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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.
机场当局决定加长乘客下飞机后的步行距离，这样，走到行李提取处需要六分钟，而不再是快速行走一分钟就能到达。等他们最终来到行李提取处，只需要等待两分钟。那些只带着手提行李的乘客为此却多耽误了五分钟，可是旅客们的抱怨几乎下降为零。 原因是什么？拉森指出，这一切都与他称之为“社会公正”的现象有关。人们看到别人抄近路，就会觉得自己的等待难以忍受。因此，对于机场来说，让每个人都耽误一下的做法是可取的。 拉森研究的另一个侧面是，他观察到：如果不告知人们发生了什么，他们就会变得更加不满。