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  3. How to jump queue fury? If you find yourself waiting in a long queue at an airport or bus terminus this holiday, will you try to

How to jump queue fury? If you find yourself waiting in a long queue at an airport or bus terminus this holiday, will you try to

admin2010-06-30  60
问题      How to jump queue fury? If you find yourself waiting in a long queue at an airport or bus terminus this holiday, will you try to analyze what it is about queuing that makes you angry? Or will you just get angry with the nearest official?
     Professor Richard Larson, an electrical engineer at the Massachusetts Institute of Technology, hates queuing but rather than tear his hair out, he decided to study the subject. His first finding, which backs up earlier work at the US National Science Foundation, was that the degree of annoyance was not directly related to the time. He cites an experiment at Houston airport where passengers had to walk for one minute from the plane to the baggage reclaim and then wait a further seven minutes to collect their luggage. Complaints were frequent, especially from those who had spent seven minutes watching passengers with just hand baggage get out immediately.
     The airport authorities decided to lengthen the walk from the aircraft, so that instead of a one minute fast walk, the passengers spent six minutes walking. When they finally arrived at the baggage reclaim, the delay was then only two minutes. The extra walk extended the delay by five minutes for those carrying only hand baggage, but passenger complaints dropped almost to zero.
     The reason? Larson suggests that it all has to do with what he calls" social justice ". If people see others taking a short cut, they will find the wait unbearable. So in the case of the airport, it was preferable to delay everyone.
     Another aspect Larson studied was the observation that people get more fed up if they are not told what is going on. Passengers told that there will be a half-hour delay are less unhappy than those left waiting even twenty minutes without an explanation.
     But even knowing how long we have to wait isn’ t the whole answer. We must also believe that everything is being done to minimize our delay. Larson cites the example of two neighboring American bands. One was highly computerized and served a customer, on average, every 30 seconds. The other band was less automated and took twice as long. But because the tellers at the second band looking extremely busy, customers believed the service was faster and many transferred their accounts to the slower bank. Ultimately, the latter had to introduce time-wasting ways of appearing more dynamic.
______ is the key to prevent travelers from feeling angry.
选项 A、The walk from the plane to the baggage reclaim
B、The waiting time aspect at the baggage reclaim
C、An illusion of "social justice"
D、The realization of "equal rights"
答案C
解析 文章第三段和第四段指出人们原来在机场是要花费1分钟从飞机上走到行李认领处，在行李认领处排队等候?分钟才能拿到行李出机场，这时候人们往往对排队等候很不满。尤其是他们在那7分钟的排队等候中眼看着那些只有手提行李的乘客马上就能出机场，更是满心抱怨。然而当机场将从飞机到行李认领处的路程延长至 6分钟，排队等候认领行李的时间缩至2分钟时，那些手提行李的人们也要花费6分钟才能出机场，而那些取行李的人也因为只比别人多耽误2分钟而显得平衡得多，不再牢骚满腹了，人们的这种心理被作者称为social justice，即“社会
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