Beverley Sparks is a Professor at Griffith University’s School of Tourism and Hotel Management, which is based on Queensland’s Gold Coast in Australia. Beverley holds a Bachelor of Arts degree, a Graduate Diploma of Tourism and Hospitality Management and a Doctor of Philosophy in Management specialising in service marketing within the hospitality industry. Her research interests include service quality, customer satisfaction and service recovery. The majority of her research has focused upon customer-service provider interactions in the hospitality industry. She has received several grants to support her work in the customer satisfaction area. She has publications in international hospitality and marketing journals including Psychology and Marketing, Advances in Consumer Research, Hospitality Research Journal, Journal of Hospitality and Leisure Management, and the International Journal of Hospitality Management. Beverley is also active in presenting seminars and conference papers both nationally and internationally.