{
  "title": "Customer reception: incivility also puts work quality at risk",
  "url": "https://www.shr.swiss/blog/accueil-client-incivilite-qualite-du-travail-lausanne-en",
  "language": "en",
  "datePublished": "2026-06-24",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Remaining professional with a discourteous customer may not be enough to protect work quality. Research invites managers to examine what happens after the exchange.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Christine Porath and Amir Erez (2007, Academy of Management Journal) showed experimentally that exposure to rude behaviour can impair task performance and reduce helping behaviour."
    },
    {
      "heading": "Why the next exchange does not necessarily reset the balance",
      "point": "Roy Baumeister, Ellen Bratslavsky, Catrin Finkenauer and Kathleen Vohs (2001, Review of General Psychology) reviewed research indicating that negative events often carry greater psychological weight than comparable positive events."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that employees should be shielded from every difficult interaction."
    },
    {
      "heading": "What the evidence cannot prescribe",
      "point": "The experiments cited do not directly evaluate Lausanne reception teams dealing with their usual customers."
    },
    {
      "heading": "A practical check in Lausanne",
      "point": "As part of SHR’s “Accueil client” programme, a Lausanne site — a medtech company, higher education institution, international sports organisation or scale-up in the Lake Geneva region — could test a protocol combining factual incident reporting, colleague support and the option of handing over."
    }
  ],
  "sources": [
    {
      "authors": "Erez",
      "year": "2007",
      "source": "Academy of Management Journal"
    },
    {
      "authors": "Vohs",
      "year": "2001",
      "source": "Review of General Psychology"
    }
  ],
  "wordCount": 440,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-06-24-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-incivilite-qualite-du-travail-lausanne",
    "en": "https://www.shr.swiss/blog/accueil-client-incivilite-qualite-du-travail-lausanne-en",
    "de": "https://www.shr.swiss/blog/accueil-client-incivilite-qualite-du-travail-lausanne-de",
    "it": "https://www.shr.swiss/blog/accueil-client-incivilite-qualite-du-travail-lausanne-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}