The Economics of Queues and Waiting
The Psychology of Waiting
Waiting feels longer when it is uncertain, unoccupied or unfair, so firms manage perceptions as well as actual time.
A minute can feel like five.
Uncertainty
Not knowing how long you’ll wait is worse than a known delay.
Occupied time
Mirrors near lifts and screens in waiting rooms make time seem shorter.
Fairness
Seeing others jump the queue infuriates people.
Progress
Showing a queue’s progress or estimated wait time eases stress.
A lift mirror
Building managers installed mirrors after complaints about slow lifts, and complaints dropped.
Focusing only on average waiting time
Perceptions matter as well.
Key takeaways
- Uncertainty makes waits worse.
- Distraction helps.
- Fairness matters.
- Progress information calms.
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