The Effects of Queue Structure on Attitudes

Abstract

Waiting is examined here as a psychological experience, through propositions regarding the relationship between the design of a queue and the emotions and attitudes of people waiting. Propositions are tested using a paradigm that both controls features of queue structure and allows collection of real-time data from people waiting. Data collected from 134 participants confirm that people closer to a service agent are more pleased than those further away. But people waiting in a single-queue structure are shown to feel more predictability and arousal than those waiting in a multiple-queue structure. Waiting in a multiple-queue structure is, however, shown to produce a sense of lack of justice, even when no objective inequalities exist. The study suggests a useful paradigm for evaluating alternative queue structures in a laboratory setting and provides insights about psychological aspects of waiting. Both the method and the results suggest an extensive agenda for future research.