Bill Hammack has a short but very illustrative video on the basics of queues, using supermarkets and telephone centrals as examples.
The idea of thinking that your line is always the longest is also influenced by how the human mind works. Believing that Murphy's Law is there to make things worse is in part explained by the fact that people remind negative experiences more intensely than positive experiences.
In summary, you will easily remember when that supermarket line was too long; but not when you were "lucky" and stood in a short and quick line.
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