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Academic Areas > Marketing > Faculty and Staff > Valarie Zeithaml
 

 

 Valarie Zeithaml

 

David S. Van Pelt Family Distinguished Professor of Marketing

  

Dr. Zeithaml, the David S. Van Pelt Family Distinguished Professor of Marketing and an award-winning teacher and researcher, is an internationally recognized pioneer of services marketing. She devoted the last 35 years to researching, consulting and teaching service quality, services management and customer equity.

She has researched customer expectations in more than 50 industries. She has consulted with service and product companies, including IBM, Kaiser Permanente, GE, John Hancock Financial Services, Aetna, AT&T, Metropolitan Life Insurance, Bank of America, Chase Manhattan Bank, Allstate, and Procter and Gamble.

 

Dr. Zeithaml was won the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the marketing.  In 2008, she was awarded the Paul D. Converse Award from the American Marketing Association.  The Converse Award is granted every four years to individuals who have made outstanding and enduring contributions to marketing through journal articles, books or a body of work.  In 2004, Professor Zeithaml received both the Innovative Contributor to Marketing Award given by the Marketing Management Association and the Outstanding Marketing Educator Award given by the Academy of Marketing Science. In 2001, she received the American Marketing Association’s Career Contributions to the Services Discipline Award.    

 

Dr. Zeithaml is the author or co-author of seven books.  She and her co-authors won the prestigious inaugural Berry-American Marketing Association Book Prize for their book, Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy. She is the first author of the best-selling business book, Delivering Quality Service: Balancing Customer Perceptions and Expectations, which won the Choice Book Award and is now in its 20th printing.  She is also the first author of the Irwin/McGraw-Hill textbook, Services Marketing, now in its 6th edition.

 

She is the former associate dean of the MBA Program, former Senior Associate Dean for Academic Affairs and former Area Chair of Marketing at UNC’s Kenan-Flagler Business School.

 

She received her PhD and MBA from the University of Maryland.

 

 Curriculum Vitae

 
  
  
Zeithaml 2012.pdfZeithaml 2012
 

 Selected Publications

 
  
  
Reference
The Nature and Determinants of Customer Expectations of Service.pdfThe Nature and Determinants of Customer Expectations of Service
Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations of Service," Journal of the Academy of Marketing Science, Vol. 21, 1, winter 1993, pp. 1-12.
Five Imperatives for Improving Service Quality.pdfFive Imperatives for Improving Service Quality
Leonard L. Berry, A. Parasuraman, and Valarie A. Zeithaml "Five Imperatives for Improving Service Quality," Sloan Management Review, 31, Summer 1990.
Paradigm Shifts in Business Education Using Active Learning to Deliver Services Marketing Content.pdfParadigm Shifts in Business Education Using Active Learning to Deliver Services Marketing Content
Lauren K. Wright, Mary Jo Bitner and Valarie A. Zeithaml, "Paradigm Shifts in Business Education Using Active Learning to Deliver Services Marketing Content," Journal of Marketing Education, Fall 1994, pp. 5-19.
Improving Service Quality in America- Lessons Learned.pdfImproving Service Quality in America- Lessons Learned
Leonard L. Berry, A. Parasuraman and Valarie A. Zeithaml "Improving Service Quality in America- Lessons Learned," Academy of Management Executive, 1994
A Dynamic Process Model of Service Quality- From Expectations to Behavioral Intentions.pdfA Dynamic Process Model of Service Quality- From Expectations to Behavioral Intentions
William Boulding, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml "A Dynamic Process Model of Service Quality- From Expectations to Behavioral Intentions," Journal of Marketing Research, Vol. 30, Winter 1993, pp. 7-27.
Communication and Control Processes in the Delivery of Service Quality.pdfCommunication and Control Processes in the Delivery of Service Quality
Valarie A. Zeithaml, Leonard L Berry, and A. Parasuraman "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, April 1988
Environmental Management- Revising the Marketing Perspective.pdfEnvironmental Management- Revising the Marketing Perspective
Carl P. Zeithaml and Valarie A. Zeithaml "Environmental Management- Revising the Marketing Perspective," Journal of Marketing, Vol. 48, Spring 1984, pp. 33-46.
Age Differences in Response to Grocery Store Price Information.pdfAge Differences in Response to Grocery Store Price Information
Valarie A. Zeithaml and William L. Fuerst "Age Differences in Response to Grocery Store Price Information,"  Journal of Consumer Affaris, Vol. 17, No. 2, Winter 1983, pp. 402-420.
The New Demographics and Market Fragmentation.pdfThe New Demographics and Market Fragmentation
Valarie A. Zeithaml "The New Demographics and Market Fragmentation," Journal of Marketing, Vol 49 (Summer 1985), pp. 64-75
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality- Implications of Future Research.pdfReassessment of Expectations as a Comparison Standard in Measuring Service Quality- Implications of Future Research
A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality- Implications of Future Research," Journal of Marketing, Vol. 58, No. 1, Jan 1994, pp. 111-124.
The Behavioral Consequences of Service Quality.pdfThe Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry and A. Parasuraman "The Behavioral Consequences of Service Quality," Journal of Marketing, Vol. 60, April 1996, pp. 31-46.
Customer Contributions and Role in Service Delivery.pdfCustomer Contributions and Role in Service Delivery
Mary Jo Bitner, William T. Faranda, Amy R. Hubbert and Valarie A. Zeithaml "Customer Contributions and Role in Service Delivery," International Journal of Service Industry Management, Vol. 8, Nos. 3 &4, 1997, pp. 193-205.
What Drives Customer Equity.pdfWhat Drives Customer Equity
Katherine N. Lemon, Roland T Rust, and Valarie A. Zeithaml " What Drives Customers Equity?," Marketing Management, Spring 2001, pp. 20-25.
e-SERVQUAL- A Multiple-Item Scale for Assessing Electronic Service Quality.pdfe-SERVQUAL- A Multiple-Item Scale for Assessing Electronic Service Quality
Parsu Parasuraman, Valarie Zeithaml and Arvind Malhotra (2005),"e-SERVQUAL: A Multiple-Item Scale for Assessing Electronic Service Quality," Journal of Service Research, Volume 7, Number 3, pp. 213-233.
More on Improving Service Quality Measurement.pdfMore on Improving Service Quality Measurement
A. Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml "More on Improving Service Quality Measurement," Journal of Retailing, Vol. 69, No. 1, Spring 1993, pp. 140-147.
The Service-Quality Puzzle.pdfThe Service-Quality Puzzle
Leonard L. Berry, A. Parasuraman, and Valarie A. Zeithaml "The Service-Quality Puzzle," Business Horizons, Sept-Oct 1988, pp. 35-43.
The Contingency Approach- Its Foundations and Relevance to Theory Building and Research in Marketing.pdfThe Contingency Approach- Its Foundations and Relevance to Theory Building and Research in Marketing
Valarie A. Zeithaml, P. "Rajan" Varadarajan, and Carl P. Zeithaml "The Contingency Approach- Its Foundations and Relevance to Theory Building and Research in Marketing," European Journal of Marketing, Vol. 22, No. 7, pp. 37-64.
Characteristics Affecting the Acceptance of Retailing Technologies- A Comparison of Elderly and Nonelderly Consumers.pdfCharacteristics Affecting the Acceptance of Retailing Technologies- A Comparison of Elderly and Nonelderly Consumers
Valarie A. Zeithaml and Mary C. Gilly "Characteristics Affecting the Acceptance of Retailing Technologies: A Comparison of Elderly and Nonelderly Consumers," Journal of Retailing, Vol. 63, No. 1, Spring 1987, pp. 49-68.
Quality Counts in Services, Too.pdfQuality Counts in Services, Too
Leondard L. Berry, Valarie A. Zeithaml, and A. Parasuraman "Quality Counts in Services, Too," Business Horizons, May-June 1985, pp. 44-52.
The Elderly Consumer and Adoption of Technologies.pdfThe Elderly Consumer and Adoption of Technologies
Mary C. Gilly and Valarie A. Zeithaml "The Elderly Consumer and Adoption of Technologies," Journal of Consumer Research, Vol. 12, December 1985, pp. 353-357.
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