{
  "title": "Customer reception: does confirming an appointment prepare someone to attend?",
  "url": "https://www.shr.swiss/blog/accueil-client-confirmer-un-rendez-vous-ne-suffit-pas-a-preparer-la-venue-en",
  "language": "en",
  "datePublished": "2025-12-13",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A confirmation establishes an agreement; it does not necessarily prepare someone to act on it. Research on implementation intentions suggests that these are distinct functions.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Peter M."
    },
    {
      "heading": "A field test of following through",
      "point": "Katherine L."
    },
    {
      "heading": "The premature conclusion",
      "point": "It would be tempting to conclude that every confirmation should include a planning form."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "A workplace vaccination programme does not reproduce the constraints of either a specialist consultation or a business visit."
    },
    {
      "heading": "A practical check in Lausanne",
      "point": "Within SHR’s “Accueil client” programme, an exercise applicable in Lausanne is to test this hypothesis for comparable visits in medtech, higher education institutions, international sports organisations or Lake Geneva region scale-ups."
    }
  ],
  "sources": [
    {
      "authors": "Gollwitzer",
      "year": "1999",
      "source": "American Psychologist"
    },
    {
      "authors": "Madrian",
      "year": "2011",
      "source": "Proceedings of the National Academy of Sciences"
    }
  ],
  "wordCount": 395,
  "image": "https://www.shr.swiss/img/blog-editorial-2025-12-13-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-confirmer-un-rendez-vous-ne-suffit-pas-a-preparer-la-venue",
    "en": "https://www.shr.swiss/blog/accueil-client-confirmer-un-rendez-vous-ne-suffit-pas-a-preparer-la-venue-en",
    "de": "https://www.shr.swiss/blog/accueil-client-confirmer-un-rendez-vous-ne-suffit-pas-a-preparer-la-venue-de",
    "it": "https://www.shr.swiss/blog/accueil-client-confirmer-un-rendez-vous-ne-suffit-pas-a-preparer-la-venue-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}