|Categories:||Consumer Behavior, Market Research, Marketing Strategy, Strategic Planning|
Dr. Valarie Zeithaml is the David S. Van Pelt Family Distinguished Professor of Marketing at the Kenan-Flagler Business School at the University of North Carolina and an award-winning teacher and researcher. She has researched customer expectations in more than 40 industries. She also has consulted with service and product companies, including IBM, Kaiser Permanente, GE, Caterpillar, John Hancock Financial Services, Aetna, AT&T, Sears, Metropolitan Life Insurance, Bank of America, Chase Manhattan Bank, Allstate, BellSouth, and Procter and Gamble.
Professor Zeithaml received the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award and the 2008 Paul Converse Award, both granted for significant lifetime contributions to the marketing discipline. In each case, she was the first female to receive the awards. She has also received research awards from most marketing journals.
Dr. Zeithaml and her co-authors also won the prestigious, inaugural Berry-American Marketing Association Book Prize for their book, Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy. She also co-authored the best-selling Delivering Quality Service: Balancing Customer Perceptions and Expectations and the textbook, Services Marketing.
Dr. Zeithaml is the former associate dean of the MBA Program, former senior associate dean for academic affairs and former chair of marketing at UNC Kenan-Flagler. Professor Zeithaml received her DBA and MBA from the University of Maryland and her BA from Gettysburg College.