Restaurants, theme parks, customer service centres, ecommerce sites, and almost all services businesses: each have their own versions of “lines and waiting times”.
In simple terms, they can either (1) make people wait longer, keep utilisation high, and keep costs down, or (2) server people faster, have less efficient utilisation, and have a higher cost per unit of output to pay for the slack in the system.
Too far in one direction of and the business dies from churn. Too far in the other direction and the business dies from not making enough money.
There is no universal waiting time ratio. Each business decides what game they’re playing, and what objective and time period their optimising for.
When I think of the businesses I love, they’re almost always playing the long game at some expense to short term outcomes. And I’m certain that isn’t a coincidence.