טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentKedmi Shahar Efrat
SubjectIrritation in Waiting Lines: Tha Influence of Queue
Design
DepartmentDepartment of Industrial Engineering and Management
Supervisor Professor Anat Rafaeli


Abstract


This study examines irritation as a characteristic of the experience of waiting, identifying two aspects of queue design that effect irritation: (1) An interruption to the queue . (2) The physical structure of the queue. The study compares irritation of people waiting in queues with and without interruptions, and irritation in queues structured as multiple lines, one single line or a numbered arrangement. 157 subjects waited for a lab experiment in an interactive queue presented on a computer screen. While waiting subjects reported their emotions and behavioral intentions. Interruptions were shown to increase irritations of people waiting; Irritation levels were significantly higher in the interruption condition as were indicated intentions for aggressive behavior. Irritation was found to meditate between the existence of an interruption and intentions for aggressive reactions. Perceived justice was also found to mediate between the occurrence of an interruption and the level of irritation, and a negative correlation was found between irritation and perceived justice.

The effect of the irritation was especially acute when the interruption was close to (rather than far from) the subject, and when the subject was waiting in a Single or a Numbered Queue (rather than a Multiple Queue). This finding is explained using the idea of queues as implicit contracts. When a queue structure does not guarantee justice (as in the case of a multiple queue structure), an interruption is less irritating than when a queue structure appears to ensure a fair process (as in the case of a single or a numbered queue structure).