{
  "title": "Customer reception: improve the ending without obscuring the experience",
  "url": "https://www.shr.swiss/blog/accueil-client-soigner-la-fin-sans-masquer-le-parcours-en",
  "language": "en",
  "datePublished": "2026-06-16",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "The final impression can influence how a customer remembers an encounter. It does not establish that the service was delivered well.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Fribourg",
    "region": "Fribourg",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Barbara L."
    },
    {
      "heading": "A less unpleasant ending can change preferences",
      "point": "Daniel Kahneman, Barbara L."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might infer that a warm farewell compensates for poor reception."
    },
    {
      "heading": "What a satisfaction survey cannot settle",
      "point": "The cited studies concern bounded episodes under experimental conditions far removed from an ongoing service relationship."
    },
    {
      "heading": "A practical check in Fribourg",
      "point": "In Fribourg, an agri-food site receiving visitors, a bilingual industrial reception desk or a university service counter could test a closing exchange combining a brief factual recap with a farewell suited to the language of the conversation."
    }
  ],
  "sources": [
    {
      "authors": "Kahneman",
      "year": "1993",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Redelmeier",
      "year": "1993",
      "source": "Psychological Science"
    }
  ],
  "wordCount": 431,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-06-16-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-soigner-la-fin-sans-masquer-le-parcours",
    "en": "https://www.shr.swiss/blog/accueil-client-soigner-la-fin-sans-masquer-le-parcours-en",
    "de": "https://www.shr.swiss/blog/accueil-client-soigner-la-fin-sans-masquer-le-parcours-de",
    "it": "https://www.shr.swiss/blog/accueil-client-soigner-la-fin-sans-masquer-le-parcours-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."
}