{
  "title": "Customer reception: does visible progress help people complete a process?",
  "url": "https://www.shr.swiss/blog/accueil-client-rendre-visible-avancement-demarche-fribourg-en",
  "language": "en",
  "datePublished": "2024-10-07",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A process can be simple yet feel as though it is going nowhere. Research on goal proximity invites us to examine what reception staff make visible, without confusing progress with pressure.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Fribourg",
    "region": "Fribourg",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Ran Kivetz, Oleg Urminsky and Yuhuang Zheng (2006, Journal of Marketing Research) show that, in reward programmes, behaviour intensifies as the goal approaches."
    },
    {
      "heading": "The mechanism: a process already under way",
      "point": "Joseph C."
    },
    {
      "heading": "The hasty conclusion",
      "point": "One might conclude that every visitor should be made to feel almost finished."
    },
    {
      "heading": "What these data cannot settle",
      "point": "The cited studies concern reward schemes, not industrial or university reception services in Fribourg."
    },
    {
      "heading": "A practical check in Fribourg",
      "point": "As part of SHR’s “Accueil client” programme, an agri-food site, a bilingual industrial company or a service within Fribourg’s university hub could test a French-German progress indicator showing completed steps, the next action and any approvals still required."
    }
  ],
  "sources": [
    {
      "authors": "Zheng",
      "year": "2006",
      "source": "Journal of Marketing Research"
    },
    {
      "authors": "Drèze",
      "year": "2006",
      "source": "Journal of Consumer Research"
    }
  ],
  "wordCount": 388,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Fribourg-accueil-client-rendre-visible-avancement-demarche-fribourg-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-rendre-visible-avancement-demarche-fribourg",
    "en": "https://www.shr.swiss/blog/accueil-client-rendre-visible-avancement-demarche-fribourg-en",
    "de": "https://www.shr.swiss/blog/accueil-client-rendre-visible-avancement-demarche-fribourg-de",
    "it": "https://www.shr.swiss/blog/accueil-client-rendre-visible-avancement-demarche-fribourg-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-fribourg",
    "city": "https://www.shr.swiss/formations-ville/fribourg",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}