{
  "title": "Customer reception: expertise does not guarantee clarity",
  "url": "https://www.shr.swiss/blog/accueil-client-expertise-ne-garantit-pas-clarte-en",
  "language": "en",
  "datePublished": "2026-07-18",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A procedure that seems obvious to an employee may not be obvious to a customer. Research suggests checking the independence achieved rather than merely the apparent quality of the explanation.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Pamela J."
    },
    {
      "heading": "The mechanism: setting aside what we know is difficult",
      "point": "Colin Camerer, George Loewenstein and Martin Weber (1989, Journal of Political Economy) demonstrated, in experimental economic settings, how difficult it is for informed participants to set aside their knowledge when predicting the judgement of less informed participants."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that experienced employees should be replaced by beginners, or that every explanation should invariably be simplified."
    },
    {
      "heading": "What these findings cannot establish",
      "point": "These studies do not directly examine customer reception in Zurich’s banks, insurance companies or technology businesses."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "As part of SHR’s “Accueil client” programme, a Zurich team in financial services, insurance, tech or the European headquarters of an international group can test a common procedure in a demonstration environment containing no personal data."
    }
  ],
  "sources": [
    {
      "authors": "Hinds",
      "year": "1999",
      "source": "Journal of Experimental Psychology: Applied"
    },
    {
      "authors": "Weber",
      "year": "1989",
      "source": "Journal of Political Economy"
    }
  ],
  "wordCount": 428,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-07-18-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-expertise-ne-garantit-pas-clarte",
    "en": "https://www.shr.swiss/blog/accueil-client-expertise-ne-garantit-pas-clarte-en",
    "de": "https://www.shr.swiss/blog/accueil-client-expertise-ne-garantit-pas-clarte-de",
    "it": "https://www.shr.swiss/blog/accueil-client-expertise-ne-garantit-pas-clarte-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."
}