New Research Finds Line Judgment Based on Future, Not Wait Time

Study shows customers evaluate queue burden by considering line length and speed, not just remaining wait time.

Published on Feb. 6, 2026

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New research published in the INFORMS journal Manufacturing & Service Operations Management examines how individuals in a queue evaluate the burden of completing it by considering the number of people in line and how fast or slow the line is moving, rather than by estimating the remaining wait time or relying on subjective queue experiences. The study, conducted across 1,163 unique subjects, found that in cases where customers have full information on queue parameters, compensation can be determined based on what is ahead instead of the wait that has already been endured.

Why it matters

This research challenges conventional wisdom about queue management, which has largely been based on remaining wait time. By showing that queue length and speed are more important factors, it provides a new framework for designing more effective queuing systems that better account for customer behavior and preferences.

The details

The research, titled "Experienced and Prospective Wait in Queues: A Behavioral Investigation," was authored by Jing Luo of the University of Science and Technology in Beijing, León Valdés of the University of Pittsburgh, and Sera Linardi of the University of Pittsburgh. The study found that individuals in a queue will evaluate the burden of completing it by considering the number of people in line and how fast or slow the line is moving, rather than by estimating the remaining wait time or relying on subjective queue experiences. This is surprising, the researchers say, because people often identify with the unpleasantness of waiting that escalates over time, or the determination to complete a line because of the time they have already invested in waiting.

  • The research was published on February 5, 2026.

The players

Jing Luo

Researcher at the University of Science and Technology in Beijing and co-author of the study.

León Valdés

Researcher at the University of Pittsburgh and co-author of the study.

Sera Linardi

Experimental economist at the University of Pittsburgh and co-author of the study.

INFORMS

The world's largest association for professionals and students in operations research, AI, analytics, data science, and related disciplines, serving as a global authority in advancing cutting-edge practices and fostering an interdisciplinary community of innovation.

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What they’re saying

“Individuals in a queue will evaluate the burden of completing it by considering the number of people in line and how fast or slow the line is moving, rather than by estimating the remaining wait time or relying on subjective queue experiences.”

— Jing Luo, Researcher, University of Science and Technology in Beijing (Mirage News)

“This is surprising because we can all identify with the unpleasantness of waiting that escalates in time, or the determination to complete the line because of the time we have sunk into waiting.”

— León Valdés, Researcher, University of Pittsburgh (Mirage News)

What’s next

The researchers plan to further investigate how queue design and management can be optimized based on these new findings about customer behavior and preferences.

The takeaway

This research provides a new framework for understanding and designing more effective queuing systems, challenging the conventional wisdom that has long focused on remaining wait time as the key factor. By showing that queue length and speed are more important, it opens up new opportunities to enhance the customer experience and improve organizational performance.