Does participation in the service process affect tourists’ well-being? The mediating role of service experience

Abstract

This study aims to explore the mediating role of service experience on tourists’ participation in the service process and their well-being. The study contributes to the transformative service research literature by examining the relationship between tourist participation in the services process, service experience, and well-being. The convenience sampling procedure was adopted to collect the data from 335 respondents. Structural Equation Modeling technique was applied to test the hypotheses. The results indicate a positive effect of tourist participation on hedonic as well as eudaimonic well-being. In the service process, the service experience partially mediated the effect of tourists’ participation on hedonic as well as eudaimonic well-being. The study advocates the participatory approach by collaborating with different stakeholders such as tourists. Their skills and knowledge can facilitate in better designing and delivery of tourism services.

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