Jacqueline Williams

TitleAssociate Professor

DepartmentMarketing, Transportation & Supply Chain




OfficeMerrick Hall
Room: 344

1601 East Market Street
Greensboro, NC 27411

Jacqueline Williams


Ph D: Business Administration , Florida State University, 1995

MBA: Marketing, University of Delaware, 1988

BS: Commerce and Engineering Sciences, Drexel University, 1982

Research Interests

My research goal is to contribute to the marketing discipline through original, programmatic inquiry into the service encounter with a particular focus on the dynamic interaction between the organization’s front-line boundary spanner and the customer. My research program explores the dynamics of service encounters of various market segments in a variety of contexts. My research also addresses education, and curriculum development in the area of sales, customer service, customer satisfaction, customer dissatisfaction, complaining behavior, sales-force ethics, and leadership development of front-line workers.

Recent Publications

Edmond, Verona  Bannon, David  Stewart, Alice  Williams, Jacqueline  (2017).  Gender Differences in Entrepreneurial Leadership Skills Training.   Journal of Entrepreneurship Education.

Woodham, Omar  Williams, Jacqueline  Mcneil, Kimberly  (2016).  Toward Understanding Attribute Values at Different Price Tiers.  In Gillian Naylor  (29,  pp. 91-117).  Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior .

Harris, Kendra  Williams, Jacqueline  (2014).  Some Experiences Cannot Be Had at a Distance: The Importance of Face-to-Face Settings for Building Professional Networking Skills.  (2,  3,  pp. 2-15).  Atlantic Marketing Journal.

Williams, Jacqueline  Dobie, Kathryn  (2014).  Electronic Reverse Auctions (e-RAs): Professional Selling and Purchasing Students’ Reflections e-sourcing Principles.  (2,  3,  pp. 153-171).  Atlantic Marketing Journal.

Harris, Kendra  Thomas, Lionel  Williams, Jacqueline  (2013).  An Interpretation of Interactional Justice Dimensions for Online Complaint and Offline Complaint Consumers: Exploring the Issue of Anonymity.  (26,  pp. 19–39).  The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.

Williams, Jacqueline  Mcneil, Kimberly  (2011).  A modified travel career ladder model for understanding academic travel behavior.  (4,  ).  Journal of Behavioral Studies in Business.