David H. Maister is an important name to recognize when exploring the psychology of waiting in lines, and how it affects customer experience. Maister is the author to the well know piece of literature titled, "The Psychology of Waiting Lines", in which he gives a deeper dive into all of the psychological factors that are effect when a customer or a guest is forced to wait in line. 

Maister introduced the idea of the "science" behind wait lines where S = P- E: or in other words Satisfaction = Perception - Expectation. This means, if you expect a certain level of service, and perceive the service reviewed to be higher, you are a satisfied client. On the contrary, if you perceive the same level as before, but expected higher, you are disappointed and, consequently, a dissatisfied client. What companies must figure out, is how to balance this equation when delivering their services.

So why is it important that a company, such as Disney, knows how to positively influence the psycological factors that effect their guests? This is because most of the Disney World experience involves waiting in line for rides, attractions, and meet and greets. Disney knows that if they want to ask their guest to wait in line for an expensive price, then they must deliver a high quality experience to compensate for the mental boredom that they may face.