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  • Distinction work and its consequences for women working as room attendants within five star hotels on the Gold Coast, Australia

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    Author(s)
    Kensbock, Sandie
    Jennings, Gayle
    Bailey, Janis
    Patiar, Anoop
    Griffith University Author(s)
    Patiar, Anoop K.
    Kensbock, Sandie L.
    Bailey, Janis M.
    Jennings, Gayle R.
    Year published
    2014
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    Abstract
    This article highlights women room attendants' experiences of the consequences of distinction work in five five-star hotels located in the Gold Coast region of South East Queensland, Australia. Those consequences are demonstrations of deference, reification of lower social class standing and social ostracism. 'Distinction work' requires attendants to recognize the guest's superior class position as a key part of service interactions. An ontologically intertwined research stance was used with socialist feminism and critical theory epistemologies and a qualitative constructionist grounded theory methodology. Interviews were ...
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    This article highlights women room attendants' experiences of the consequences of distinction work in five five-star hotels located in the Gold Coast region of South East Queensland, Australia. Those consequences are demonstrations of deference, reification of lower social class standing and social ostracism. 'Distinction work' requires attendants to recognize the guest's superior class position as a key part of service interactions. An ontologically intertwined research stance was used with socialist feminism and critical theory epistemologies and a qualitative constructionist grounded theory methodology. Interviews were conducted with 46 room attendants working at five five-star hotels. This research contributes to hospitality literature by focusing on the influence of broader socio-economic hierarchies functioning within hotels, an arena not usually encompassed within hospitality studies. We argue that 'distinction work' involves a process wherein the causal aspects of demonstration of deference to guests during interactions, and the conditional aspects of the lower social standing of room attendants within the broader socio-economic arena, result in embedded ostracism. This article presents a new perspective on the low social value currently placed on room attendant employment.
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    Journal Title
    Hospitality & Society
    Volume
    4
    Issue
    1
    DOI
    https://doi.org/10.1386/hosp.4.1.55_1
    Copyright Statement
    © 2014 Intellect Ltd . This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.
    Subject
    Organisational Behaviour
    Publication URI
    http://hdl.handle.net/10072/63043
    Collection
    • Journal articles

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    • Gold Coast
    • Logan
    • Brisbane - Queensland, Australia
    First Peoples of Australia
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