Zeithaml, Parasuraman, and Berry

Zeithaml, Parasuraman, and Berry are recognized for their work in understanding service quality. They developed the SERVQUAL model, which identifies five key factors that influence how customers perceive the quality of a service: reliability, assurance, tangibles, empathy, and responsiveness. Their research highlights that delivering consistent, trustworthy, and customer-focused service leads to higher satisfaction and loyalty. Essentially, they help companies understand what customers value in service experiences and how to improve them effectively.