• Corpus ID: 147131960

The Psychology of Waiting Lines

  title={The Psychology of Waiting Lines},
  author={David H. Maister},
The truth of this assertion cannot be denied: there can be few consumers of services in a modern society who have not felt, at one time or another, each of the emotions identified by Federal Express' copywriters. What is more, each of us who can recall such experiences can also attest to the fact that the waiting-line experience in a service facility significantly affects our overall perceptions of the quality of service provided. 
It Depends
When consumers have to wait, the service delivery process is frequently compromised. The literature suggests that reducing waiting time is beneficial, but for service firms faced with scarce
Uncovering the silent language of waiting
Purpose Waiting in services commonly reduces customer satisfaction and has a considerable and enduring negative effect on the overall evaluation of a service. Waiting may even lead consumers
The English Patient: A Model of Patient Perceptions of Triage in an Urgent Care Department in England
This work is presented as a double-blind reviewed journal where articles are published in their original language as soon as they have been accepted.
Dissatisfaction and violation: two distinct consequences of the wait experience
Purpose – The purpose of this paper is to explore the theory that dissatisfaction and violation are distinct affective responses to a service wait. It was thought that dissatisfaction was a
The psychology of the wait time experience – what clinics can do to manage the waiting experience for patients: a longitudinal, qualitative study
BackgroundWait time, defined as time spent in the waiting and exam rooms waiting to see a provider, is a key quality metric in a number of national patient experience surveys. However, the literature
Cognitive dissonance and the stability of service quality perceptions
This paper examines the possible relationship between post‐consumption dissonance and consumers’ time‐elapsed perceptions of service quality. A review of literature suggests that the degree of
The effect of waiting on aggressive tendencies toward emergency department staff: Providing information can help but may also backfire
It is shown that providing information is likely to reduce aggression until such point as the wait duration becomes longer than expected based on the information provided, and competing theories predict that explanatory information should variously reduce and increase aggressive tendencies among people waiting in a queue.


Modern production/ operations management
CLASSIFICATION AND IMPORTANCE OF OPERATIONS MANAGEMENT. Operations Management in Corporate Profitability and Competitiveness. Types and Characteristics of Manufacturing Systems. Types and
Patterning of Time
Management of service operations: Text, cases, and readings
A notable exception is the brief discussion given in Sasser A good summary of the work of psychologists in this area is provided by Doob
  • A notable exception is the brief discussion given in Sasser A good summary of the work of psychologists in this area is provided by Doob
  • 1960
This article is from THE SERVICE ENCOUNTER
  • This article is from THE SERVICE ENCOUNTER