My MIT Sloan Management Review paper on waiting lines is finally out:
Norman, D. A. (2009). Designing waits that work. MIT Sloan Management Review, 50(4), 23-28.
The URL (above) only gives a short excerpt: you have to subscribe (or pay) to get the entire article. But if you write me, I'll send you a copy. Or you can simply look at the original version that spawned the paper: The Psychology of Waiting Lines. (The original is better in the amount of detail and formal analyses, worse in the rough draft and inelegance of the writing as well as a lack of examples which I added for SMR.)