Sarah completed her undergraduate degree in Hotel & Catering Management at Oxford Brookes University in 1998, specialising in 营销. Following a successful career in hotel management, including with Intercontinental Hotels Group, Small Luxury Hotels of the World and Historic House Hotels, Sarah also has a broad industry background in services including theme parks, funeral services, education and local council services. Returning to study in 2011 Sarah completed her MSc Service 管理 with Distinction at the University of Buckingham. Here, she also discovered a love of teaching, leading to a desire to undertake a PhD. Sarah’s research interests include services marketing, luxury marketing, experiential consumption, digital customer behaviour including social media, customer complaint behaviour, temporality and hospitality management. Sarah’s doctorate was awarded in 2020 by Oxford Brookes University and is entitled, “An exploration of customer perceptions of temporality in contemporary customer complaint behaviour using social media: Exceptional experiences in luxury London hotels”.