Service as Performance: How Do Class Differences Affect Hospitality Interactions?


“When we think about a service context in a high-end hospitality industry such as a spa, a luxury hotel or a cruise, the image that comes to our mind is a serene, peaceful setting with numerous friendly, empathetic service providers working hard to take care of the customers,” write authors Tuba Üstüner (Colorado State University) and Craig J. Thompson (University of Wisconsin-Madison).