Details
| Original language | English |
|---|---|
| Pages (from-to) | 494-511 |
| Number of pages | 18 |
| Journal | Equality, Diversity and Inclusion |
| Volume | 42 |
| Issue number | 4 |
| Early online date | 3 Jun 2022 |
| Publication status | Published - 4 May 2023 |
Abstract
Purpose: With a focus on service encounters in the luxury segment of hospitality and tourism, the authors analyse how inherent social class distinctions and status differences are (re-)produced and which role gender plays in this process of “doing class”. Design/methodology/approach: The authors combine concepts of class work and inequality regimes with a focus on intersections of class and gender. The empirical study is based on interviews in Germany with first-class flight attendants, five-star hotel employees, and luxury customers on how they perceive and legitimize luxury services, working conditions and status differences. Findings: The authors identify perceptions and practices of status enhancement and status dissonance among luxury service workers, as well as gender practices and meanings such as specific feminized roles service workers take on. The authors also conceptualize these intersecting patterns of inequality reproduction as “gendered class work”. Originality/value: The study broadens empirical accounts of labour relations in the service industries. The concept of organizational class work is extended towards worker–customer interactions. With the concept of gendered class work, the authors contribute to research on the intersectionality of class and gender and the reproduction of inequalities.
Keywords
- Class, Gender, Interactive service work, Luxury services, Status
ASJC Scopus subject areas
- Social Sciences(all)
- Gender Studies
- Social Sciences(all)
- Cultural Studies
- Business, Management and Accounting(all)
- Organizational Behavior and Human Resource Management
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In: Equality, Diversity and Inclusion, Vol. 42, No. 4, 04.05.2023, p. 494-511.
Research output: Contribution to journal › Article › Research › peer review
}
TY - JOUR
T1 - “You can call me Susan!” Doing gendered class work in luxury service encounters
AU - Bernauer, Vanessa Sandra
AU - Sieben, Barbara
AU - Haunschild, Axel
N1 - Funding Information: The authors would like to sincerely thank the anonymous study participants for sharing their experiences and stories and enriching this article! The authors are grateful to all the colleagues who provided inspiring comments at various stages of the article’s journey, as well as the editors and two anonymous reviewers for their helpful feedback.
PY - 2023/5/4
Y1 - 2023/5/4
N2 - Purpose: With a focus on service encounters in the luxury segment of hospitality and tourism, the authors analyse how inherent social class distinctions and status differences are (re-)produced and which role gender plays in this process of “doing class”. Design/methodology/approach: The authors combine concepts of class work and inequality regimes with a focus on intersections of class and gender. The empirical study is based on interviews in Germany with first-class flight attendants, five-star hotel employees, and luxury customers on how they perceive and legitimize luxury services, working conditions and status differences. Findings: The authors identify perceptions and practices of status enhancement and status dissonance among luxury service workers, as well as gender practices and meanings such as specific feminized roles service workers take on. The authors also conceptualize these intersecting patterns of inequality reproduction as “gendered class work”. Originality/value: The study broadens empirical accounts of labour relations in the service industries. The concept of organizational class work is extended towards worker–customer interactions. With the concept of gendered class work, the authors contribute to research on the intersectionality of class and gender and the reproduction of inequalities.
AB - Purpose: With a focus on service encounters in the luxury segment of hospitality and tourism, the authors analyse how inherent social class distinctions and status differences are (re-)produced and which role gender plays in this process of “doing class”. Design/methodology/approach: The authors combine concepts of class work and inequality regimes with a focus on intersections of class and gender. The empirical study is based on interviews in Germany with first-class flight attendants, five-star hotel employees, and luxury customers on how they perceive and legitimize luxury services, working conditions and status differences. Findings: The authors identify perceptions and practices of status enhancement and status dissonance among luxury service workers, as well as gender practices and meanings such as specific feminized roles service workers take on. The authors also conceptualize these intersecting patterns of inequality reproduction as “gendered class work”. Originality/value: The study broadens empirical accounts of labour relations in the service industries. The concept of organizational class work is extended towards worker–customer interactions. With the concept of gendered class work, the authors contribute to research on the intersectionality of class and gender and the reproduction of inequalities.
KW - Class
KW - Gender
KW - Interactive service work
KW - Luxury services
KW - Status
UR - http://www.scopus.com/inward/record.url?scp=85131442576&partnerID=8YFLogxK
U2 - 10.1108/EDI-10-2021-0272
DO - 10.1108/EDI-10-2021-0272
M3 - Article
AN - SCOPUS:85131442576
VL - 42
SP - 494
EP - 511
JO - Equality, Diversity and Inclusion
JF - Equality, Diversity and Inclusion
SN - 2040-7149
IS - 4
ER -