Valarie A. Zeithaml

University of North Carolina at Chapel Hill — United States

Business, Management and Accounting · Social Sciences

62h-index136.1kcitations112works0.02yr avg
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Research Topics

Customer Service Quality and Loyalty(64), Consumer Retail Behavior Studies(21), Service and Product Innovation(17), Consumer Behavior in Brand Consumption and Identification(14), Technology Adoption and User Behaviour(12)

Publications112 total

Learning from the pioneering founders of the service research field
Journal of service management·2023· 12 cited
User-informed marketing versus standard description to drive demand for evidence-based therapy: A randomized controlled trial.
American Psychologist·2020· 28 citedOpen Access
Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues
Journal of Service Research·2020· 266 cited
Dimensions of treatment quality most valued by adolescent substance users and their caregivers.
UNC Libraries·2020Open Access
Cost-effective service excellence
UNC Libraries·2020Open Access
A Theories-in-Use Approach to Building Marketing Theory
Journal of Marketing·2019· 354 citedOpen Access
Customer contributions and roles in service delivery
Carolina Digital Repository (University of North Carolina at Chapel Hill)·2019Open Access
Customer metrics and their impact on financial performance
UNC Libraries·2019· 2 citedOpen Access
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
UNC Libraries·2019Open Access
Service quality delivery through web sites: A critical review of extant knowledge
UNC Libraries·2019· 9 citedOpen Access
The nature and determinants of customer expectations of service
UNC Libraries·2019· 8 citedOpen Access
E-S-QUAL: A multiple-item scale for assessing electronic service quality
UNC Libraries·2019· 663 citedOpen Access
Service quality, profitability, and the economic worth of customers: What we know and what we need to learn
Carolina Digital Repository (University of North Carolina at Chapel Hill)·2019Open Access
Research Note: More on improving service quality measurement
Carolina Digital Repository (University of North Carolina at Chapel Hill)·2019· 93 citedOpen Access
How do you measure service quality?
2018· 3 cited
EBOOK : Services Marketing Integrating Customer Focus Across the Firm 7 th Edition
2018· 13 cited
Cost-effective service excellence
Journal of the Academy of Marketing Science·2017· 219 citedOpen Access
Valarie Zeithaml: autobiographical reflections
Journal of Historical Research in Marketing·2017· 4 cited
Dimensions of treatment quality most valued by adolescent substance users and their caregivers.
Professional Psychology Research and Practice·2016· 9 citedOpen Access
Marketing in the firm and society
Medical Entomology and Zoology·2016Open Access
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Frequent Co-authors

A. Parasuraman(21), Leonard L. Berry(19), Katherine N. Lemon(5), Arvind Malhotra(4), Mary Jo Bitner(4), Roland T. Rust(4), Dwayne D. Gremler(3), William Boulding(2), Ajay Kalra(2), Richard Staelin(2), Carl P. Zeithaml(2), A. Parasuraman(1), William T. Faranda(1), Amy R. Hubbert(1), Сунил Гупта(1), A. Parasuraman(1), Merrie Brucks(1), G. Naylor(1), Bernard J. Jaworski(1), Ajay K. Kohli(1)