{
  "title": "The Queue: An Overlooked Moment of Truth",
  "url": "https://www.shr.swiss/blog/files-d-attente-et-experience-client-en",
  "language": "en",
  "datePublished": "2026-02-09",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A practitioner's essay, with partial validation in subsequent research.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The Research",
      "point": "Maister (1985, The Psychology of Waiting Lines) shows that occupied waiting time feels shorter than unoccupied waiting time.."
    },
    {
      "heading": "The Limitation",
      "point": "A practitioner's essay, with partial validation in subsequent research.."
    },
    {
      "heading": "The Nuance",
      "point": "Reducing actual waiting time is costly; improving the perception of waiting costs little."
    },
    {
      "heading": "A Practical Implication to Test in Lugano",
      "point": "Give waiting customers information or something to do, and measure complaints over one month."
    }
  ],
  "sources": [
    {
      "authors": "Maister",
      "year": "1985",
      "source": "The Psychology of Waiting Lines"
    }
  ],
  "wordCount": 101,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lugano-files-d-attente-et-experience-client-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/files-d-attente-et-experience-client",
    "en": "https://www.shr.swiss/blog/files-d-attente-et-experience-client-en",
    "de": "https://www.shr.swiss/blog/files-d-attente-et-experience-client-de",
    "it": "https://www.shr.swiss/blog/files-d-attente-et-experience-client-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."
}