Emotional well-being in peer-to-peer tourism: evidence from thecouchsurfing community

Purpose This study aims to investigate the impact of structural and experiential features on the emotional well-being of peer-to-peer (P2P) tourism communities. Using Couchsurfing as a case, it examines the role of social trust and reciprocity in shaping emotional outcomes for travelers. Design/methodology/approach Grounded in resource exchange theory, the study develops a model linking community features, trust, reciprocity and emotional well-being. Data from 228 Couchsurfing users were analyzed using structural equation modeling and necessary condition analysis. Findings Both structural and experiential features have a positive influence on emotional well-being. Experiential features, such as empathy and emotional support, show a stronger impact. Social trust and reciprocity mediate these effects. Practical implications Platform managers should prioritize governance tools that improve safety and transparency, while also designing features that foster a sense of belonging and emotional connection. Policymakers and NGOs can support inclusive tourism by recognizing P2P platforms as tools for social innovation, intercultural dialogue and promoting overall well-being. Originality/value This study integrates resource exchange theory with P2P tourism research. It identifies how the design of the Couchsurfing community and its social relationships shape emotional well-being, offering a framework for more human-centered tourism platforms.