All four authors have devoted their careers to research, teaching, and consulting in the areas of services strategy, management, and marketing. Three are recipients of the American Marketing Association’s prestigious annual Career Contributions to Services Marketing Award. Each is affiliated with the Center for Services Leadership in the W. P. Carey School of Business at Arizona State University.
Valarie A. Zeithaml was one of the co-authors of Delivering Quality Service, the 1990 business book that introduced the Gaps Model of Service Quality and SERVQUAL, a multidimensional scale for assessing customer perceptions of service quality. Her research, which has won awards in Journal of Marketing, Journal of Marketing Research ...
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