Valarie Zeithaml: A Career Built on Service Quality, Services Management, and Customer Equity

Valarie Zeithaml has devoted the last 35 years to researching, consulting and teaching service quality, services management and customer equity. Currently she is the David S. Van Pelt Family Distinguished Professor of Marketing at the University of North Carolina’s Kenan-Flagler Business School.

Russ Klein caught up with Professor Zeithaml at the 2016 Winter AMA Academic Conference in Las Vegas and discussed her background, career, and contributions.

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