The Effects of Employee Job Titles on Respect Granted by Customers

18 Pages Posted: 30 Aug 2017 Last revised: 31 Aug 2017

See all articles by Kipp Krukowski

Kipp Krukowski

Oklahoma State University - Stillwater - Spears School of Business

Date Written: September 8, 2017

Abstract

Job titles are symbols that can communicate employee attributes and roles within an organization. Companies use job titles to convey qualities of their workers to individuals both inside and outside of the firm. Using signaling theory, this essay discusses how job titles can affect the behavior of customers through information asymmetry, thus allowing employers to potentially influence behaviors. Looking from the other perspective, this essay develops a hypothesis related to the level of respect that customers display towards frontline service employees and how their level of respect may be influenced by employee job titles. A second hypothesis is proposed related to customer perceived value of a transaction and how value may provide a moderating role on the level of respect granted to the employee in the customer-employee interaction.

Keywords: signaling theory, job titles, customer-employee interaction, frontline employees, respect

Suggested Citation

Krukowski, Kipp, The Effects of Employee Job Titles on Respect Granted by Customers (September 8, 2017). Seventh International Engaged Management Scholarship Conference. Available at SSRN: https://ssrn.com/abstract=3027028

Kipp Krukowski (Contact Author)

Oklahoma State University - Stillwater - Spears School of Business ( email )

201 Business
Stillwater, OK 74078-0555
United States

Here is the Coronavirus
related research on SSRN

Paper statistics

Downloads
46
Abstract Views
228
PlumX Metrics