Why Waiting in Line Is Torture
Would you believe there is a whole academic field dedicated to the study of waiting in lines?
An interesting take-away but one which should not be surprising, is Disney studies this intensely and according to the article, Disney is "the universally acknowledged master of applied queuing psychology."
All else being equal, people who wait less than they anticipated leave happier than those who wait longer than expected. This is why Disney, the universally acknowledged master of applied queuing psychology, overestimates wait times for rides, so that its guests — never customers, always guests — are pleasantly surprised when they ascend Space Mountain ahead of schedule.
[snip]
Professors Carmon and Kahneman have also found that we are more concerned with how long a line is than how fast it’s moving. Given a choice between a slow-moving short line and a fast-moving long one, we will often opt for the former, even if the waits are identical. (This is why Disney hides the lengths of its lines by wrapping them around buildings and using serpentine queues.)
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