One point in the article, that "uncertainty magnifies the stress of waiting, while feedback in the form of expected wait times and explanations for delays impro

One point in the article, that "uncertainty magnifies the stress of waiting, while feedback in the form of expected wait times and explanations for delays improves the tenor of the experience", is definitely true for anyone waiting for mass transit. For example, NYC has recently been installing train arrival signs on some of their subway lines (and also some bus routes). I can say from first hand experience that waiting is much more tolerable when I know roughly when the next train will arrive.