World's Best Scientists 2026 revealed!

D-Index & Metrics

Business and Management

D-Index
67
Citations
255976
World Ranking
351
National Ranking
161

Research.com Recognitions

  • 2015 - Fellow of the American Marketing Association
  • 2009 - AMA-Irwin-McGraw-Hill Distinguished Marketing Educator Award, American Marketing Association

Overview

Valarie A. Zeithaml is affiliated with the University of North Carolina at Chapel Hill in the United States. Their research primarily focuses on the field of Business, Management and Accounting, with specific work in Marketing, Organizational Behavior and Human Resource Management, and Sociology and Political Science.

The scientist's main topics of work include:

  • Customer Service Quality and Loyalty
  • Service and Product Innovation
  • Consumer Retail Behavior Studies
  • Information Systems Theories and Implementation

Valarie A. Zeithaml has authored publications in several journals, notably:

  • Journal of Service Research
  • Journal of service management

Among recent papers, the scientist has published:

  • Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues, 2020, Journal of Service Research
  • Learning from the pioneering founders of the service research field, 2023, Journal of service management

Their work has involved frequent collaboration with several co-authors, including:

  • Katrien Verleye
  • Isabella Hatak
  • Monika Koller
  • Alexander Zauner
  • David E. Bowen

Valarie A. Zeithaml has received recognition through awards such as the Fellow of the American Marketing Association in 2015 and the AMA-Irwin-McGraw-Hill Distinguished Marketing Educator Award from the American Marketing Association in 2009.

Best Publications

  • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

    Ananthanarayanan Parasuraman;Valarie A. Zeithaml;Leonard L. Berry

  • A Conceptual Model of Service Quality and Its Implications for Future Research

    A. Parasuraman;Valarie A. Zeithaml;Leonard L. Berry

  • Services marketing : integrating customer focus across the firm

    Valarie A Zeithaml;Mary Jo Bitner;Dwayne D Gremler

  • Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:

    Valarie A. Zeithaml

  • Services Marketing: Integrating Customer Focus Across the Firm

    Valarie A Zeithaml;Mary Jo Bitner;Dwayne D Gremler

  • The behavioral consequences of service quality

    Valarie A. Zeithaml;Leonard L. Berry;Ananthanarayanan Parasuraman

  • A Conceptual Model of Service Quality and Its Implications for Future Research

    Unknown

  • Refinement and reassessment of the SERVQUAL scale.

    Ananthanarayanan Parasuraman;Leonard L. Berry;Valarie A. Zeithaml

  • Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

    Unknown

  • A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions:

    William Boulding;Ajay Kalra;Richard Staelin;Valarie A. Zeithaml

  • Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research:

    Ananthanarayanan Parasuraman;Valarie A. Zeithaml;Leonard L. Berry

  • Delivering Quality Service : Balancing Customer Perceptions And Expectations

    Valarie A. Zeithaml;Ananthanarayanan Parasuraman;Leonard L. Berry

  • E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality

    A. Parasuraman;Valarie A. Zeithaml;Arvind Malhotra

  • PROBLEMS AND STRATEGIES IN SERVICES MARKETING

    Valarie A. Zeithaml;A. Parasuraman;Leonard L. Berry

  • The Behavioral Consequences of Service Quality

    Unknown

  • The nature and determinants of customer expectations of service

    Valarie A. Zeithaml;Leonard L. Berry;Leonard L. Berry;A. Parasuraman;A. Parasuraman

  • Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge

    Valarie A. Zeithaml;A. Parasuraman;Arvind Malhotra

  • Communication and control processes in the delivery of service quality

    Valarie A. Zeithaml;Leonard L. Berry;A. Parasuraman

  • Service quality, profitability, and the economic worth of customers: What we know and what we need to learn

    Valarie A. Zeithaml

  • How Consumer Evaluation Processes Differ between Goods and Services

    Valarie A. Zeithaml

  • Return on Marketing: Using Customer Equity to Focus Marketing Strategy

    Roland T. Rust;Katherine N. Lemon;Valarie A. Zeithaml

  • Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria

    Anantharanthan Parasuraman;Valarie A. Zeithaml;Leonard L. Berry

  • Servqual : a multiple-item scale for measuring customer perceptions of service quality

    A. Parasuraman;Valarie A. Zeithaml;Leonard L. Berry

  • Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy

    Roland T. Rust;Valarie A. Zeithaml;Katherine N. Lemon

  • Reassessment of expectations as a comparison standard in measuring service quality: Implications

    Valarie A. Zeithaml;A. Parasuraman

Frequent Co-Authors

Leonard L. Berry
Leonard L. Berry Texas A&M University
Ananthanarayanan Parasuraman
Ananthanarayanan Parasuraman University of Miami
Katherine N. Lemon
Katherine N. Lemon Boston College
Mary Jo Bitner
Mary Jo Bitner Arizona State University
Roland T. Rust
Roland T. Rust University of Maryland, College Park
Dwayne D. Gremler
Dwayne D. Gremler Bowling Green State University
Jagdish N. Sheth
Jagdish N. Sheth Emory University
Timothy L. Keiningham
Timothy L. Keiningham St. John's University
Melissa A. Clark
Melissa A. Clark Brown University
Anthony Spirito
Anthony Spirito Brown University

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