{
  "title": "Customer reception: making progress visible without manufacturing it",
  "url": "https://www.shr.swiss/blog/accueil-client-rendre-la-progression-visible-sans-la-fabriquer-en",
  "language": "en",
  "datePublished": "2025-10-10",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A process that appears already underway can encourage more persistence than one presented as entirely new. This does not justify manufacturing a sense of progress.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Sion",
    "region": "Valais",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Joseph C."
    },
    {
      "heading": "Proximity to the goal changes effort",
      "point": "Ran Kivetz, Oleg Urminsky and Yuhuang Zheng (2006, Journal of Marketing Research) observe an acceleration in behaviour as participants approach a reward in incentive programmes."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that visitors should always be told they have already completed part of the journey."
    },
    {
      "heading": "What the evidence does not allow us to transfer",
      "point": "These studies mainly concern reward-based processes, rather than requests for healthcare or technical procedures with eligibility conditions."
    },
    {
      "heading": "A practical check in Sion",
      "point": "Within SHR’s « Accueil client » programme, an exercise applicable in Sion would involve describing an actual process: an enquiry concerning a hydropower installation, preparation for a medical consultation, a vineyard tasting reservation or registration for an Alpine activity."
    }
  ],
  "sources": [
    {
      "authors": "Drèze",
      "year": "2006",
      "source": "Journal of Consumer Research"
    },
    {
      "authors": "Zheng",
      "year": "2006",
      "source": "Journal of Marketing Research"
    }
  ],
  "wordCount": 454,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Sion-accueil-client-rendre-la-progression-visible-sans-la-fabriquer-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-rendre-la-progression-visible-sans-la-fabriquer",
    "en": "https://www.shr.swiss/blog/accueil-client-rendre-la-progression-visible-sans-la-fabriquer-en",
    "de": "https://www.shr.swiss/blog/accueil-client-rendre-la-progression-visible-sans-la-fabriquer-de",
    "it": "https://www.shr.swiss/blog/accueil-client-rendre-la-progression-visible-sans-la-fabriquer-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."
}