{
  "title": "Customer reception: acknowledging everyone without assuming their role",
  "url": "https://www.shr.swiss/blog/accueil-client-reconnaitre-chaque-personne-sans-presumer-son-role-en",
  "language": "en",
  "datePublished": "2026-04-13",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "When a group arrives, reception often focuses on the person who speaks first. Research on social exclusion invites us to consider what happens to everyone else, without treating every omission as rejection.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Kipling D."
    },
    {
      "heading": "A mechanism beyond simple courtesy",
      "point": "Naomi I."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that good reception requires exactly equal attention for everyone."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "These experiments measure neither the satisfaction of a group visiting a company nor the quality of the response to its request."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "Within SHR’s “Accueil client” programme, a Zurich-based exercise can test a simple sequence: greet everyone present, then clarify their roles before discussing the case."
    }
  ],
  "sources": [
    {
      "authors": "Choi",
      "year": "2000",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Williams",
      "year": "2003",
      "source": "Science"
    }
  ],
  "wordCount": 433,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-04-13-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-reconnaitre-chaque-personne-sans-presumer-son-role",
    "en": "https://www.shr.swiss/blog/accueil-client-reconnaitre-chaque-personne-sans-presumer-son-role-en",
    "de": "https://www.shr.swiss/blog/accueil-client-reconnaitre-chaque-personne-sans-presumer-son-role-de",
    "it": "https://www.shr.swiss/blog/accueil-client-reconnaitre-chaque-personne-sans-presumer-son-role-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/zurich",
    "city": "https://www.shr.swiss/formations-ville/zurich",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}