Valarie A Zeithaml

Biographic Data

ID797206
NAMEValarie A Zeithaml
GIVEN NAMESValarie A
FAMILY NAMEZeithaml
SIGNATUREZEITHAML V A
AFFILIATIONSPartner, Schmalensee and Zeithaml.
ORCID0000-0003-4693-6069
VERIFIEDYes
TOTAL WORKS12
TOTAL CITATIONS12
AUTHOR COUNT12
EDITOR COUNT0
FIRST PUBLICATION YEAR1982
LATEST PUBLICATION YEAR2020
H-INDEX2

  • User-informed marketing versus standard description to drive demand for evidence-based therapy: A randomized controlled trial

    Open AccessSara J Becker, Sarah A Helseth et al.ARTICLEAmerican Psychologist2020Cited by: 2

    Direct-to-consumer (DTC) marketing represents a vital strategy to disseminate evidence-based therapies (EBTs). This 3-phase research program, informed by the marketing mix, developed and evaluated user-informed DTC materials for parents concerned about adolescent substance use (SU). Phases 1 and 2 consisted of qualitative interviews (n = 29 parents) and a quantitative survey (n = 411), respectively, to elicit parents' preferred terms and strategi…

  • Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge

    Valarie A Zeithaml, A Parasuraman et al.ARTICLEJournal of the Academy of…2002

  • The Behavioral Consequences of Service Quality

    Open AccessValarie A Zeithaml, Leonard L Berry et al.ARTICLEJournal of Marketing1996

    If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning…

  • Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

    Open AccessA Parasuraman, Valarie A Zeithaml et al.ARTICLEJournal of Marketing1994

    The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessme…

  • The Nature and Determinants of Customer Expectations of Service

    Valarie A Zeithaml, Leonard L Berry et al.ARTICLEJournal of the Academy of…1993

  • A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

    Open AccessWilliam Boulding, Ankur Kalra et al.ARTICLEJournal of Marketing Research1993

    Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. These perceptions of quality dimensions form the basis for a person's overal…

  • A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

    William Boulding, Ankur Kalra et al.ARTICLEJournal of Marketing Research1993

    William Boulding, Ajay Kalra, Richard Staelin, Valarie A. Zeithaml, A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research, Vol. 30, No. 1 (Feb., 1993), pp. 7-27

  • Can't Get No Satisfaction: Customers, Citizens, Service, and Satisfaction

    Frank Marini, Frank C Marini et al.ARTICLEPublic Administration Review1993

  • Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

    Open AccessValarie A ZeithamlARTICLEJournal of Marketing1988

    Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions about the concepts and their relationships are presented, then supported with evidence from the literature. Discussion centers on directions for research and implications for managing price, quality, and value.

  • A Conceptual Model of Service Quality and Its Implications for Future Research

    Open AccessA Parasuraman, Valarie A Zeithaml et al.ARTICLEJournal of Marketing1985

    The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions…

  • The Elderly Consumer and Adoption of Technologies

    Mary C Gilly, Valarie A ZeithamlARTICLEJournal of Consumer Research1985Cited by: 5

    The study investigated adoption of several key consumer-related technologies by the elderly. Specifically, the adoption of scanner-equipped grocery stores, electronic funds transfer, automated teller machines, and custom telephone calling services was compared in an elderly and a nonelderiy sample of consumers. Results indicated that lower percentages of the elderly group were in the trial and adoption stages for most of the innovations. However,…

  • Consumer Response to In-Store Price Information Environments

    Valarie A ZeithamlARTICLEJournal of Consumer Research1982Cited by: 5

    Journal Article Consumer Response to In-Store Price Information Environments Get access Valarie A. Zeithaml Valarie A. Zeithaml Search for other works by this author on: Oxford Academic PubMed Google Scholar Journal of Consumer Research, Volume 8, Issue 4, March 1982, Pages 357–369, https://doi.org/10.1086/208876 Published: 01 March 1982 Article history Received: 01 April 1981 Revision received: 01 October 1981 Published: 01 March 1982