{
  "title": "Customer reception: a good impression does not measure everything",
  "url": "https://www.shr.swiss/blog/accueil-client-une-bonne-impression-ne-mesure-pas-tout-en",
  "language": "en",
  "datePublished": "2026-04-17",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A favourable assessment of reception matters, but it does not demonstrate that the request was handled correctly. Research suggests distinguishing the impression created from independently verified quality.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Fribourg",
    "region": "Fribourg",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Richard E."
    },
    {
      "heading": "A brief impression is not necessarily empty",
      "point": "Nalini Ambady and Robert Rosenthal (1992, Psychological Bulletin) synthesised studies in which brief samples of expressive behaviour predicted certain interpersonal criteria."
    },
    {
      "heading": "The premature conclusion",
      "point": "It would therefore be excessive to abandon visitor evaluations on the grounds that they are purely subjective."
    },
    {
      "heading": "The limitations of an overall rating",
      "point": "These studies do not directly examine reception services in Fribourg: the halo-effect experiment concerns an instructor, while the meta-analysis brings together different situations and criteria."
    },
    {
      "heading": "A practical check in Fribourg",
      "point": "Within SHR's « Accueil client » programme, one exercise would be to compare visitors' overall assessments with the correctness of the referrals they received over two weeks, using a sample of contacts defined in advance."
    }
  ],
  "sources": [
    {
      "authors": "Wilson",
      "year": "1977",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Rosenthal",
      "year": "1992",
      "source": "Psychological Bulletin"
    }
  ],
  "wordCount": 427,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-04-17-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-une-bonne-impression-ne-mesure-pas-tout",
    "en": "https://www.shr.swiss/blog/accueil-client-une-bonne-impression-ne-mesure-pas-tout-en",
    "de": "https://www.shr.swiss/blog/accueil-client-une-bonne-impression-ne-mesure-pas-tout-de",
    "it": "https://www.shr.swiss/blog/accueil-client-une-bonne-impression-ne-mesure-pas-tout-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."
}