Description
Book SynopsisGoes 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 ContentsContents 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
