Home⇛ADMINISTRA Official Research Journal of the BSOA Program⇛vol. 2 no. 1 (2026)

Professional Demeanor And Etiquette Of Frontliners: Its Influence On Corporate Image

Gimaima Gattoc | Marvin Antonio | May Joy Gasmin | Reinjel Hernandez | Lorelie B. Marquez

Discipline: management studies

 

Abstract:

This study was conducted to investigate the influence of professional demeanor and professional etiquette of frontliners on the corporate image of selected government and non-government organizations in Diffun, Quirino. Specifically, it assessed professional demeanor in terms of professional appearance and grooming, confidence and composure, communication effectiveness, emotional intelligence, and workplace behavior; professional etiquette in terms of courtesy and respect toward clients, customer service behavior, digital/telephone etiquette, and ethical and professional conduct; and corporate image in terms of organizational professionalism, trustworthiness, service quality perception, organizational reputation, and client satisfaction. A descriptive-correlational predictive research design was employed involving 138 frontliners selected through simple random sampling. Data were collected using a validated and reliable questionnaire and analyzed using frequency, percentage, mean, Pearson correlation, and multiple linear regression. The findings showed strong agreement across the dimensions of professional demeanor, professional etiquette, and perceived corporate image. Professional demeanor was significantly and positively related to corporate image, with correlation coefficients ranging from low to moderate/strong relationships. Professional etiquette showed moderate to strong positive relationships with corporate image and a greater predictive contribution than professional demeanor. Stepwise regression showed that professional demeanor explained up to 41.2% of the variance in corporate image, while professional etiquette explained up to 69.1%. The study concludes that both professional demeanor and professional etiquette are important to organizational image, with particular attention needed for communication, customer service, emotional intelligence, ethical conduct, and professional presentation.



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