{
  "title": "Customer reception: a digital channel is not enough to ensure completion",
  "url": "https://www.shr.swiss/blog/accueil-client-le-numerique-ne-remplace-pas-une-issue-accessible-en",
  "language": "en",
  "datePublished": "2026-06-08",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Installing a digital reception system does not automatically make customers self-sufficient. Research suggests distinguishing the adoption of a tool from the actual ability to complete a task.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Fred D."
    },
    {
      "heading": "When customers must deliver the service themselves",
      "point": "Matthew L."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might infer that a simpler interface makes it possible to withdraw human assistance."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "Davis's work does not focus specifically on customer reception, and the study by Meuter and his colleagues draws on reported incidents rather than an experimental comparison of reception systems in Zurich."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "As part of SHR's « Accueil client » programme, a verifiable exercise would be to test clearly signposted human assistance at the start of the digital journey at a Zurich site."
    }
  ],
  "sources": [
    {
      "authors": "Davis",
      "year": "1989",
      "source": "MIS Quarterly"
    },
    {
      "authors": "Bitner",
      "year": "2000",
      "source": "Journal of Marketing"
    }
  ],
  "wordCount": 440,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-06-08-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-le-numerique-ne-remplace-pas-une-issue-accessible",
    "en": "https://www.shr.swiss/blog/accueil-client-le-numerique-ne-remplace-pas-une-issue-accessible-en",
    "de": "https://www.shr.swiss/blog/accueil-client-le-numerique-ne-remplace-pas-une-issue-accessible-de",
    "it": "https://www.shr.swiss/blog/accueil-client-le-numerique-ne-remplace-pas-une-issue-accessible-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."
}