{
  "title": "Customer reception: standardise without losing sight of the request",
  "url": "https://www.shr.swiss/blog/accueil-client-standardiser-sans-perdre-la-demande-en",
  "language": "en",
  "datePublished": "2026-07-26",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A reception process that follows the protocol is not necessarily a useful one. Research invites us to distinguish procedural compliance from the quality of service perceived by the customer.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Ananthanarayanan Parasuraman, Valarie A."
    },
    {
      "heading": "Measuring service performance rather than compliance",
      "point": "J."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that scripts should be removed and every employee left to improvise."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "The first article develops an exploratory model; the second examines the measurement of service quality, not the effectiveness of reception training."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "Within SHR's « Accueil client » programme, one exercise could involve restating the request in Italian and asking the customer to confirm the next step, using cases from banking, fashion, trading businesses and Italian-speaking family SMEs in Lugano."
    }
  ],
  "sources": [
    {
      "authors": "Berry",
      "year": "1985",
      "source": "Journal of Marketing"
    },
    {
      "authors": "Taylor",
      "year": "1992",
      "source": "Journal of Marketing"
    }
  ],
  "wordCount": 425,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-07-26-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-standardiser-sans-perdre-la-demande",
    "en": "https://www.shr.swiss/blog/accueil-client-standardiser-sans-perdre-la-demande-en",
    "de": "https://www.shr.swiss/blog/accueil-client-standardiser-sans-perdre-la-demande-de",
    "it": "https://www.shr.swiss/blog/accueil-client-standardiser-sans-perdre-la-demande-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}