A near empty cruiseliner not only loses money,but will also fail to provide its passengers with an important service element (Bitner,1992)of travel experience,namely, the social ambience that is created in the presence of fellow passengers.Indeed,a tourism offer that fails to provide social ambience will be considered less satisfactory by the tourist.Social ambience which negatively influences customers may very well influence service employees interaction with the customers.Additionally,for those people in the organisation,especially those who have direct contact with the customer.The effective management of capacity thus has a considerable impact on the quality of service perceived by the customer(Armistead and Clark,1994).