Valarie Zeithaml
Valarie Zeithaml
Verified email at unc.edu
TitleCited byYear
Servqual: A multiple-item scale for measuring consumer perc
A Parasuraman, VA Zeithaml, LL Berry
Journal of retailing 64 (1), 12, 1988
323451988
A conceptual model of service quality and its implications for future research
A Parasuraman, VA Zeithaml, LL Berry
Journal of marketing 49 (4), 41-50, 1985
298521985
Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence
VA Zeithaml
Journal of marketing 52 (3), 2-22, 1988
206381988
Services marketing: Integrating customer focus across the firm
VA Zeithaml, MJ Bitner, DD Gremler, A Pandit
McGraw-Hill/Irwin, 2006
18293*2006
The behavioral consequences of service quality
VA Zeithaml, LL Berry, A Parasuraman
Journal of marketing 60 (2), 31-46, 1996
138401996
Delivering quality service: Balancing customer perceptions and expectations
VA Zeithaml, A Parasuraman, LL Berry, LL Berry
Simon and Schuster, 1990
77921990
Refinement and reassessment of the SERVQUAL scale
A Parasuraman, LL Berry, VA Zeithaml
Journal of retailing 67 (4), 420, 1991
67181991
A dynamic process model of service quality: from expectations to behavioral intentions
W Boulding, A Kalra, R Staelin, VA Zeithaml
Journal of marketing research 30 (1), 7-27, 1993
59481993
Reassessment of expectations as a comparison standard in measuring service quality: implications for further research
A Parasuraman, VA Zeithaml, LL Berry
Journal of marketing 58 (1), 111-124, 1994
51061994
ES-QUAL: a multiple-item scale for assessing electronic service quality
A Parasuraman, VA Zeithaml, A Malhotra
Journal of service research 7 (3), 213-233, 2005
41732005
The nature and determinants of customer expectations of service
VA Zeithaml, LL Berry, A Parasuraman
Journal of the academy of Marketing Science 21 (1), 1-12, 1993
38011993
A critical review of consumer satisfaction
Y Yi
Review of marketing 4 (1), 68-123, 1990
32671990
Service quality delivery through web sites: a critical review of extant knowledge
VA Zeithaml, A Parasuraman, A Malhotra
Journal of the academy of marketing science 30 (4), 362-375, 2002
30532002
How cdnsuper evaluation processes dlffer between goods and serveces
VA Zeithaml
Conference: American Marketing Association First Services Marketing Conference, 1981
28381981
Communication and control processes in the delivery of service quality
VA Zeithaml, LL Berry, A Parasuraman
Journal of marketing 52 (2), 35-48, 1988
26211988
Service quality, profitability, and the economic worth of customers: what we know and what we need to learn
VA Zeithaml
Journal of the academy of marketing science 28 (1), 67-85, 2000
24892000
Understanding customer expectations of service
A Parasuraman, LL Berry, VA Zeithaml
Sloan management review 32 (3), 39-48, 1991
24501991
Return on marketing: Using customer equity to focus marketing strategy
RT Rust, KN Lemon, VA Zeithaml
Journal of marketing 68 (1), 109-127, 2004
24352004
Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria
A Parasuraman, VA Zeithaml, LL Berry
Journal of retailing 70 (3), 201-230, 1994
24191994
Driving customer equity: How customer lifetime value is reshaping corporate strategy
VA Zeithaml, KN Lemon, RT Rust
Simon and Schuster, 2001
19342001
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Articles 1–20