中文摘要：

在上海世博会上，排队问题是最突出的问题之一．本文试图从物理一事理．人理系统方法论的角度去描述它们．从物理层次看，大部分场馆的设计不可能不出现排队，只是队的长短会不一样；从事理层次看，不同排队方式会出现不同的队长和效率；从人理层次看，组织方、场馆和顾客思考问题的角度不同，他们对队长的满意程度有着不同的评价标准，此外，人员过度排队可能造成拥挤与践踏等突发事件．本文从运筹学中排队论、顾客排队心理学、社会物理的行为动力学和顾客排队行为分析以及系统科学中自组织现象等去分析排队现象．

英文摘要：

Shanghai World Expo in 2010 is a successful Expo, but the queuing problem becomes a challenging problem. The problem was described from the view of Wuli-Shili-Renli system ap- proach. From Wuli layer, it is impossible for design in most pavilions to avoid queuing, only the length of queuing will be different. From Shili layer, various modes of queuing discipline will lead to different waiting lines and efficiencies. From Renli layer, the problem how to evaluate the satisfac- tion degree will depend on the different view angles of organizer, pavilion and visitors individually. Finally the excess of queuing will cause heavy crowd and trampling thus lead to emergence accident. In the paper, the queuing phenomena were studied with the help of the queuing theory in operations research, psychology for customers in waiting line, pedestrian dynamics, behaviors analysis for queuing in socio-physics and finally analysis as self-organization phenomena in systems science.