Psychology of Waiting

(1/23/2013) Here I summarize some interesting psychological observations of waiting:

1. Skinner’s Law – “The other lines always move faster.” Everybody knows this feeling on the highway or at the toll booth.
2. Jenkin’s Corollary: However, when you are stuck in traffic and decide to switch to another other lane, the lane you left moves faster. 
3. Occupying customers: While entertained or occupied, the customers feel much less  waiting. For example, Disney theme park's waiting line management (see the picture below) or the mirrors in the elevator. However, the music played by the 800 customer service call center is often tolerated only when the waiting is reasonable.
4. Unoccupied time goes slowly
5. Pre-service waits seem longer that in-service waits: For example, at the pharmacy you are less impatient if the pharmacist keeps you waiting when (s)he is doing your prescription than you are waiting in the line. 
6. The Light at the End of the Tunnel: Reduce anxiety with attention, this is extremely important in undesirable waitings. For example, when there are aircraft mechanical problems airlines should give delayed passengers some information about how long they have to wait (but don't go far...).
7. Under promise, Over deliver (not the other way around): restaurant hosts tell you you will be waiting for 25 minutes, but your waiting is only 15 minutes.  

Before a new ride starts, Disney entertains visitors with videos or arrange employees dancing, playing, or telling you a story to make you feel you are not waiting.