Valarie Zeithaml is a
marketing
Marketing is the process of exploring, creating, and delivering value to meet the needs of a target market in terms of goods and services; potentially including selection of a target audience; selection of certain attributes or themes to emph ...
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
A university () is an institution of higher (or tertiary) education and research which awards academic degrees in several academic disciplines. Universities typically offer both undergraduate and postgraduate programs. In the United States ...
. Zeithml is an expert in the area of
services marketing
Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketi ...
and
service quality Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. This conceptualistion of service quality has its origins in ...
. In the 1980s Zeithaml and her co-authors developed
SERVQUAL
SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality. SERVQUAL is built on the expectancy-disconfirmation p ...
, a quality management framework for services. She was named a Thomson Reuters Highly Cited Researcher in the report on "The World's Most Influential Scientific Minds."
Selected publications
Books
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References
External links
UNC profile
Living people
American business theorists
American marketing people
Marketing theorists
Marketing people
University of North Carolina at Chapel Hill faculty
Fellows of the American Marketing Association
Year of birth missing (living people)
Place of birth missing (living people)
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