We've all had to line up for something we want, whether it's icecream (Gelato Messina), concert tickets, hot chips at a sporting game, or even for the toilet. Generally we'll tolerate a queue when it's moving steadily and the situation is well-managed. Sometimes it signals that this is a high-quality item and worth the wait!
We lose patience when the queue is a sign of bad management - tables uncleared when we could be seated, or inadequate equipment - a 2-group coffee machine that should be 3-group, not enough fryers, or a pizza deck that can't handle demand. It surprises me (as a male) why women aren't more rebellious about the number of times they have to queue for the facilities.
This is a very interesting article that goes through the theory and psychology of queuing, designing the shape of queues, and managing customer reactions. If you have a problem with people waiting, don't assume it's a vote of confidence and they'll be patient forever - look at the situation scientifically so you can move those customers towards the cash register as fast as you can!
Whether it is lining up to pay for your groceries, making a bank transaction, or waiting for a table at a trendy restaurant, time costs money. As businesses become aware of the direct and indirect costs of waiting, they are looking at innovative ways to reduce these expenses by “designing out” queues. The challenge for anyone serving the public in a way that involves waiting is that they must manage people’s perceptions as well as optimising the rate at which they are served.