{
  "title": "Customer reception: offer less to guide clients better?",
  "url": "https://www.shr.swiss/blog/accueil-client-proposer-moins-pour-mieux-orienter-en",
  "language": "en",
  "datePublished": "2026-07-02",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Presenting the full range of services can seem helpful. Yet research on choice overload supports neither systematic exhaustiveness nor the automatic reduction of options.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Sheena S."
    },
    {
      "heading": "An effect that does not automatically generalise",
      "point": "Benjamin Scheibehenne, Rainer Greifeneder and Peter M."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might infer a simple instruction: always offer fewer options at the first point of contact."
    },
    {
      "heading": "What the evidence does not tell us about reception",
      "point": "Choosing jam or a task is not equivalent to being directed to a banking contact, a fashion collection or a trading service."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "Within SHR's « Accueil client » programme, a practical exercise would be to test two ways of presenting the same services at a bank, fashion boutique, trading company or Italian-speaking family SME in Lugano: a complete presentation or an initial selection after clarifying the client's needs."
    }
  ],
  "sources": [
    {
      "authors": "Lepper",
      "year": "2000",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Todd",
      "year": "2010",
      "source": "Journal of Consumer Research"
    }
  ],
  "wordCount": 454,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-07-02-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-proposer-moins-pour-mieux-orienter",
    "en": "https://www.shr.swiss/blog/accueil-client-proposer-moins-pour-mieux-orienter-en",
    "de": "https://www.shr.swiss/blog/accueil-client-proposer-moins-pour-mieux-orienter-de",
    "it": "https://www.shr.swiss/blog/accueil-client-proposer-moins-pour-mieux-orienter-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}