{
  "title": "Customer reception: enabling participation without shifting the workload",
  "url": "https://www.shr.swiss/blog/accueil-client-faire-participer-sans-transferer-le-travail-en",
  "language": "en",
  "datePublished": "2026-05-19",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Having customers contribute can increase the value they place on the result. That does not mean every task transferred to them improves their experience.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Michael I."
    },
    {
      "heading": "The mechanism: being able to act and to succeed",
      "point": "Richard M."
    },
    {
      "heading": "The premature conclusion",
      "point": "It would be tempting to conclude that making customers work harder increases their attachment to a service."
    },
    {
      "heading": "What the evidence and standard indicators do not tell us",
      "point": "Neither article directly evaluates customer reception in financial services, insurance or technology companies in Zurich."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "Within SHR’s “Accueil client” programme, an exercise applicable to financial services, insurance, tech and the European headquarters of international groups in Zurich is to examine one task assigned to customers, such as preparing documents before an appointment."
    }
  ],
  "sources": [
    {
      "authors": "Ariely",
      "year": "2012",
      "source": "Journal of Consumer Psychology"
    },
    {
      "authors": "Deci",
      "year": "2000",
      "source": "American Psychologist"
    }
  ],
  "wordCount": 428,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-19-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-faire-participer-sans-transferer-le-travail",
    "en": "https://www.shr.swiss/blog/accueil-client-faire-participer-sans-transferer-le-travail-en",
    "de": "https://www.shr.swiss/blog/accueil-client-faire-participer-sans-transferer-le-travail-de",
    "it": "https://www.shr.swiss/blog/accueil-client-faire-participer-sans-transferer-le-travail-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."
}