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

About the Author

Rachel Sherman is Assistant Professor in the Department of Sociology at Yale University.