{
  "title": "Customer reception: trying without feeling committed",
  "url": "https://www.shr.swiss/blog/accueil-client-essayer-sans-se-sentir-engage-en",
  "language": "en",
  "datePublished": "2026-03-24",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Inviting a customer to handle a product helps them explore it. It can also change their relationship with the object before any purchasing decision.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Joann Peck and Suzanne B."
    },
    {
      "heading": "When ownership changes value",
      "point": "Daniel Kahneman, Jack L."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that trials should be multiplied to facilitate sales, or that all handling should be avoided to protect customers."
    },
    {
      "heading": "What these findings do not demonstrate",
      "point": "These experiments do not demonstrate that customers who try a product believe they are contractually committed, or that they feel an obligation towards the staff member assisting them."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "Within SHR's “Accueil client” programme, a local exercise could involve explicitly stating, whenever accurate, that exploration does not commit the customer: trying on an item in a fashion shop, examining a sample in a trading business, attending a demonstration at an Italian-speaking family SME or exploring a simulation at a bank."
    }
  ],
  "sources": [
    {
      "authors": "Shu",
      "year": "2009",
      "source": "Journal of Consumer Research"
    },
    {
      "authors": "Thaler",
      "year": "1990",
      "source": "Journal of Political Economy"
    }
  ],
  "wordCount": 460,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-03-24-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-essayer-sans-se-sentir-engage",
    "en": "https://www.shr.swiss/blog/accueil-client-essayer-sans-se-sentir-engage-en",
    "de": "https://www.shr.swiss/blog/accueil-client-essayer-sans-se-sentir-engage-de",
    "it": "https://www.shr.swiss/blog/accueil-client-essayer-sans-se-sentir-engage-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/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."
}