Summary

With the development of civilization, waiting in lines became a normal thing and now the main problem for businesses is how to cope with customer's dissatisfaction or how to reduce their time, spent in a queue as much as possible. These points are described in the article ''You are how you wait: queue psychology'', written by Malcom Gladwell.
First of all, a lot of researches have been studying it and they found some ways how to solve this problem. It is worth to mention, that time, spend in a queue, seems to be about 30 percent longer than the real waiting time. Anyway, some businesses have discovered that they can improve customer's satisfaction by concentrating as much on reducing perceived waiting time. For example, by putting large mirrors next to elevator doors, then person is too busy smartening up his appearance to notice, how long he is waiting. Another way, how to reduce waiting time in bags checking lines at airports, is parking airplanes further than usually, because then people have to walk and those, who checked bags, only have to wait an additional minute.
Finally, researches have found, that people are often angry with intruders, but they rarely protest.
All things considered, waiting in queues is like daily routine in our lives and we can not avoid this. Only one we can do, is to accept it and try to find some advantages of it.