{
  "title": "Communication in the canton of Lucerne: when can an apology restore trust?",
  "url": "https://shr.swiss/blog/communication-canton-lucerne-excuses-retablir-confiance-en",
  "language": "en",
  "datePublished": "2026-06-16",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://shr.swiss",
    "address": "184 route de Saint-Julien, 1228 Plan-les-Ouates, Suisse"
  },
  "summary": "After a service failure, apologising seems the obvious response. Its effect nevertheless depends on what the incident calls into question: competence or integrity.",
  "section": "Research",
  "topic": "Communication",
  "place": {
    "name": "Lucerne",
    "region": "Lucerne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "1. What the literature establishes: the nature of the doubt matters",
      "point": "Peter H."
    },
    {
      "heading": "2. A second mechanism: actions after words",
      "point": "Maurice E."
    },
    {
      "heading": "3. The hasty conclusion: denial would be better",
      "point": "These findings do not justify denying an established fact whenever integrity is at stake."
    },
    {
      "heading": "4. The limits: a local relationship is more than an experiment",
      "point": "These studies do not investigate Lucerne businesses or their customer relationships."
    },
    {
      "heading": "5. A practical check in Lucerne",
      "point": "Consider a hypothetical example: a hotel in Lucerne confirms a service for a tourist group that it subsequently cannot provide."
    }
  ],
  "sources": [
    {
      "authors": "Dirks",
      "year": "2004",
      "source": "Journal of Applied Psychology"
    },
    {
      "authors": "Bradlow",
      "year": "2006",
      "source": "Organizational Behavior and Human Decision Processes"
    }
  ],
  "wordCount": 425,
  "image": "https://shr.swiss/img/blog-Training-Communication-Lucerne-communication-canton-lucerne-excuses-retablir-confiance-en.jpg?v=4",
  "translations": {
    "fr": "https://shr.swiss/blog/communication-canton-lucerne-excuses-retablir-confiance",
    "en": "https://shr.swiss/blog/communication-canton-lucerne-excuses-retablir-confiance-en",
    "de": "https://shr.swiss/blog/communication-canton-lucerne-excuses-retablir-confiance-de",
    "it": "https://shr.swiss/blog/communication-canton-lucerne-excuses-retablir-confiance-it"
  },
  "relatedPages": {
    "programme": "https://shr.swiss/formation-communication-lucerne",
    "city": "https://shr.swiss/formations-ville/lucerne",
    "blog": "https://shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}