{
  "title": "Customer reception: do regulars enjoy an invisible advantage?",
  "url": "https://www.shr.swiss/blog/accueil-client-familiarite-habitues-nouveaux-clients-en",
  "language": "en",
  "datePublished": "2026-05-27",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Recognising a regular customer makes the relationship easier. It does not guarantee that newcomers receive equivalent attention.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Robert B."
    },
    {
      "heading": "An effect that depends on the conditions of exposure",
      "point": "Robert F."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that everyone should be welcomed in exactly the same way."
    },
    {
      "heading": "What these data cannot establish",
      "point": "These studies concern exposure and affective evaluation, not the order of service in Ticino's banks or shops."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "As part of SHR's « Accueil client » programme, a bank, fashion boutique, trading company or Italian-speaking family SME in Lugano could examine the order of service over two weeks."
    }
  ],
  "sources": [
    {
      "authors": "Zajonc",
      "year": "1968",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Bornstein",
      "year": "1989",
      "source": "Psychological Bulletin"
    }
  ],
  "wordCount": 404,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-27-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-familiarite-habitues-nouveaux-clients",
    "en": "https://www.shr.swiss/blog/accueil-client-familiarite-habitues-nouveaux-clients-en",
    "de": "https://www.shr.swiss/blog/accueil-client-familiarite-habitues-nouveaux-clients-de",
    "it": "https://www.shr.swiss/blog/accueil-client-familiarite-habitues-nouveaux-clients-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."
}