Is the customer always right? Class, service and the production of distinction in Chinese department stores

摘要

This article argues that service interactions can serve as key sites for the recognition and performance of class distinctions in urban China. The author develops the concept of distinction work to describe service work in which a key part of the service interaction becomes the recognition of a customer’s class position. A contrast between working-class and luxury service environments in urban China demonstrates that distinction work becomes especially important when retailers compete over customers who themselves seek social distinction from their shopping experiences. This study links the study of service work and class while providing a better understanding of the evolving culture of inequality and emerging structure of entitlement in reform era China.