{"product_id":"the-guest-experience-matt-jones-pgdip-9798197201799","title":"The Guest Experience: Psychology, Sociology and Anthropology for Hospitality Professionals: Introducing Hospitalicology as The Hospitality Blueprint","description":"\u003cb\u003eThe Guest Experience: Psychology, Sociology and Anthropology for Hospitality Professionals\u003c\/b\u003e\u003ci\u003e\u003cb\u003eIntroducing Hospitalicology - The Hospitality Blueprint\u003c\/b\u003e\u003c\/i\u003e\u003cp\u003eWhy does one hotel feel like staying somewhere, while another at the same price and star rating feels like occupying a space? Why do guests leave technically perfect stays feeling quietly disappointed? Why do some teams sustain genuine warmth under pressure while others perform it until they can't?\u003c\/p\u003e\u003cp\u003eOperational language cannot answer those questions. \u003cb\u003e\u003ci\u003eThe Guest Experience\u003c\/i\u003e\u003c\/b\u003e can.\u003c\/p\u003e\u003cp\u003eThis groundbreaking work introduces \u003cb\u003eHospitalicology\u003c\/b\u003e - the first integrated framework for understanding the full human experience of hospitality. Drawing simultaneously on psychology, sociology, and anthropology, it gives hospitality professionals the analytical language to explain what great service actually is, what it costs, and what it genuinely requires.\u003c\/p\u003e\u003cb\u003eWhat you will discover: \u003c\/b\u003e\u003cul\u003e\n\u003cli\u003e\n\u003cb\u003eThe digital handshake\u003c\/b\u003e - why booking is an anxiety-management process, and why aspirational photography structurally creates guest disappointment\u003c\/li\u003e\n\u003cli\u003e\n\u003cb\u003eArrival and departure\u003c\/b\u003e - the anthropological structure of threshold experiences, and why the last few minutes of a stay matter more than most operators realise\u003c\/li\u003e\n\u003cli\u003e\n\u003cb\u003eThe hotel as social stage\u003c\/b\u003e - how identity, status, and belonging shape the guest experience before a single word is spoken\u003c\/li\u003e\n\u003cli\u003e\n\u003cb\u003eEnvironmental psychology\u003c\/b\u003e - why guests always choose corner seats, and how spatial design either supports or silently undermines the experience you are trying to deliver\u003c\/li\u003e\n\u003cli\u003e\n\u003cb\u003eEmotional labour and staff wellbeing\u003c\/b\u003e - the human cost of what we ask our people to do, and the organisational conditions that make genuine care either possible or impossible\u003c\/li\u003e\n\u003cli\u003e\n\u003cb\u003eMotivation, craft, and culture\u003c\/b\u003e - why informal team culture is a more powerful training environment than any induction programme, and what it is actually transmitting\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eBuilt on a foundation of over 180 rigorously verified academic sources spanning Kahneman, Bourdieu, Goffman, Hochschild, Edmondson, and many more; this is not a book of operational tips. It is a complete rethinking of what hospitality is and how it works at a human level.\u003c\/p\u003e\u003cb\u003eEssential reading for: \u003c\/b\u003e\u003cul\u003e\n\u003cli\u003eHotel owners and general managers seeking a diagnostic framework that gives precision to professional instinct\u003c\/li\u003e\n\u003cli\u003eHospitality educators looking for a rigorous text that bridges academic theory and operational reality\u003c\/li\u003e\n\u003cli\u003eTrainers and learning professionals who want to understand what training is actually transmitting, and what it isn't\u003c\/li\u003e\n\u003cli\u003eAnyone who has worked in hospitality and sensed the industry was operating without an adequate account of what it was really doing\u003c\/li\u003e\n\u003c\/ul\u003e\u003ci\u003eThe Guest Experience\u003c\/i\u003e is the most important work written for the hospitality industry in years. Clear, rigorous, and genuinely revelatory: \u003cb\u003eit will change how you see every guest interaction from the first chapter onwards.\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Matt Jones Pgdip\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9798197201799\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Independently Published\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 05\/16\/2026\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 306\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.57lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 11.00h x 8.50w x 0.64d","brand":"Matt Jones Pgdip","offers":[{"title":"Paperback","offer_id":48743224213759,"sku":"9798197201799","price":39.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_e58ed95d-32cf-4381-a68c-5c17e8820ad3.jpg?v=1782450689","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-guest-experience-matt-jones-pgdip-9798197201799","provider":"WR Book House","version":"1.0","type":"link"}