Abstract
This chapter discusses volunteer service experiences. In service work, volunteers contribute to the co-production of a service and thus may co-create value through it. They play the role of service providers to beneficiaries, while they are also consumers of service experiences, actively seeking their own well-being in the service process. This duality is associated with motivation and engagement in service work and can lead to value co-creation and unintended value co-destruction. This chapter broadens our understanding of service experiences by describing this phenomenon based on a case study of senior volunteers.
| Original language | English |
|---|---|
| Title of host publication | Handbook of Service Experience |
| Editors | Per Kristensson, Lars Witell, Mohamed Zaki |
| Chapter | 27 |
| Pages | 379-395 |
| Number of pages | 22 |
| ISBN (Electronic) | 9781035300198 |
| DOIs | |
| Publication status | Published - 18 Feb 2025 |
Keywords
- service experience
- volunteer
- tourism
- senior citizens
