THE PSYCHOLOGY OF WAITING LINES

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Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology (2007, unknown): “The literature on waiting time in service delivery classically distinguishes between pre-process, in-process, and post-process waiting times (Carmon, Shantikumar, & Carmon, 1995; Dubé-Rioux, Schmitt, & Leclerc, 1988; Hui & Tse, 1996; Leclerc, Schmitt, & Dubé, 1995; Maister, 1985).”
The Effectiveness of Online Shopping Characteristics and Well-Designed Websites on Satisfaction (2012, background): “This results in customer demoralization (Maister 1985) and other negative affective reactions, such as anger (Bhatnagar et al. 2000; Taylor 1994; Westbrook 1987).”
Bodies of Knowledge for Research in Behavioral Operations (2009, background): “Interestingly, if no improvement is found, individuals prone to GT may actually shift blame to the store or management in general (i.e., to the general external forces that may be impeding the search for improvement) (Maister 1985).”
Behavior in operations management: Assessing recent findings and revisiting old assumptions (2006, unknown): “This relationship has been explored in the behavioral literature by Maister (1985), Levine (1997), Thieery (1994), Zakay and Hornik (1996), and others.”