ABSTRACT
This study explores how perceived crowding stimulates tourists’ emotional reactions and affects their experience quality as well as satisfaction. Based on Stimulus-Organism-Response theory, it examined and verified relationship between perceived crowding and tourist satisfaction with mixed-methods approach. The qualitative study was conducted to establish research model, and multigroup analysis was conducted with data collected from hot springs and coastal destinations. The results indicated that human crowding is no longer a positive signal in both sites. Experience quality mediates relationship between emotional reactions aroused by perceived crowding and tourist satisfaction. The findings deepen understanding of crowding and provide effective management strategies.
Acknowledgments
This study is supported by Shandong Provincial Natural Science Foundation (project ZR2023MG010) and Shandong University Multidisciplinary Research and Innovation Team of Young Scholars (grant number 2020QNQT019).
Disclosure statement
No potential conflict of interest was reported by the author(s).