SHR — Swiss Human Resources
Research 2026-01-15 Client Reception Lugano

Phone reception and customer satisfaction

Contact us
Read in:FrançaisDeutschItaliano
Phone reception and customer satisfaction — SHR, Lugano
Phone reception and customer satisfaction — SHR, Lugano

Phone reception and customer satisfaction — what studies show, and what they don't.

The research

Study: Bitner et al. (1990, J. Marketing)

The limit

Single context; replicate before generalising. (our executive and employee training programmes)

Phone reception and customer satisfaction — SHR, Lugano — Tessin
Phone reception and customer satisfaction — SHR, Lugano — Tessin

Practical check in Lugano

Define one measurable indicator, test for a month, compare. To go further: explore the Client Reception training in Lugano in the canton of Ticino, or browse our executive and employee training programmes in Switzerland.

In pictures: Client Reception in Lugano

Client Reception training in Lugano — in practice
Client Reception training in Lugano — in practice
Client Reception training in Lugano — hands-on workshop
Client Reception training in Lugano — hands-on workshop
Client Reception training in Lugano — on the ground
Client Reception training in Lugano — on the ground

More articles on Client Reception

Research · Lugano
Smiling on demand: the cost of emotional labour at reception
Research · Lausanne
The Service Recovery Paradox: Myth or Reality?
Research · Geneva
Employee Engagement and Customer Satisfaction: What the Research Says
Field · Sion
What we actually learn about on the ground in Sion: what client reception truly reveals about organisations

More articles on Lugano

Research · Building AI Assistants and Agents Without Coding
AI Agent Hallucinations: Designing for Verification
Field · Complex Management
What we actually learn about on the ground in Lugano: what complex management truly reveals about organisations
Method · Complex Management
Intervention note: method: structuring a complex management initiative in Lugano over 90 days
Expert view · Complex Management
From the inside: complex Management in Lugano: what ten years of practice have taught us