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? 5. 沒(méi)有說(shuō)明理由的等待比說(shuō)明了理由的等待時(shí)間更長(zhǎng)( Unexplained waits are longer than explained waits); ? 6. 不公平的等待比平等的等待時(shí)間要長(zhǎng)( Unfair waits are longer than equitable waits); ? 7. 服務(wù)的價(jià)值越高,人們?cè)敢獾却臅r(shí)間就越長(zhǎng)( The more valuable the service, the longer people w