{
  "title": "Customer reception: turning an intention into a next step",
  "url": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-en",
  "language": "en",
  "datePublished": "2025-02-08",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A customer may intend to continue a process without ever returning to it. Research suggests distinguishing agreement on a goal from preparation for action.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Peter Gollwitzer and Veronika Brandstätter (1997, Journal of Personality and Social Psychology) distinguish an intention to achieve a goal from an intention to perform an action in a specified situation."
    },
    {
      "heading": "The mechanism: linking a situation to an action",
      "point": "Peter Gollwitzer (1999, American Psychologist) explains how a plan linking an identifiable situation to a response can help initiate action."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that every visitor should be asked to make a commitment."
    },
    {
      "heading": "What the evidence does not allow us to promise",
      "point": "These publications demonstrate neither higher satisfaction at reception nor fewer incomplete files in Lausanne organisations."
    },
    {
      "heading": "A practical check in Lausanne",
      "point": "Within SHR's “Accueil client” programme, an exercise could focus on a simple, non-sensitive next step: confirming an appointment with a medtech company, completing registration at a higher education institution, sending logistical information to an international sports organisation or contacting a Lake Geneva region scale-up again."
    }
  ],
  "sources": [
    {
      "authors": "Brandstätter",
      "year": "1997",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Gollwitzer",
      "year": "1999",
      "source": "American Psychologist"
    }
  ],
  "wordCount": 454,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lausanne-accueil-client-transformer-une-intention-en-prochaine-etape-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape",
    "en": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-en",
    "de": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-de",
    "it": "https://www.shr.swiss/blog/accueil-client-transformer-une-intention-en-prochaine-etape-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}