Crowded waiting areas are volatile environments, where seemingly ordinary people often get frustrated and mistreat frontline staff. Given that crowding is an exogenous factor in many industries (e.g., retail, healthcare), we suggest an intervention that can "massage" outsiders' perceptions of crowding and reduce the mistreatment of frontline staff. We theorize that providing information for outsiders to read while they wait on a personal medium (e.g., a leaflet, a smartphone) reduces their crowding perceptions and mistreatment of frontline staff, compared to providing the same information on a public medium (e.g., poster, wall sign). We report two studies that confirm our theory: A field experiment in Emergency Departments (n = 939) and an online experiment simulating a coffee shop (n = 246). Theoretical and managerial implications are discussed. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

中文翻译：

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当媒体按摩观念时：个人（与公众）信息展示减少了拥挤的观念和外来者对一线员工的虐待。

拥挤的等候区是一个多变的环境，看似普通的人经常会感到沮丧和虐待一线工作人员。鉴于拥挤是许多行业（例如零售、医疗保健）的外生因素，我们建议采取一种干预措施，可以“按摩”外界对拥挤的看法并减少对一线员工的虐待。我们推测，与在公共媒体（例如海报、墙上的标志）。我们报告了两项证实我们理论的研究：急诊科的现场实验 (n = 939) 和模拟咖啡店的在线实验 (n = 246)。讨论了理论和管理影响。（PsycInfo 数据库记录 (c) 2022 APA，保留所有权利）。