Publications
Publications
- April 1984 (Revised May 1984)
- HBS Case Collection
The Psychology of Waiting Lines
Abstract
Discusses the experience of waiting and the factors that affect customers' tolerance for waits. Eight (testable) propositions concerning the psychology of queues are presented, together with specific managerial advice.
Keywords
Citation
Maister, David H. "The Psychology of Waiting Lines." Harvard Business School Background Note 684-064, April 1984. (Revised May 1984.)