{
  "title": "Customer reception: what information about waiting can actually change",
  "url": "https://www.shr.swiss/blog/accueil-client-informer-sur-attente-a-berne-en",
  "language": "en",
  "datePublished": "2026-07-30",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Keeping people informed while they wait seems self-evident. Research nevertheless calls for a distinction between waiting time, the acceptability of the wait and the quality of the information provided.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Bern",
    "region": "Berne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Shirley Taylor (1994, Journal of Marketing) shows that delays affect service evaluations partly through the uncertainty and anger they generate."
    },
    {
      "heading": "Information does not have a uniform effect",
      "point": "Michael K."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that routinely announcing an estimated waiting time is enough."
    },
    {
      "heading": "What the evidence does not allow us to transfer directly",
      "point": "These studies examine specific service situations, not the full range of administrative, health-related or technical reception settings."
    },
    {
      "heading": "A practical check in Berne",
      "point": "Within SHR's « Accueil client » programme, an exercise applicable in Berne is to test an information protocol in a federal administration unit, a public health service, a telecoms support team or a precision manufacturer's after-sales reception service."
    }
  ],
  "sources": [
    {
      "authors": "Taylor",
      "year": "1994",
      "source": "Journal of Marketing"
    },
    {
      "authors": "Tse",
      "year": "1996",
      "source": "Journal of Marketing"
    }
  ],
  "wordCount": 428,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-07-30-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-informer-sur-attente-a-berne",
    "en": "https://www.shr.swiss/blog/accueil-client-informer-sur-attente-a-berne-en",
    "de": "https://www.shr.swiss/blog/accueil-client-informer-sur-attente-a-berne-de",
    "it": "https://www.shr.swiss/blog/accueil-client-informer-sur-attente-a-berne-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/berne",
    "city": "https://www.shr.swiss/formations-ville/berne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}