{
  "title": "Customer reception: knowing when to stop a process that no longer helps",
  "url": "https://www.shr.swiss/blog/accueil-client-savoir-interrompre-une-demarche-devenue-inutile-en",
  "language": "en",
  "datePublished": "2026-03-12",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Time already spent on a process can encourage people to continue, even when it no longer meets the need. Research invites us to distinguish useful persistence from the justification of past effort.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Hal R."
    },
    {
      "heading": "When responsibility reinforces persistence",
      "point": "Barry M."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that the process should change as soon as a difficulty appears."
    },
    {
      "heading": "What the evidence does not establish",
      "point": "These studies do not directly measure interactions between reception staff and customers, let alone within Zurich organisations."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "As part of SHR's « Accueil client » programme, a Zurich team in financial services, insurance, tech or an international group's European headquarters can test a rule: when new information invalidates the current route, make the choice between continuing and redirecting explicit."
    }
  ],
  "sources": [
    {
      "authors": "Blumer",
      "year": "1985",
      "source": "Organizational Behavior and Human Decision Processes"
    },
    {
      "authors": "Staw",
      "year": "1976",
      "source": "Organizational Behavior and Human Performance"
    }
  ],
  "wordCount": 457,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-03-12-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-savoir-interrompre-une-demarche-devenue-inutile",
    "en": "https://www.shr.swiss/blog/accueil-client-savoir-interrompre-une-demarche-devenue-inutile-en",
    "de": "https://www.shr.swiss/blog/accueil-client-savoir-interrompre-une-demarche-devenue-inutile-de",
    "it": "https://www.shr.swiss/blog/accueil-client-savoir-interrompre-une-demarche-devenue-inutile-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."
}