The rapid expansion of the cruise industryrnhas increased the importance of crowd management. Maintaining order in an emergency is an obvious skill to be targeted during training but it is also required on cruise liners under less dramatic circumstances. Passengers are becoming more assertive and media-savvy, and their expectations about the qual-rnity of their onboard experience are increasing. More than ever, staff on cruise vessels need to send the right signals to customers.
展开▼
