{
  "title": "Customer reception: several staff present, but who makes the first move?",
  "url": "https://www.shr.swiss/blog/accueil-client-plusieurs-personnes-presentes-qui-engage-le-contact-en",
  "language": "en",
  "datePublished": "2026-03-20",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Having several staff members present does not guarantee that a visitor will be welcomed. Research on helping behaviour invites a distinction between available staffing and responsibility for initiating contact.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "John M."
    },
    {
      "heading": "Intention alone does not trigger action",
      "point": "John M."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that all initial contact should be reserved for a single person."
    },
    {
      "heading": "What the evidence cannot resolve",
      "point": "An experimental emergency and an encounter with a person in distress reproduce neither the professional obligations nor the routines of a reception desk."
    },
    {
      "heading": "A practical check in Bâle",
      "point": "As part of SHR's « Accueil client » programme, a Basel site working in pharmaceuticals, life sciences, Rhine logistics or international R&D could compare similar time slots, with and without an explicitly designated initiator and backup."
    }
  ],
  "sources": [
    {
      "authors": "Latané",
      "year": "1968",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Batson",
      "year": "1973",
      "source": "Journal of Personality and Social Psychology"
    }
  ],
  "wordCount": 441,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-03-20-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-plusieurs-personnes-presentes-qui-engage-le-contact",
    "en": "https://www.shr.swiss/blog/accueil-client-plusieurs-personnes-presentes-qui-engage-le-contact-en",
    "de": "https://www.shr.swiss/blog/accueil-client-plusieurs-personnes-presentes-qui-engage-le-contact-de",
    "it": "https://www.shr.swiss/blog/accueil-client-plusieurs-personnes-presentes-qui-engage-le-contact-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."
}