Why Waiting in Line is Tortuous
In case you missed it, the NYT had a great article on the relationship between lines and complaints.
- Substituting occupied time with waiting time will increase satisfaction.
- Reducing uncertainty over the length of the wait will increase satisfaction.
- Reducing the perception of the length of the line, regardless of actual time spent in line, will increase satisfaction.
It’s a great article, and worth the read.
I’m Christopher Berry.
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I blog at christopherberry.ca