Queueing theory: What people hate most about waiting in line. - Slate Magazine

Queueing theory: What people hate most about waiting in line. - Slate Magazine: To solve this problem, some genius (Wendy’s, American Airlines, and Citibank are among the companies that claim to be originators) invented the serpentine line. The serpentine line funnels all customers into one big snaking queue, demarcated by ropes or barriers. When you reach the head of the queue, you are directed to the next available server, or teller, or customs official. The serpentine line isn’t always faster than a simple scrum before an array of cash registers. But it offers important solace: You absolutely never have to see someone arrive after you and get served before you.