The psychological cost of waiting

The study of any problem involving waiting situations invariably assumes that people dislike having to wait. The analysis of queueing problems usually prescribes that some costs should be associated with the time people spend waiting to be served. These are usually considered to be of an economic nature, though the existence of other costs of a psychological nature is accepted. It is generally accepted that after having to wait for a certain amount of time, anxiety and stress start to build up in an individual, due both to the sense of waste and the uncertainty involved in a waiting situation. This work provides a theoretical basis for analysing this building up process as it occurs during the waiting period. It is proved that, under very general conditions, the resulting psychological stress accumulated during the process is a marginal increasing function of the waiting time, and some strategies to minimise it are developed. The results obtained give theoretical support to the usual assumptions underlying the development of systems to provide “real time” information to people in waiting situations. This is especially important in the operation of public transportation systems. The results also provide theoretical support to the “convex” treatment usually given to the waiting cost function in queueing problems.