Class Acts Service and Inequality in Luxury Hotels

Name: Class Acts Service and Inequality in Luxury Hotels
Availability: InStock
ISBN: 9780520247826

ISBN-10: 0520247825

ISBN-13: 9780520247826

Edition: 2007

Authors: Rachel Sherman

List price: $34.95

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In this lively study, Rachel Sherman goes behind the scenes in two urban luxury hotels to give a nuanced picture of the workers who care for and cater to wealthy guests by providing seemingly unlimited personal attention. Drawing on in-depth interviews and extended ethnographic research in a range of hotel jobs, including concierge, bellperson, and housekeeper, Sherman gives an insightful analysis of what exactly luxury service consists of, how managers organize its production, and how workers and guests negotiate the inequality between them. She finds that workers employ a variety of practices to assert a powerful sense of self, including playing games, comparing themselves to other…

Book details

List price: $34.95
Copyright year: 2007
Publisher: University of California Press
Publication date: 1/17/2007
Binding: Paperback
Pages: 373
Size: 6.00" wide x 9.00" long x 0.90" tall
Weight: 1.496
Language: English



Contents


Acknowledgments


Introduction: Luxury Service and the New Economy



"Better Than Your Mother": The Luxury Product



Managing Autonomy



Games, Control, and Skill



Recasting Hierarchy



Reciprocity, Relationship, and Revenge



Producing Entitlement Conclusion: Class, Culture, and the Service Theater



Methods



Hotel Organization



Jobs, Wages, and Nonmanagerial Workers in Each Hotel: 2000-2001


Notes


References


Index