David MaisterThe Psychology of Waiting Lines, 1985
Perceived waits feel longer when unoccupied, uncertain, unexplained, unfair or solo — manage the psychology of the wait, not just its duration.
Richard LarsonOperations Research, 1987
Fairness and feedback dominate queue satisfaction: people tolerate longer waits that are visibly just and informed.
The EclipseFrontiers® LensCustomers don't time the wait. They feel it. Design the feeling.