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

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.