Valarie Zeithaml

Valarie Zeithaml is a prominent scholar in the field of marketing and services management, known for her research on service quality and customer satisfaction. She introduced the concept of the service quality model, often referred to as SERVQUAL, which measures the gap between customer expectations and their actual experiences. Zeithaml's work emphasizes the importance of understanding consumer perceptions and behaviors to enhance service delivery. Her contributions have significantly influenced how businesses improve their customer interactions and overall service effectiveness, making her a key figure in service marketing and management studies.