The nature and determinants of customer expectations of service
Cite this article as: Zeithaml, V.A., Berry, L.L. & Parasuraman, A. JAMS (1993) 21: 1. doi:10.1177/0092070393211001
Her research interests include services marketing and consumer perceptions of price and quality. Her articles have appeared in the
Journal of Consumer Research, Journal of Marketing, Journal of Marketing Research, Journal of Consumer Affairs, Journal of Retailing, and Management Accounting. She is co-author (with Len Berry and Parsu Parasurman) of Delivering Quality Service: Balancing Customer Perceptions and Expectations (The Free Press, 1990). Leonard L. Berry holds the J. C. Penney Chair of Retailing Studies, is Professor of Marketing, and is director of the Center for Retailing Studies at Texas A&M University. He is a former national president of the American Marketing Association. His research interests are services marketing, service quality, and retailing strategy. He is the author of numerous journal articles and books, including Marketing Services: Competing Through Quality (The Free Press, 1991), which he wrote with A. Parasuraman.
His research interests include services marketing, sales management, and marketing strategy. He has written numerous articles in journals such as the
Journal of Marketing, Journal of Marketing Research, Journal of Business Research, Sloan Management Review, and Business Horizons. He is the author of Marketing Research (Addison-Wesley, 1991) and coauthor (with Leonard L. Berry and Valarie A. Zeithaml) of Delivering Quality Service: Balancing Customer Perceptions and Expectations (The Free Press, 1990).