Queuing among U2 fans: Reactions to social norm violations

Two experiments examined reactions to line-intrusion scenarios among fans of the rock group U2 waiting in overnight lines to obtain desirable concert floor spots. Commitment to the goal, time investment, and ambiguity of the line-intrusion scenario were examined. Results showed that the queue is a social system influenced by norms of procedural justice (first-come, first-served). Violations of these norms were upsetting, even when the consequences did not directly influence personal outcomes (when line intrusions occurred behind a subject). Greater commitment to the goal led to more severe reactions to norm violations, whether the commitment was proximal (having waited in the line for awhile) or distal (being a committed fan). We discuss research on social norm violations.