{
  "title": "Customer reception: presenting an option without steering the choice",
  "url": "https://www.shr.swiss/blog/accueil-client-presenter-une-option-sans-orienter-le-choix-en",
  "language": "en",
  "datePublished": "2024-11-17",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Two accurate formulations do not necessarily produce the same choice. At reception, this difference calls for examining how options are presented, not merely whether they are available.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Amos Tversky and Daniel Kahneman (1981, Science) show, in experimental decision problems, that different presentations of equivalent consequences can change expressed preferences."
    },
    {
      "heading": "The reference point changes the evaluation",
      "point": "Daniel Kahneman and Amos Tversky (1979, Econometrica) propose a model of decision-making under risk in which outcomes are evaluated relative to a reference point, with different sensitivity to gains and losses."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that options should always be presented positively."
    },
    {
      "heading": "What the evidence does not establish",
      "point": "These articles examine neither reception in Basel’s industrial organisations nor choices between physical visits and remote meetings."
    },
    {
      "heading": "A practical check in Bâle",
      "point": "Within SHR’s “Accueil client” programme, an exercise set in Basel could involve directing a contact from pharmaceuticals, life sciences, Rhine logistics or international R&D towards a remote meeting or an authorised visit."
    }
  ],
  "sources": [
    {
      "authors": "Kahneman",
      "year": "1981",
      "source": "Science"
    },
    {
      "authors": "Tversky",
      "year": "1979",
      "source": "Econometrica"
    }
  ],
  "wordCount": 407,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Basel-accueil-client-presenter-une-option-sans-orienter-le-choix-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-presenter-une-option-sans-orienter-le-choix",
    "en": "https://www.shr.swiss/blog/accueil-client-presenter-une-option-sans-orienter-le-choix-en",
    "de": "https://www.shr.swiss/blog/accueil-client-presenter-une-option-sans-orienter-le-choix-de",
    "it": "https://www.shr.swiss/blog/accueil-client-presenter-une-option-sans-orienter-le-choix-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."
}