EXPRESS: Examining the Influence of Perceived Crowding on Mega-Cruise Experiences

This study examines cruise passengers' perceptions of crowding on mega ships and its impact on their experiences. Based on the stress coping theory, the Mehrabian-Russell model, tourist risk perception model, this study develops, revises, and tests a conceptual model specific to perceived crowding on mega cruise ships. Two studies were conducted: the first explored passengers’ crowding-related incidents and their effects on safety perception, satisfaction, and repurchase intentions, while the second involved a national U.S. survey testing the model. Findings reveal that while perceived crowding influences risk and safety perceptions, it does not always negatively impact passenger experiences. Trust in the cruise line plays a more significant role in safety perception than ship capacity. Notably, crowding can sometimes evoke excitement. Practically, this study highlights the importance of managing the spatial layout of cruise ships effectively. Passenger expectations and trust should also be emphasized to mitigate potential negative experiences.