Chapters in this book

1. Frontmatter i
2. Contents vii
3. Acknowledgments ix
4. Introduction: Luxury Service And The New Economy 1
5. 1. “Better Than Your Mother”: The Luxury Product 24
6. 2. Managing Autonomy 63
7. 3. Games, Control, And Skill 110
8. 4. Recasting Hierarchy 154
9. 5. Reciprocity, Relationship, And Revenge 184
10. 6. Producing Entitlement 223
11. Conclusion: Class, Culture, And The Service Theater 257
12. Appendix A: Methods 271
13. Appendix B: Hotel Organization 287
14. Appendix C: Jobs, Wages, And Nonmanagerial Workers In Each Hotel: 2000–2001 291
15. Notes 295
16. References 325
17. Index 341