Think you know how long you'll wait? Research says think again.
From coffee shops to customer service call centers, most people believe they have a good sense of how long a service will take. But new research from the University of Florida Warrington College of Business shows that customers often underestimate how much service times can vary, a behavioral bias with important implications for service systems and customers alike.
We haven't written up this one. Phys.org has the full story — the link below goes straight to it.
