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

Matt Weingarden

Marketing Legends

Valarie Zeithaml has devoted the last 35 years to researching, consulting and teaching service quality, services management and customer equity. 

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

Valarie Zeithaml | A Brief Biography

Valarie is the David S. Van Pelt Family Distinguished Professor of Marketing at the University of North Carolina’s Kenan-Flagler Business School. 

In addition to being a member of the inaugural cohort of AMA Fellows, her honors include the AMA Irwin/McGraw-Hill Distinguished Marketing Educator, the Paul D. Converse Award, and the inaugural Berry-AMA Book Prize. Dr. Zeithaml has researched customer expectations in more than 50 industries. She is first author of the best-selling business book Delivering Quality Service: Balancing Customer Perceptions and Expectations and the first author of the Irwin/McGraw-Hill textbook Services Marketing, now in its seventh edition. 


Valarie received her PhD and MBA from the University of Maryland, and her BA from Gettysburg College.

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The mission of the Sheth Foundation is to support the academic scholarship, publications, education and research of tax-exempt, publicly-supported educational organizations, primarily focusing on the discipline of marketing, by providing support to grant awarding Recipient Organizations.

The Sheth Foundation additionally provides support to other tax-exempt, publicly-supported organizations that are closely related in purpose or function to one or more of the Recipient Organizations and the activities of which carry out the purposes of one or more of the Primary Supported Organizations.

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Matt Weingarden, Vice President, Communities & Journals, leads the diverse team that supports the AMA’s network of community leaders from its three broad communities and four scholarly journals.