Rachel Ellen Sherman

Producing and Consuming Luxury Service in Hotels

Class Acts

Rachel Sherman

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 service consists of.

Service and Inequality in Luxury Hotels

Ron Bronson

A must-read for service designers, though usually not mentioned in many design conversations.

Class Acts Producing and Consuming Luxury Service in Hotels

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