Class acts : service and inequality in luxury hotels /

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Going behind the scenes in two urban luxury hotels, this study gives a picture of the workers who care for and cater to wealthy guests by providing seemingly unlimited personal attention. Drawing on interviews and ethnographic research in a range of hotel jobs, it analyses what exactly luxury servic...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Sherman, Rachel, 1970-
Format: Electronic eBook
Language:Inglés
Published: Berkeley : University of California Press, ©2007.
Subjects:
Hospitality industry > Customer services > United States.
Hotel management > United States.
Luxuries > Social aspects > United States.
Social classes > United States.
Accueil (Tourisme) > Service à la clientèle > États-Unis.
Hôtels > Gestion > États-Unis.
Produits de luxe > Aspect social > États-Unis.
Classes sociales > États-Unis.
BUSINESS & ECONOMICS > Small Business.
POLITICAL SCIENCE > Labor & Industrial Relations.
Hospitality industry > Customer services
Hotel management
Luxuries > Social aspects
Social classes
Luxushotel
Dienstleistung
Klassenbewusstsein
Soziale Ungleichheit
Kultursoziologie
United States
USA
Online Access:Texto completo
Table of Contents:
  • 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.

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