Researcher Explores Why the Queue Next to You Always Seems to Move Faster and the Frustrations of Waiting

Queuing is a common annoyance for many people. It often feels as if the queue next to you is moving at a faster pace, although this is usually not the case.

The primary cause of frustration stems from our natural desire for efficiency and quick solutions, especially when we are in a queue or waiting for something.

Annabelle Roberts, an Associate Professor of Marketing at Texas McCombs School of Business, conducted two studies to delve into the psychology behind queuing. These studies included both laboratory and online experiments.

Roberts identified impatience as a root cause of aggravation while waiting in queues.

This feeling of impatience is also prevalent when awaiting crucial information, such as hospital results. It is a reflection of our inherent desire for immediate solutions to problems or situations at hand.

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For instance, both Joe Biden and Donald Trump supporters displayed heightened impatience on Election Day.

In the research, participants were asked in both online and laboratory environments, to choose whether they would prefer to work more initially and get paid for it.

Interestingly, participants were willing to increase their workload by 15 percent for the same compensation, provided they could complete it earlier and put it behind them.

They were even willing to work an extra unpaid hour to finish their tasks immediately, instead of leaving the work for post-vacation at the same salary.

The research also showed that the anxiety associated with waiting in a queue increases as the wait time nears its end.

In the study, respondents rated their level of impatience while waiting for things like a COVID-19 vaccine or a bus in downtown Chicago.

The findings indicated that as respondents approached their goal, their anxiety levels increased.

This phenomenon was also evident during the 2020 US presidential election, where both Biden and Trump supporters’ impatience escalated on election day. This impatience further intensified during the prolonged vote counting period, according to the Phys.Org website.

Roberts noted, “Even those who anticipated their candidate’s defeat desired a quick resolution to alleviate their waiting anxiety.”

Interestingly, we often induce this kind of anxiety in ourselves, despite disliking it. This is closely related to the idea of procrastination, a buzzword in recent discussions about daily life stress.

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Roberts points out that consumers don’t always appreciate the stress associated with deferred payments.

In terms of practical applications, Roberts discussed how marketers and employers can utilize these findings to reduce waiting-related anxiety.

For example, ‘buy now, pay later’ marketing strategies may not be effective as they can instigate stress related to future payments.

Roberts suggests that if there are uncertainties about package delivery times, it’s preferable to inform customers about potential delays to help manage their expectations.

These insights could be valuable for managers looking to motivate their teams.

The findings from these studies have been published in the Journal of Personality and Social Psychology and Social Psychological and Personality Science.

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