{
  "title": "Customer reception: when advice becomes suspect",
  "url": "https://www.shr.swiss/blog/accueil-client-quand-le-conseil-devient-suspect-en",
  "language": "en",
  "datePublished": "2026-05-03",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A recommendation can be relevant and still arouse suspicion. Research invites us to examine how customers interpret commercial intent.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Marian Friestad and Peter Wright (1994, Journal of Consumer Research) propose a model in which consumers draw on their knowledge of persuasive intentions and tactics to interpret commercial encounters."
    },
    {
      "heading": "The mechanism: inferring an intention",
      "point": "Margaret C."
    },
    {
      "heading": "The hasty conclusion",
      "point": "One might conclude that any commercial proposal should be avoided at the first contact."
    },
    {
      "heading": "What the evidence cannot prescribe",
      "point": "The theoretical framework and experiments cited do not directly measure the effects of customer reception training in Ticino businesses."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "Within SHR's « Accueil client » programme, an exercise to test in Lugano would explicitly distinguish the response to the customer's request from an optional proposal, in a bank, fashion boutique, trading company or Italian-speaking family SME."
    }
  ],
  "sources": [
    {
      "authors": "Wright",
      "year": "1994",
      "source": "Journal of Consumer Research"
    },
    {
      "authors": "Kirmani",
      "year": "2000",
      "source": "Journal of Consumer Research"
    }
  ],
  "wordCount": 441,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-03-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-quand-le-conseil-devient-suspect",
    "en": "https://www.shr.swiss/blog/accueil-client-quand-le-conseil-devient-suspect-en",
    "de": "https://www.shr.swiss/blog/accueil-client-quand-le-conseil-devient-suspect-de",
    "it": "https://www.shr.swiss/blog/accueil-client-quand-le-conseil-devient-suspect-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."
}