The impact of information-seeking behavior and site-related factors on perceived crowding

Abstract

Overcrowding is a critical issue for popular tourist destinations, affecting satisfaction, resource management, and sustainability. This study examines how tourists’ information-seeking behavior shapes perceived crowding, drawing on a contingency perspective that couples tourists’ information agency, source type, timing, and familiarity with site-related conditions: spatial constraints, environmental volatility, and regional typology. Based on face-to-face survey data from 5557 visitors across six German destinations, we estimate Ordered Logistic regression models to test when information strategies mitigate perceived crowding. Results show that effects are context dependent. In spatially restricted settings, both formal and informal information sources are associated with lower perceived crowding. In natural regions, personal contacts and web-information sources relate to lower perceived crowding, while print media sources show no effect. In the urban destinations, online information use is associated with higher perceived crowding. Real-time information reduces perceived crowding in restricted spaces and under low volatility, whereas multi-day pre-trip planning can increase perceived crowding in open and natural settings. Contrary to common assumptions, first-time visitors report lower perceived crowding than repeat visitors. Theoretical implications include refining Expectation Disconfirmation and Social Exchange perspectives by formalizing informational polycentrism within a spatial framework and identifying perceptual sensitization among repeat visitors. Practically, the findings suggest tailoring IS interventions to spatial layout and volatility, integrating peer tips into formal platforms, simplifying urban web interfaces, prioritizing real-time guidance in restricted spaces, and managing expectations for repeat visitors.