{
  "title": "Customer reception: making promises you can keep",
  "url": "https://www.shr.swiss/blog/accueil-client-promettre-sans-surpromettre-en",
  "language": "en",
  "datePublished": "2026-05-31",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Reassuring a customer can mean announcing an outcome the organisation does not control. Research on expectations encourages a closer look at what front-line assurances actually commit an organisation to.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Bern",
    "region": "Berne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Richard L."
    },
    {
      "heading": "Disappointment and positive surprise do not balance out",
      "point": "Eugene W."
    },
    {
      "heading": "The premature conclusion",
      "point": "It might seem that lowering expectations is all it takes to improve satisfaction."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "These articles address how satisfaction develops, rather than reporting a comparative trial of wording used by front-line teams in Bernese organisations."
    },
    {
      "heading": "A practical check in Berne",
      "point": "As part of SHR's « Accueil client » programme, a team in Berne could spend two weeks examining outcome commitments in a consecutive sample of written responses, without retaining personal data."
    }
  ],
  "sources": [
    {
      "authors": "Oliver",
      "year": "1980",
      "source": "Journal of Marketing Research"
    },
    {
      "authors": "Sullivan",
      "year": "1993",
      "source": "Marketing Science"
    }
  ],
  "wordCount": 440,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-31-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-promettre-sans-surpromettre",
    "en": "https://www.shr.swiss/blog/accueil-client-promettre-sans-surpromettre-en",
    "de": "https://www.shr.swiss/blog/accueil-client-promettre-sans-surpromettre-de",
    "it": "https://www.shr.swiss/blog/accueil-client-promettre-sans-surpromettre-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."
}