{
  "title": "In Lugano, what is the cost of mandatory friendliness?",
  "url": "https://www.shr.swiss/blog/a-lugano-le-cout-de-la-cordialite-imposee-en",
  "language": "en",
  "datePublished": "2025-08-26",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Remaining friendly is part of many service roles. Research nevertheless calls for a distinction between the quality of an interaction and the effort required to conceal one's feelings.",
  "section": "Research",
  "topic": "Psychosocial Risks",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Ute R."
    },
    {
      "heading": "The mechanism behind a professional manner",
      "point": "Alicia A."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that employees simply need to learn to feel the expected emotions rather than simulate them."
    },
    {
      "heading": "What the evidence cannot decide",
      "point": "These studies establish no threshold of emotionally difficult interactions beyond which a role becomes hazardous."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "In a bank, fashion shop, trading company or Italian-speaking family SME in Lugano, a team could test for two weeks a rule written in Italian specifying when to end an aggressive interaction and who takes over."
    }
  ],
  "sources": [
    {
      "authors": "Schewe",
      "year": "2011",
      "source": "Journal of Occupational Health Psychology"
    },
    {
      "authors": "Grandey",
      "year": "2000",
      "source": "Journal of Occupational Health Psychology"
    }
  ],
  "wordCount": 413,
  "image": "https://www.shr.swiss/img/blog-Training-Psychosocial-Risks-Lugano-a-lugano-le-cout-de-la-cordialite-imposee-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/a-lugano-le-cout-de-la-cordialite-imposee",
    "en": "https://www.shr.swiss/blog/a-lugano-le-cout-de-la-cordialite-imposee-en",
    "de": "https://www.shr.swiss/blog/a-lugano-le-cout-de-la-cordialite-imposee-de",
    "it": "https://www.shr.swiss/blog/a-lugano-le-cout-de-la-cordialite-imposee-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-risques-psychosociaux-lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}