Valerie Zeithaml

About the Author

Valerie Zeithaml is a distinguished scholar and professor emerita at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill, where she has made profound contributions to the field of marketing. Renowned for her pioneering research on service quality and customer satisfaction, Zeithaml has authored numerous influential books and articles that have shaped business education and practice worldwide. Her seminal work, Services Marketing (6th Edition), co-authored with Mary Jo Bitner and Dwayne Gremler, remains a cornerstone text for understanding the unique challenges of marketing intangible services in a competitive landscape. With a career spanning decades, Zeithaml's insights continue to guide executives, educators, and researchers in enhancing service delivery and fostering long-term customer relationships.