Valarie Zeithaml

Valarie Zeithaml is an award-winning teacher and researcher, and 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.

Dr. Zeithaml 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.

For her work that is influencing the future direction of marketing, she
was named a Thomson Reuters Highly Cited Researcher in the report
on "The World's Most Influential Scientific Minds."

The American Marketing Association (AMA) named her a Marketing

Legend in 2016. She was selected for its inaugural cohort of AMA
Fellows for her significant contributions to the research, theory and
practice of marketing and service to the AMA in 2015.

She 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, the
AMA awarded her with the Paul D. Converse Award, which 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. She received the AMA’s Career
Contributions to the Services Discipline Award in 2001.

She received both the Innovative Contributor to Marketing Award

from the Marketing Management Association and the Outstanding
Marketing Educator Award from the Academy of Marketing Science
in 2004.

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 sixth edition.

She is the former associate dean of the MBA Program, former senior
associate dean for academic affairs and former chair of the marketing
area at UNC Kenan-Flagler.

She received her PhD and MBA from the University of Maryland, and
her BA from Gettysburg College.