{
  "title": "Customer reception: is the service language neutral?",
  "url": "https://www.shr.swiss/blog/accueil-client-la-langue-de-service-est-elle-neutre-en",
  "language": "en",
  "datePublished": "2026-01-03",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A shared language makes communication easier. It does not guarantee that the options offered will be evaluated in the same way.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Boaz Keysar, Sayuri L."
    },
    {
      "heading": "Distance that may alter judgement",
      "point": "Albert Costa, Alice Foucart, Sayuri Hayakawa, Melina Aparici, Jose Apesteguia, Joy Heafner and Boaz Keysar (2014, PLOS ONE) observed that the language of presentation could alter responses to certain moral dilemmas."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that English makes decisions more rational and should therefore be preferred."
    },
    {
      "heading": "What the evidence does not allow us to transfer",
      "point": "These experiments do not concern visitors choosing an access arrangement at a pharmaceutical site or organising a logistics service."
    },
    {
      "heading": "A practical check in Bâle",
      "point": "Within SHR’s « Accueil client » programme, a Basel application could involve reception teams in pharmaceuticals, life sciences, Rhine logistics and international R&D."
    }
  ],
  "sources": [
    {
      "authors": "An",
      "year": "2012",
      "source": "Psychological Science"
    },
    {
      "authors": "Keysar",
      "year": "2014",
      "source": "PLOS ONE"
    }
  ],
  "wordCount": 417,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-01-03-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-la-langue-de-service-est-elle-neutre",
    "en": "https://www.shr.swiss/blog/accueil-client-la-langue-de-service-est-elle-neutre-en",
    "de": "https://www.shr.swiss/blog/accueil-client-la-langue-de-service-est-elle-neutre-de",
    "it": "https://www.shr.swiss/blog/accueil-client-la-langue-de-service-est-elle-neutre-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/bale",
    "city": "https://www.shr.swiss/formations-ville/bale",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}