Navigating digital well-being in service encounters: a trait-based analysis of FOMO, JOMO and moderating mechanisms

Purpose This study aims to investigate how individual personality traits – extraversion, intellect and emotional stability – influence emotional outcomes in digital service experiences, namely, fear of missing out (FOMO) and joy of missing out (JOMO). It also explores how social comparison and mindfulness moderate these relationships, providing a nuanced view of emotional utility in service ecosystems. Design/methodology/approach Grounded in Social Comparison Theory, Big Five Personality Traits and Self-Regulation Theory, the study uses a quantitative survey design. Data were collected from 461 digitally active respondents and analyzed using ADANCO 2.3 to test a trait-based structural model. Measurement validity, moderation effects and gender-based contingencies were assessed. Findings Extraversion and intellect significantly increase FOMO, while emotional stability predicts JOMO. Mindfulness positively moderates the emotional stability – JOMO link, and social comparison intensifies the intellect – FOMO relationship, but surprisingly weakens the extraversion–FOMO pathway. Gender did not significantly moderate any associations, affirming trait-based over demographic segmentation in emotional service outcomes. Practical implications Service providers in tourism, wellness, digital commerce and social platforms can use personality-sensitive design strategies to balance emotional activation and digital well-being. Mindfulness-based features and algorithmic controls over social exposure are recommended to mitigate FOMO and support JOMO-oriented customer experiences. Originality/value This study extends the emotional domain of service quality by conceptualizing FOMO and JOMO as dispositional and regulative constructs shaped by personality and cognitive traits. It offers an empirically validated framework for integrating emotional design in service innovation and personalization.