“You can call me Susan!” Doing gendered class work in luxury service encounters

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.