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.
She won the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the marketing. The American Marketing Association awarded 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 -- to her in 2008. In 2004, 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. She received the American Marketing Association’s Career Contributions to the Services Discipline Award in 2001.
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 area chair of marketing at UNC Kenan-Flagler.
She received her PhD and MBA from the University of Maryland, and her BA from Gettysburg College.