{
  "title": "Customer reception: turning an intention into a next action",
  "url": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-action-en",
  "language": "en",
  "datePublished": "2025-06-20",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A visitor may understand a procedure and intend to complete it without ever starting. Research suggests examining how reception staff help people move from intention to action.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Peter M."
    },
    {
      "heading": "A field test of moving into action",
      "point": "Katherine L."
    },
    {
      "heading": "The premature conclusion",
      "point": "It would be tempting to conclude that every reception interaction should end with a dated commitment from the client."
    },
    {
      "heading": "What the evidence cannot promise",
      "point": "A review of self-regulation and an experiment on vaccination do not establish that this practice will work in reception settings at Basel businesses."
    },
    {
      "heading": "A practical check in Basel",
      "point": "Within SHR's “Accueil client” programme, an exercise could prepare reception teams at a Basel life sciences or Rhine logistics site to offer visitors the option of choosing a concrete time to complete a pre-visit formality."
    }
  ],
  "sources": [
    {
      "authors": "Gollwitzer",
      "year": "1999",
      "source": "American Psychologist"
    },
    {
      "authors": "Madrian",
      "year": "2011",
      "source": "Proceedings of the National Academy of Sciences"
    }
  ],
  "wordCount": 419,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Basel-accueil-client-transformer-une-intention-en-prochaine-action-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-action",
    "en": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-action-en",
    "de": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-action-de",
    "it": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-action-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-bale",
    "city": "https://www.shr.swiss/formations-ville/bale",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}