Section 4 recording
The Psychology of Queuing
You will hear a lecturer giving a talk on the psychology of waiting lines.
One speaker · British English · 3:19
In the real test you hear each recording once. Read the questions first, then play it through without pausing.
Go to the questions ↓Questions 1–6
Complete the table below. Write ONE WORD AND/OR A NUMBER for each answer.
Word limit: ONE WORD AND/OR A NUMBER
Queue Management Strategies and Psychological Factors
| Queue Strategy | Psychological Principle | Key Research / Practical Finding |
|---|---|---|
| Serpentine line (single queue) | Enhances 1 | Prevents conflicts related to checkout 2 |
| Lobby modifications | Meaningful distraction | Adding 3 by elevator lobbies significantly lowered complaints |
| Countdown display boards | Reduces customer 4 | Intentionally overestimating wait times by 5 makes visitors feel pleased |
| Peak-end rule applications | Positive conclusion | Offering a free 6 at reception erased bad impressions of waiting |
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