Transparency guru: an interview with Tom McManus

Abstract

PurposeIn this interview, Tom McManus and Dr Harold Lazarus explore transparency as both an approach and an outcome in the management of organizations, and the relation of transparency to corporate strategy. The interview aims to offer context and perspective on transparency.Design/methodology/approachUtilizing the format of an interview, the reader is introduced to transparency in general and as a management principle.FindingsAs the global economy continues to become a reality, as large corporations continue to get bigger and more multinational, as information technology continues to advance, there is going to be a lot of stakeholder dispute around issues related to transparency in the coming years. Stakeholders such as customers, shareholders, and voters are holding management accountable. Information matters, and stakeholders have access to an unprecedented quantity and quality of information. Practical application of transparency is not simple, and many qualified and interesting people are developing the field.Originality/valueTransparency is often talked about as a remedy for corruption and criminality. This interview explores a component of transparency that has not received the same attention – transparency as a principle in management.

Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others

“…In accordance with vicarious learning, we expect that transparent information provided during social media service recoveries influences VPOs' perceptions of the company. Specifically, we reason that a transparent service recovery sends a signal of trustworthiness (Lazarus and McManus 2006), which may increase (potential) customers' behavioral intentions (Liu et al 2015). That is, companies that act transparently are likely to increase customers' intentions to spread positive WOM and to purchase from them (Kang and Hustvedt 2014).…”

Digital transparency: Dimensions, antecedents and consequences on the quality of customer relationships

“…Miyazaki (2008) shows that informing consumers about the use of their data increases trust in the website and increases use and recommendation intentions. Transparency is needed to create a sense of trust, according to Lazarus and McManus (2006) and O’Malley et al (2009). Trust would thus be a consequence of transparency (Lazarus and McManus, 2006; O’Malley et al, 2009; Rawlins, 2008).…”

“…Transparency is needed to create a sense of trust, according to Lazarus and McManus (2006) and O’Malley et al (2009). Trust would thus be a consequence of transparency (Lazarus and McManus, 2006; O’Malley et al, 2009; Rawlins, 2008). However, to our knowledge, there is no research that explains in a granular way how the different dimensions of transparency affect customer trust in the brand.…”

La transparence numérique : dimensions, antécédents et conséquences sur la qualité des relations clients

“…Miyazaki (2008) prouve d’ailleurs qu’informer les consommateurs en ce qui concerne l’usage de leurs données permet d’augmenter la confiance envers le site Internet et les intentions d’utilisation et de recommandation. La transparence est nécessaire pour créer un sentiment de fiabilité d’après Lazarus et McManus, (2006) et O’Malley et al (2009). La confiance serait ainsi une conséquence de la transparence (Lazarus et McManus, 2006 ; O’Malley et al, 2009 ; Rawlins, 2008).…”