Valarie Zeithaml

Valarie Zeithaml is an American economist and university professor .

Career, research and teaching

Zeithaml first studied at Gettysburg College , which she left as a Bachelor of Arts in the direction of the University of Maryland . After completing her Master of Business Administration there, she graduated with a Doctor of Business Administration . Initially active in the practice between 1970 and 1976, she then returned to the University of Maryland as a lecturer . In 1980 she moved to Texas A&M University , where she was promoted to associate professor through a position as an assistant professor . In 1986, she went to the Fuqua School of Business of Duke University , where she worked as associate professor to the 1992nd Zeithaml worked for a consulting firm until 1996 , but then returned to the scientific community. From 1996 visiting professor at the University of North Carolina at Chapel Hill , she was appointed full professor at the university two years later. As a result, she held various professorships and took on duties as deputy dean of the MBA program. In 2007 she was appointed to the David S. Van Pelt Chair in Marketing.

The focus of Zeithaml's academic work is on marketing . Her focus here is particularly on customer equity , research into service marketing and quality, and the perception of price and quality among consumers. Her name is in particular the developed in the 1980s, Gap model and Servqual connected, a standardized method for measuring the quality of services and the consequent customer satisfaction, partly after the initials of the Co A. Parasuraman , and Leonard L. Berry as "PZB model" is called. Zeithaml has received several awards for her work. Her book Delivering Quality Service: Balancing Customer Perceptions and Expectation received an award from Choice Magazine in 1991 , and in 2003 the American Marketing Association named her Driving Customer Equity: Focusing Strategic Decisions for Long-term Profitability as the best marketing book of the previous three years .

Works

The following list shows books published by Zeithaml, and she has also written or co-authored numerous monographs, magazine articles and working papers.

• Services Marketing in a Changing Environment. Editor with Thomas Bloch and Gregory Upah (1984)
• Review of Marketing. Editor (1990)
• Delivering Quality Service: Balancing Customer Expectations and Perceptions with A. Parasuraman and Leonard L. Berry (1990)
• Services Marketing with Mary Jo Bitner
• Driving Customer Equity: Focusing Strategic Decisions for Long-term Profitability with Roland Rust and Kay Lemon (2000)
• Service Quality with A. Parasuraman (2004)

Web links

• Official website of the University of North Carolina at Chapel Hill ( October 31, 2012 memento in the Internet Archive )
• Another website at the University of North Carolina at Chapel Hill