{
  "title": "Customer reception: being heard does not mean getting your way",
  "url": "https://www.shr.swiss/blog/accueil-client-etre-entendu-avant-une-decision-en",
  "language": "en",
  "datePublished": "2026-07-22",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Fair treatment at reception cannot be assessed solely by the answer a customer receives. Research distinguishes the outcome of a decision from the opportunity to express a point of view.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "E."
    },
    {
      "heading": "When the procedure becomes a reference point",
      "point": "Kees van den Bos, E."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that simply letting customers speak will make them accept a refusal."
    },
    {
      "heading": "What these data do not allow us to promise",
      "point": "These studies use experimental designs rather than observations of Zurich reception teams operating under confidentiality or compliance requirements."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "Within SHR's « Accueil client » programme, one possible application is to observe, over two weeks, interactions resulting in an access restriction, a referral or a refusal within a Zurich team."
    }
  ],
  "sources": [
    {
      "authors": "Earley",
      "year": "1990",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Wilke",
      "year": "1997",
      "source": "Journal of Personality and Social Psychology"
    }
  ],
  "wordCount": 450,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-07-22-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-etre-entendu-avant-une-decision",
    "en": "https://www.shr.swiss/blog/accueil-client-etre-entendu-avant-une-decision-en",
    "de": "https://www.shr.swiss/blog/accueil-client-etre-entendu-avant-une-decision-de",
    "it": "https://www.shr.swiss/blog/accueil-client-etre-entendu-avant-une-decision-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/zurich",
    "city": "https://www.shr.swiss/formations-ville/zurich",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}