{
  "title": "Customer reception: does working under a visitor's gaze make a difference?",
  "url": "https://www.shr.swiss/blog/accueil-client-quand-le-regard-du-visiteur-modifie-la-performance-en",
  "language": "en",
  "datePublished": "2026-04-25",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A visitor's presence is part of reception work. Research nevertheless suggests distinguishing between operations it may facilitate and those it may undermine.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Robert B."
    },
    {
      "heading": "The distinction between speed and accuracy",
      "point": "Charles F."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that complex operations should always be performed out of the customer's sight."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "The experimental settings brought together in this literature do not reproduce a reception desk combining conversation, access control and information searches."
    },
    {
      "heading": "A practical check in Bâle",
      "point": "Within SHR's « Accueil client » programme, a Basel-based simulation could compare routine registration with a fictional access exception, drawing on visits in pharma, life sciences, Rhine logistics and international R&D."
    }
  ],
  "sources": [
    {
      "authors": "Zajonc",
      "year": "1965",
      "source": "Science"
    },
    {
      "authors": "Titus",
      "year": "1983",
      "source": "Psychological Bulletin"
    }
  ],
  "wordCount": 436,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-04-25-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-quand-le-regard-du-visiteur-modifie-la-performance",
    "en": "https://www.shr.swiss/blog/accueil-client-quand-le-regard-du-visiteur-modifie-la-performance-en",
    "de": "https://www.shr.swiss/blog/accueil-client-quand-le-regard-du-visiteur-modifie-la-performance-de",
    "it": "https://www.shr.swiss/blog/accueil-client-quand-le-regard-du-visiteur-modifie-la-performance-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."
}