Waiting Link

: Not knowing how long a wait will last creates significantly more anxiety than a fixed, communicated duration.

: 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: : Not knowing how long a wait will