The Psychology of Waiting Lines¶
Maister, D. H. (1985). The Psychology of Waiting Lines. The Service Encounter.
Cited by¶
2 citations across 2 artifacts.
Each citation links to the sentence it supports in the citing article.
Primes¶
- Queueing
- Not only quantitative:
This sourceEstablishes that perceived wait time, fairness, uncertainty, and anxiety shape the customer experience of queueing independently of throughput, the basis for virtual queues and estimated-wait signage.
SupportedVerified against the work's full text
Maister contrasts queueing theory's objective focus with the neglected experience of waiting, then covers anxiety, uncertainty, unexplained waits and fairness.
“they must pay attention not only to the readily-measurable, objective, reality of waiting times, but also how those waits are experienced”
- Not only quantitative:
Mechanisms¶
- Virtual Queue
- There is a genuine perceptual gain too — an occupied, explained wait feels far shorter than an idle, uncertain one, a core finding of the psychology of waiting lines.
This sourceGrounds virtual-queue experience in the waiting-line findings that occupation, explanation, and certainty shorten perceived waiting.
- There is a genuine perceptual gain too — an occupied, explained wait feels far shorter than an idle, uncertain one, a core finding of the psychology of waiting lines.
Verification¶
Does it exist? Not checked yet. This entry carries no identifier to resolve. It was extracted from the citation as written in the article, normalized, and deduplicated against the rest of the registry.
Does it back the claim? Read against the text for 1 of 2 citations: 1 supported. Each verdict is shown under its citation below, with what in the work backs the sentence.
Support is checked per citation rather than per work — the same source can be cited soundly in one article and wrongly in another. Per-citation recording began recently, so a citation with no recorded check is a gap in the record rather than evidence it went unchecked.
See how references were verified.
Links previously used in the corpus¶
Before the registry existed this work was also linked 1 other way.
Registry ID ref:7665845911a9 · see in the full table