{
  "title": "Customer reception: when urgency makes needs less visible",
  "url": "https://www.shr.swiss/blog/accueil-client-quand-urgence-rend-le-besoin-moins-visible-en",
  "language": "en",
  "datePublished": "2026-05-15",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A reception service can be fast without noticing the person who needs help. Research suggests examining the conditions that enable detection, rather than attributing it solely to goodwill.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "John M."
    },
    {
      "heading": "A visible need is not necessarily noticed",
      "point": "Daniel J."
    },
    {
      "heading": "The premature conclusion",
      "point": "It would be tempting to conclude that simply slowing reception down would make it more attentive."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "A staged encounter with a person in distress and a video-based perception task do not reproduce a multilingual professional reception setting governed by security requirements."
    },
    {
      "heading": "A practical check in Bâle",
      "point": "Within SHR’s « Accueil client » programme, an exercise could be offered in Basel using scenarios involving a pharmaceutical or life sciences visitor, an international R&D partner and a carrier working in Rhine logistics."
    }
  ],
  "sources": [
    {
      "authors": "Batson",
      "year": "1973",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Chabris",
      "year": "1999",
      "source": "Perception"
    }
  ],
  "wordCount": 438,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-15-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-quand-urgence-rend-le-besoin-moins-visible",
    "en": "https://www.shr.swiss/blog/accueil-client-quand-urgence-rend-le-besoin-moins-visible-en",
    "de": "https://www.shr.swiss/blog/accueil-client-quand-urgence-rend-le-besoin-moins-visible-de",
    "it": "https://www.shr.swiss/blog/accueil-client-quand-urgence-rend-le-besoin-moins-visible-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."
}