Valarie Zeithaml
From Wikipedia, the free encyclopedia
Service quality
Valarie Zeithaml | |
|---|---|
 | |
| Title | David S. Van Pelt Family Distinguished Professor of Marketing |
| Academic work | |
| Discipline | Marketing |
| Sub-discipline | Services marketing, Service quality |
| Institutions | UNC Kenan–Flagler Business School, University of North Carolina at Chapel Hill |
| Notable works | Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy |
Valarie A. Zeithaml is a marketing professor and author. She is the David S. Van Pelt Family Distinguished Professor of Marketing at Kenan-Flagler Business School, University of North Carolina at Chapel Hill. Zeithaml is an expert in the area of services marketing and service quality.[1]
Zeithaml earned her Bachelor of Arts degree from Gettysburg College before pursuing further education at the University of Maryland, where she obtained both her Master of Business Administration (MBA) and Doctor of Philosophy (PhD) degrees.[2]
Career
In the 1980s, Zeithaml and her co-authors developed SERVQUAL, a multidimensional scale of perceived service quality. She was named a Thomson Reuters Highly Cited Researcher in the report on “The World’s Most Influential Scientific Minds.”[3]
Zeithaml held positions at the University of North Carolina’s Kenan-Flagler Business School, including Associate Dean of the MBA Program, Senior Associate Dean for Academic Affairs, and Chair of the Marketing Area. She was also a Trustee of the Marketing Science Institute and the Chairman of the Board of the American Marketing Association.[4]
Notably, Zeithaml served in various capacities within the American Marketing Association, including Treasurer in 2015, Incoming Chairman of the Board in 2016, Chairman of the Board in 2017, and Outgoing Chairman of the Board in 2018. She served as a Center for Services Leadership Fellow at Arizona State University from 2016 to 2017. Additionally, from 2001 to 2007, Zeithaml served as an Academic Trustee of the Marketing Science Institute, one of only 12 worldwide.[1][2][5]
Research
Zeithaml's development of the SERVQUAL model, is a widely adopted measurement instrument across various industries and countries.[6]
Her books, including “Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy,” Services Marketing: Integrating Customer Focus across the Firm,” and "Delivering Quality Service: Balancing Customer Perceptions and Expectations," have garnered critical acclaim and contributed significantly to the literature on marketing and customer relations.[1][7][8]
Selected publications
Books
- Zeithaml, Valarie (2007). Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy. Harvard Business School Press.
- Roland Rust, Valarie A. Zeithaml and Kay Lemon, (2000) Driving Customer Equity: Focusing Strategic Decisions for Long-term Profitability, Free Press
- Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry (1990), Delivering Quality Service: Balancing Customer Expectations and Perceptions, Free Press
Publications
- Zeithaml, Valarie A.; Jaworski, Bernard J.; Kohli, Ajay K.; Tuli, Kapil R.; Ulaga, Wolfgang; Zaltman, Gerald (2020). "A Theories-in-Use Approach to Building Marketing Theory". Journal of Marketing. 84 (1): 32–51. doi:10.1177/0022242919888477. ISSN 0022-2429.
- Zeithaml, Valarie A.; Verleye, Katrien; Hatak, Isabella; Koller, Monika; Zauner, Alexander (2020). "Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues". Journal of Service Research. 23 (4): 409–432. doi:10.1177/1094670520948134. ISSN 1094-6705.
- Rust, Roland T.; Lemon, Katherine N.; Zeithaml, Valarie A. (2004). "Return on Marketing: Using Customer Equity to Focus Marketing Strategy". Journal of Marketing. 68 (1): 109–127. doi:10.1509/jmkg.68.1.109.24030. ISSN 0022-2429.
- Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind (2005). "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality". Journal of Service Research. 7 (3): 213–233. doi:10.1177/1094670504271156. ISSN 1094-6705.
- Zeithaml, Valarie A. (1988). "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence". Journal of Marketing. 52 (3): 2–22. doi:10.2307/1251446. JSTOR 1251446.
