- For the first part of the question, yes the original paper by Sasser et al. (1979) attributes it to a well known hotel group without the mention of the name with reference to several papers such as this, this and this.
The natural tendency of people to check their personal appearance substantially reduced complaints, although the actual wait for the elevators was unchanged.
- Installing mirrors did not reduce or increase the actual waiting time for elevators but the complaints of the customers were reduced since they were using that idle time to check their personal appearance.
For the second part of the question, practical methods used in controlling waiting time for customers in restaurants is by keeping them busy through the use of mirrors, music and providing menu information.