Description

Book Synopsis
Goes behind the scenes in two urban luxury hotels to give a picture of the workers who care for and cater to wealthy guests. This work offers an analysis of what the luxury service consists of, how managers organize its production, and how workers and guests negotiate the inequality between them.

Table of Contents
Contents Acknowledgments Introduction: Luxury Service and the New Economy 1. "Better Than Your Mother": The Luxury Product 2. Managing Autonomy 3. Games, Control, and Skill 4. Recasting Hierarchy 5. Reciprocity, Relationship, and Revenge 6. Producing Entitlement Conclusion: Class, Culture, and the Service Theater Appendix A: Methods Appendix B: Hotel Organization Appendix C: Jobs, Wages, and Nonmanagerial Workers in Each Hotel: 2000--2001 Notes References Index

Class Acts

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    A Paperback / softback by Rachel Sherman

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      Book details

      Publisher University of California Press
      Published 17 January 2007
      ISBN-13 9780520247826
      978-0520247826
      ISBN-10 0520247825
      Also in:
      Dictionaries, Reference & Language History of scholarship Regional / International studies Consumerism

      Description

      Book Synopsis
      Goes behind the scenes in two urban luxury hotels to give a picture of the workers who care for and cater to wealthy guests. This work offers an analysis of what the luxury service consists of, how managers organize its production, and how workers and guests negotiate the inequality between them.

      Table of Contents
      Contents Acknowledgments Introduction: Luxury Service and the New Economy 1. "Better Than Your Mother": The Luxury Product 2. Managing Autonomy 3. Games, Control, and Skill 4. Recasting Hierarchy 5. Reciprocity, Relationship, and Revenge 6. Producing Entitlement Conclusion: Class, Culture, and the Service Theater Appendix A: Methods Appendix B: Hotel Organization Appendix C: Jobs, Wages, and Nonmanagerial Workers in Each Hotel: 2000--2001 Notes References Index

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