{
  "title": "Customer reception: can highlighting breaches make them seem normal?",
  "url": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-bale-en",
  "language": "en",
  "datePublished": "2024-10-29",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Pointing out that many visitors forget an instruction may seem to justify a reminder. It can also portray non-compliance as ordinary behaviour.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Robert B."
    },
    {
      "heading": "When a collective benchmark has the opposite effect",
      "point": "P."
    },
    {
      "heading": "The hasty conclusion",
      "point": "One might conclude that simply claiming all visitors follow the rules would solve the problem."
    },
    {
      "heading": "What the evidence does not allow us to promise",
      "point": "These studies concern littering and energy consumption, not visitor reception at pharmaceutical or logistics sites."
    },
    {
      "heading": "A practical check in Basel",
      "point": "As part of SHR’s “Accueil client” programme, a Basel exercise could compare an existing reminder focused on omissions with a direct instruction during comparable time slots at the same reception point, without changing access requirements."
    }
  ],
  "sources": [
    {
      "authors": "Kallgren",
      "year": "1990",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Griskevicius",
      "year": "2007",
      "source": "Psychological Science"
    }
  ],
  "wordCount": 427,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Basel-accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-bale-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-bale",
    "en": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-bale-en",
    "de": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-bale-de",
    "it": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-bale-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."
}