Zeithaml

Valarie Zeithaml is a respected researcher in marketing, known for her work on service quality and customer perceptions. Her work helps businesses understand how customers evaluate the quality of services they receive, often focusing on factors like reliability, assurance, and responsiveness. She emphasizes that customer perceptions directly impact satisfaction and loyalty, and she provides frameworks to measure and improve service quality. Ultimately, her insights help organizations design better experiences that meet or exceed customer expectations, fostering trust and long-term relationships.