{
  "title": "Frontline management in the canton of Lucerne: who resolves conflicting instructions?",
  "url": "https://shr.swiss/blog/management-proximite-canton-lucerne-arbitrer-consignes-contradictoires-en",
  "language": "en",
  "datePublished": "2026-06-14",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://shr.swiss",
    "address": "184 route de Saint-Julien, 1228 Plan-les-Ouates, Suisse"
  },
  "summary": "Short decision-making channels do not guarantee compatible expectations. Research suggests distinguishing unclear responsibilities from instructions that cannot be fulfilled simultaneously.",
  "section": "Research",
  "topic": "Frontline Management",
  "place": {
    "name": "Lucerne",
    "region": "Lucerne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "1. What the literature distinguishes",
      "point": "John R."
    },
    {
      "heading": "2. Associations that extend beyond performance",
      "point": "Susan E."
    },
    {
      "heading": "3. The premature conclusion: formalise everything",
      "point": "One might conclude that detailed job descriptions and procedures are all that is needed."
    },
    {
      "heading": "4. What the evidence cannot establish",
      "point": "These studies do not investigate businesses in the canton of Lucerne, and the observed associations are insufficient to establish causality."
    },
    {
      "heading": "5. A practical check in Lucerne",
      "point": "As an application exercise for the “Management de proximité” programme, a manager at a hotel in Lucerne could trial a log of conflicting instructions for one month, without recording personal data."
    }
  ],
  "sources": [
    {
      "authors": "Lirtzman",
      "year": "1970",
      "source": "Administrative Science Quarterly"
    },
    {
      "authors": "Schuler",
      "year": "1985",
      "source": "Organizational Behavior and Human Decision Processes"
    }
  ],
  "wordCount": 418,
  "image": "https://shr.swiss/img/blog-Training-Frontline-Management-Lucerne-management-proximite-canton-lucerne-arbitrer-consignes-contradictoires-en.jpg?v=4",
  "translations": {
    "fr": "https://shr.swiss/blog/management-proximite-canton-lucerne-arbitrer-consignes-contradictoires",
    "en": "https://shr.swiss/blog/management-proximite-canton-lucerne-arbitrer-consignes-contradictoires-en",
    "de": "https://shr.swiss/blog/management-proximite-canton-lucerne-arbitrer-consignes-contradictoires-de",
    "it": "https://shr.swiss/blog/management-proximite-canton-lucerne-arbitrer-consignes-contradictoires-it"
  },
  "relatedPages": {
    "programme": "https://shr.swiss/formation-management-de-proximite-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."
}