Waiting

: This is why businesses provide entertainment or tasks (like menus in a lobby) to distract customers.

The experience of waiting is less about the actual time spent and more about how that time is perceived. David Maister’s seminal work, , identifies several key principles that influence our frustration levels: Waiting

While "waiting" is often viewed as a passive or frustrating interval, academic and psychological research suggests it is a complex behavioral state governed by specific principles of perception and coping. : This is why businesses provide entertainment or

: Not knowing how long a wait will last creates significantly more anxiety than a fixed, communicated duration. Waiting