Why Waiting in Line Is Torture - NYTimes.com
Ottway Ducard stashed this in Create
And beating expectations buoys our mood. All else being equal, people who wait less than they anticipated leave happier than those who wait longer than expected. This is why Disney, the universally acknowledged master of applied queuing psychology, overestimates wait times for rides, so that its guests — never customers, always guests — are pleasantly surprised when they ascend Space Mountain ahead of schedule.
Disney theme parks have the best customer service I've ever experienced, anywhere.