Raymond P. Fisk, John Bateson, Leonard L. Berry, Bo Edvardsson, Christian Grönroos, A. Parasuraman, Benjamin Schneider, David E. Bowen, Mary Jo Bitner, Stephen W. Brown, Valarie A. Zeithaml, Richard B. Chase (2026). Learning from the pioneering founders of the service research field. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
Valarie A. Zeithaml (2026). Measuring customer perceptions of innovativeness. Journal of service management.DOI
David E. Bowen, Raymond P. Fisk, John E. G. Bateson, Leonard L. Berry, Mary Jo Bitner, Stephen W. Brown, Richard B. Chase, Bo Edvardsson, Christian Gronroos, A. Parasuraman, Benjamin Schneider, Valarie A. Zeithaml (2023). Learning from the pioneering founders of the service research field. Journal Of Service Management, Vol. 340, No. 4.DOI
Valarie A. Zeithaml, Katrien Verleye, Isabella Hatak, Monika Koller, Alexander Zauner (2020). Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues. Journal Of Service Research, Vol. 230, No. 40.DOI
Valarie A. Zeithaml, Bernard J. Jaworski, Ajay K. Kohli, Kapil R. Tuli, Wolfgang Ulaga, Gerald Zaltman (2020). A Theories-in-Use Approach to Building Marketing Theory. Journal Of Marketing, Vol. 840, No. 10.DOI
Valarie A. Zeithaml, Jochen Wirtz (2020). Cost-effective service excellence. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
A. Parasuraman, Arvind Malhotra, Valarie A. Zeithaml (2019). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
Valarie A. Zeithaml, A. Parasuraman, Arvind Malhotra (2019). Service quality delivery through web sites: A critical review of extant knowledge. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry (2019). The nature and determinants of customer expectations of service. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
Sunil Kumar Gupta, Valarie A. Zeithaml (2019). Customer metrics and their impact on financial performance. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
William T. Faranda, Amy R. Hubbert, Mary Jo Bitner, Valarie A. Zeithaml (2019). Customer contributions and roles in service delivery. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
Valarie A. Zeithaml (2019). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Carolina Digital Repository (University of North Carolina at Chapel Hill).DOI
Jochen Wirtz, Valarie A. Zeithaml (2017). Cost-effective service excellence. Journal of the Academy of Marketing Science.DOI
Roland T. Rust, Valarie A. Zeithaml, K. N. Lemon（2010）. Brands ブランド・エクイティの評価法 (Feature Articles 戦略の技術).
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler (2010). Services Marketing Strategy. Wiley International Encyclopedia of Marketing.DOI
Valarie A. Zeithaml, Ruth N. Bolton, John Deighton, Timothy L. Keiningham, Katherine N. Lemon, J. Andrew Petersen (2006). [Review] Forward-looking focus - Can firms have adaptive foresight? Journal Of Service Research, Vol. 90, No. 20.DOI
Сунил Гупта，Valarie A. Zeithaml (2006). Customer Metrics and Their Impact on Financial Performance. Marketing Science.DOI
Roland T. Rust, Valarie A. Zeithaml, K. N. Lemon（2004）. カスタマー・エクイティの増大が最終目標 ブランド・マネジメントは顧客戦略である (Feature Articles 「脱」常識思考のマーケティング).
A. Parasuraman, Valarie A. Zeithaml, Arvind Malhotra (2004). E-S-QUAL. Journal of Service Research.DOI
Roland T. Rust, Katherine N. Lemon, Valarie A. Zeithaml (2003). Return on Marketing: Using Customer Equity to Focus Marketing Strategy. Journal of Marketing.DOI
Valarie A. Zeithaml, A. Parasuraman, Arvind Malhotra (2002). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science.DOI
Valarie A. Zeithaml (2002). Service excellence in electronic channels. Managing Service Quality.DOI
Roland T. Rust, Valarie A. Zeithaml, K. N. Lemon, 隆一郎 近藤（2001）. カスタマー・エクイティ : ブランド、顧客価値、リテンションを統合する.
Roland T. Rust, Valarie A. Zeithaml, K. N. Lemon（2001）. 顧客価値を最大化する3つのドライバー カスタマー・エクイティのフレームワーク (カスタマー・エクイティ戦略).
Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon (2000). Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy (Управление ценностью клиентуры: как ценность клиентской базы изменяет корпоративную стратегию).
Merrie L. Brucks, Valarie A. Zeithaml, G. Naylor (2000). Price and Brand Name As Indicators of Quality Dimensions for Consumer Durables. Journal of the Academy of Marketing Science.DOI
Valarie A. Zeithaml (2000). Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science.DOI
Book Chapters
Mary Jo Bitner, Valarie A. Zeithaml, Dwayne D. Gremler (2010). Technology’s Impact on the Gaps Model of Service Quality. Service science: research and innovations in the service economy.DOI