You Are How You Wait: Queue Psychology

People spend a lot of time standing in queues. This phenomenon began in Britain and passed on to other parts of the world. Since then, scientists have been studying it and trying to manage this problem.

Europe’s most common kinds of lines are called multi-server system queues, where each serving counter has a separate waiting line. In contrast, public institutions in US have switched to ‘snake’ line, where all counters are served by one line. The multi-server system's customer that picks a fast line can be served a lot faster than customer that has been waiting even longer in a slower line.

People think that they are standing in queues more than the fact. Therefore some businesses have found out that customers’ contentment can be improved by taking up their time while waiting. Some offices put large mirrors next to elevators so that people will be looking at themselves while waiting and will not think how long they have to wait. Moreover, the airlines started parking airplanes at other end of terminal, so that people do not have to wait until baggage is brough.

All in all, it is important not to shorten the period of time but make it pleasant. So scientists work on it every day.