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?Larson

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The airport authorities decided to lengthen the walk from the aircraft, so that instead of 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 studies was the observation that people get more fed up if they are not told what is going on.
機(jī)場當(dāng)局決定加長乘客下飛機(jī)后的步行距離，這樣，走到行李提取處需要六分鐘，而不再是快速行走一分鐘就能到達(dá)。等他們最終來到行李提取處，只需要等待兩分鐘。那些只帶著手提行李的乘客為此卻多耽誤了五分鐘，可是旅客們的抱怨幾乎下降為零。 原因是什么？拉森指出，這一切都與他稱之為“社會公正”的現(xiàn)象有關(guān)。人們看到別人抄近路，就會覺得自己的等待難以忍受。因此，對于機(jī)場來說，讓每個人都耽誤一下的做法是可取的。 拉森研究的另一個側(cè)面是，他觀察到：如果不告知人們發(fā)生了什么，他們就會變得更加不滿。