker, T., Bhattacharya, A., & Jaramillo, S. · Target · Journal of the Academy of Marketing Science
Get in touch
Interested in my research?
For papers under review or in progress, or for any research inquiries, please contact me at mjchvrri@memphis.edu