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 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.
By:
Rachel Sherman
Imprint: University of California Press
Country of Publication: United States
Dimensions:
Height: 229mm,
Width: 152mm,
Spine: 23mm
Weight: 544g
ISBN: 9780520247826
ISBN 10: 0520247825
Pages: 373
Publication Date: 17 January 2007
Audience:
Professional and scholarly
,
Undergraduate
Format: Paperback
Publisher's Status: Active
"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"
Rachel Sherman is Assistant Professor in the Department of Sociology at Yale University.
