TITLE

The Stressful Queue

AUTHOR(S)
Stewart-David, David
PUB. DATE
May 2002
SOURCE
Logistics & Transport Focus;May2002, Vol. 4 Issue 4, p50
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
There are some of the write in comments that researchers have received in a University of Northumbria study of over 1,000 people queuing in cities in Poland, the United Kingdom and the United States. The study have suggested that there are 10 main reasons why queues are stressful. Stressed caused by uncertainty of outcome has four main causes. First, the person queuing does not know whether the service interaction at the head of the queue will produce the desired outcome. Second, the knowledge that the service interaction may produce a highly undesirable outcome. Third, the service event may not take place because the service point is closed before the person waiting reaches the head of the queue. Fourth, which may relate to the previous three problems, is that the person in the queue does not understand what is going on.
ACCESSION #
11510538

 

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