{
  "title": "Customer reception: handing over without diluting responsibility",
  "url": "https://www.shr.swiss/blog/accueil-client-transmettre-sans-diluer-la-responsabilite-en",
  "language": "en",
  "datePublished": "2026-07-14",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Forwarding a request does not mean someone has taken responsibility for it. Research suggests examining not so much the number of people involved as the responsibility actually assigned.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "John M."
    },
    {
      "heading": "Role ambiguity, beyond the number of people involved",
      "point": "John R."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that every request should be assigned to a single person until it is resolved."
    },
    {
      "heading": "What the data and tools cannot establish",
      "point": "An experiment involving an emergency and a study of organisational roles do not measure the effect of a handover protocol on customer satisfaction."
    },
    {
      "heading": "A practical check in Lausanne",
      "point": "Within SHR's « Accueil client » programme, an exercise applicable in Lausanne is to examine handovers between reception staff and specialists in a medtech company, a higher education institution, an international sports organisation or a scale-up in the Lake Geneva region."
    }
  ],
  "sources": [
    {
      "authors": "Latané",
      "year": "1968",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Lirtzman",
      "year": "1970",
      "source": "Administrative Science Quarterly"
    }
  ],
  "wordCount": 425,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-07-14-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-transmettre-sans-diluer-la-responsabilite",
    "en": "https://www.shr.swiss/blog/accueil-client-transmettre-sans-diluer-la-responsabilite-en",
    "de": "https://www.shr.swiss/blog/accueil-client-transmettre-sans-diluer-la-responsabilite-de",
    "it": "https://www.shr.swiss/blog/accueil-client-transmettre-sans-diluer-la-responsabilite-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."
}