: Seeing someone arrive after you but get served first triggers a strong negative psychological response. Waiting as a Coping Strategy Waiting for healthcare: a concept analysis - PubMed
: This is why businesses provide entertainment or tasks (like menus in a lobby) to distract customers. Waiting
The experience of waiting is less about the actual time spent and more about how that time is perceived. David Maister’s seminal work, , identifies several key principles that influence our frustration levels: : Seeing someone arrive after you but get