Psychology of ‘Waiting’ means what is the experience of the people who wait in a queue before a certain service or a product is availed to them. The concept is different from ‘Queue management’ in the sense that unlike attempting to mathematical calculate the waiting time and coming up with solutions as to how to deal with it efficiently, this Psychology focuses upon what people go through while waiting in the queue and subsequently suggesting with the remedies of how to deal with the service encounters of the customers with the staff. The aspects of satisfaction, perception and expectations are taken into consideration in this regard. There could be a feeling of the people waiting in the queue that the other lines are moving faster. People need fillers to keep themselves engaged during the waiting. Most often, the unoccupied is far higher than the occupied time which may result into boredom for the people waiting in line. Also, the issue revolves around the certainty of wait which is usually shorter than the uncertain time of waiting which may result into frustration. Moreover valuable services require a longer wait time owing to its demand. Further, when people wait alone, the wait seems to be much longer than the ones who wait in a group.
For examples, the psychology of ‘waiting’ for the people who are commuting in the elevators, or standing in a queue to catch a bus, waiting line in the medical centers, restaurants, ticket booking counters, etc. experience varied kinds of waiting psychology. At times, people also compromise upon premium amount which is paid in lieu of managing with the waiting line. For example, paying convenience charges to book an e-ticket on internet.
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