LEADER 04812nam 2201033Ia 450 001 9910784413003321 005 20230207223952.0 010 $a0-520-93960-3 010 $a1-281-75250-9 010 $a9786611752507 010 $a1-4337-0002-6 024 7 $a10.1525/9780520939608 035 $a(CKB)1000000000354353 035 $a(EBL)280130 035 $a(OCoLC)476023135 035 $a(SSID)ssj0000122937 035 $a(PQKBManifestationID)11922726 035 $a(PQKBTitleCode)TC0000122937 035 $a(PQKBWorkID)10129979 035 $a(PQKB)10330758 035 $a(StDuBDS)EDZ0000056065 035 $a(MiAaPQ)EBC280130 035 $a(DE-B1597)520140 035 $a(OCoLC)77835604 035 $a(DE-B1597)9780520939608 035 $a(Au-PeEL)EBL280130 035 $a(CaPaEBR)ebr10153068 035 $a(CaONFJC)MIL175250 035 $a(EXLCZ)991000000000354353 100 $a20060203d2006 uy 0 101 0 $aeng 135 $aurun#---|u||u 181 $ctxt 182 $cc 183 $acr 200 10$aClass acts$b[electronic resource] $eservice and inequality in luxury hotels /$fRachel Sherman 210 $aBerkeley $cUniversity of California Press$dc2006 215 $a1 online resource (380 p.) 300 $aDescription based upon print version of record. 311 0 $a0-520-24781-7 311 0 $a0-520-24782-5 320 $aIncludes bibliographical references and index. 327 $tFront matter --$tContents --$tAcknowledgments --$tIntroduction: Luxury Service And The New Economy --$t1. "Better Than Your Mother": The Luxury Product --$t2. Managing Autonomy --$t3. Games, Control, And Skill --$t4. Recasting Hierarchy --$t5. Reciprocity, Relationship, And Revenge --$t6. Producing Entitlement --$tConclusion: Class, Culture, And The Service Theater --$tAppendix A: Methods --$tAppendix B: Hotel Organization --$tAppendix C: Jobs, Wages, And Nonmanagerial Workers In Each Hotel: 2000-2001 --$tNotes --$tReferences --$tIndex 330 $aIn 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, bell person, 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 workers and guests, and forming meaningful and reciprocal relations with guests. Through their contact with hotel staff, guests learn how to behave in the luxury environment and come to see themselves as deserving of luxury consumption. These practices, Sherman argues, help make class inequality seem normal, something to be taken for granted. Throughout, Class Acts sheds new light on the complex relationship between class and service work, an increasingly relevant topic in light of the growing economic inequality in the United States that underlies luxury consumption. 606 $aHospitality industry$xCustomer services$zUnited States 606 $aHotels$zUnited States$xManagement 606 $aLuxuries$xSocial aspects$zUnited States 606 $aSocial classes$zUnited States 610 $aamerica. 610 $abehind the scenes. 610 $abellperson. 610 $aclass differences. 610 $aconcierge. 610 $aconsumer society. 610 $acultural studies. 610 $ademographic study. 610 $aeconomic inequality. 610 $aethnographers. 610 $aethnographic research. 610 $ahotel jobs. 610 $ahotel managers. 610 $ahotel staff. 610 $ahotel workers. 610 $ahousekeepers. 610 $aluxury consumption. 610 $aluxury hotels. 610 $aluxury service. 610 $anonfiction study. 610 $anonfiction. 610 $aservice industry. 610 $asocial inequality. 610 $asocial relationships. 610 $aunited states. 610 $aurban hotels. 610 $awealthy guests. 610 $aworkplace. 615 0$aHospitality industry$xCustomer services 615 0$aHotels$xManagement. 615 0$aLuxuries$xSocial aspects 615 0$aSocial classes 676 $a647.94068 700 $aSherman$b Rachel$f1970-$01522411 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910784413003321 996 $aClass acts$93762084 997 $aUNINA