{
  "title": "Customer reception: can highlighting misconduct make it seem normal?",
  "url": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-en",
  "language": "en",
  "datePublished": "2025-11-07",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Stating that too many visitors ignore an instruction may seem to justify a reminder. It may also portray the unwanted behaviour as ordinary practice.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Sion",
    "region": "Valais",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Noah J."
    },
    {
      "heading": "When the average becomes a reference point",
      "point": "P."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that simply announcing that most visitors follow the rules is enough."
    },
    {
      "heading": "The limits of a well-written reminder",
      "point": "These field experiments do not establish that a normative message improves every reception interaction, particularly in healthcare or safety-sensitive settings."
    },
    {
      "heading": "A practical check in Sion",
      "point": "Within SHR's « Accueil client » programme, an exercise in Sion could examine waste-sorting messages at reception points in hydropower sites, healthcare facilities, wine estates and Alpine tourism businesses, excluding medical and hazardous waste."
    }
  ],
  "sources": [
    {
      "authors": "Griskevicius",
      "year": "2008",
      "source": "Journal of Consumer Research"
    },
    {
      "authors": "Griskevicius",
      "year": "2007",
      "source": "Psychological Science"
    }
  ],
  "wordCount": 406,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Sion-accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser",
    "en": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-en",
    "de": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-de",
    "it": "https://www.shr.swiss/blog/accueil-client-rappeler-les-ecarts-peut-il-les-banaliser-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/sion",
    "city": "https://www.shr.swiss/formations-ville/sion",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}