Jacqueline Williams

Associate Professor

Jacqueline Williams
College of Business & Economics

Marketing & Supply Chain Management

Merrick Hall 344
Ph.D.Marketing / Florida State University
MBABusiness Administration / University of Delaware
B.S.Commerce and Engineering - Human Resource Management / Drexel University


With over twenty years of higher education experience, Dr. Williams has held academic appointments since 1994 to the present. Her teaching, research, grant-writing, and service has flourised during appointments at North Carolina Agricultural and Technical State University, Russ Berrie Institute for Professional Sales at William Paterson University, the University of Arizona and at Florida A&M University in Tallahassee, FL. Her academic research appears in case studies, book chapters, conference proceedings, and academic journals in the Marketing, Management, and Education disciplines.

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

  • Verona Edmond, David Bannon, Alice Stewart, Jacqueline Williams (2017). (Gender Differences in Entrepreneurial Leadership Skills Training). In Institute for Global Business Research., (2) 1, pp. 32-52. Global Journal of Entrepreneurship.
  • Omar Woodham, Jacqueline Williams, Kimberly Mcneil (2016). (Toward Understanding Attribute Values at Different Price Tiers). In Gillian Naylor, 29, pp. 91-117. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior .
  • Jacqueline Williams, Kathryn Dobie (2014). (Electronic Reverse Auctions (e-RAs): Professional Selling and Purchasing Students’ Reflections e-sourcing Principles). (2) 3, pp. 153-171. Atlantic Marketing Journal.
  • Kendra Harris, Lionel Thomas, Jacqueline Williams (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.
  • Jacqueline Williams, Kimberly Mcneil (2011). (A modified travel career ladder model for understanding academic travel behavior). 4, Journal of Behavioral Studies in Business.
  • Jacqueline Williams, Kathryn Dobie (2011). (Electronic Reverse Auctions: Integrating an E-Sourcing tool into a Sales and Purchasing Cross-course Negotiation Projects). (1) 21, pp. 35-42. Marketing Education Review.
  • Alice Stewart, Jacqueline Williams, Karen Smith-Gratto, Sylvia Black, Betty Kane (2011). (Examining the impact of pedagogy on student application of learning: Acquiring, sharing, and using knowledge for organizational decision making). (1) 9, pp. 3–26. Decision Sciences Journal of Innovative Education.
  • Alice Stewart, Jacqueline Williams (2010). (Evaluating Traditional Training versus Computer Simulation Training for Leader Development). pp. 373. ASTD Handbook for Measuring and Evaluating Training.
  • Alice Stewart, Sylvia Black, Karen Smith-Gratto, Jacqueline Williams (2007). (Learning from experience: creating leadership capabilities through computer simulated leadership challenges). (3) 2, pp. 250–268. International Journal of Learning and Change.
  • Joe Ricks, Jacqueline Williams, Williams Weeks (2007). (Sales Trainer Roles, Competencies, Skills, and Behaviors: A Case Study). (5) 37, pp. 593-609. Industrial Marketing Management.
  • Verona Edmond, David Brannon, Alice Stewart, Jacqueline Williams (The Role of Gender in Entrepreneurial Leadership Skills). The Journal of Entrepreneurship Education.