Zeithaml, Valarie A.

A conceptual model of service quality and its implications for future research

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 21,645

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 21,118

Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

Zeithaml, V. A. (1988) · Journal of Marketing

Consumer Market Behavior and PricingCustomer Service Quality and Loyalty

Cited by 18,292

The Behavioral Consequences of Service Quality

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 12,003

Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994) · Journal of Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 3,322

Service quality delivery through web sites: a critical review of extant knowledge

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyDigital Marketing and Social Media

Cited by 2,729

Return on Marketing: Using Customer Equity to Focus Marketing Strategy

Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004) · Journal of Marketing

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 2,151

Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn

Zeithaml, V. A. (2000) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 1,919

A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993) · Journal of Marketing Research

Customer Service Quality and LoyaltyConsumer Behavior and Marketing Influence

Cited by 1,518

The Customer Pyramid: Creating and Serving Profitable Customers

Zeithaml, V. A., Rust, R. T., & Lemon, K. N. (2001) · California Management Review

Customer churn and segmentationCustomer Service Quality and Loyalty

Cited by 496

The elderly consumer and adoption of technologies

Gilly, M. C., & Zeithaml, V. A. (1985) · Journal of Consumer Research

Technology Use by Older AdultsTechnology Adoption and User Behaviour

Cited by 329