Relationship Transparency-Trust Cycle: A Matter of Trust and Competency for Frontline Managers

Abstract

The effectiveness and competencies of a frontline manager are of utmost importance. Study maps the phenomenon of relationship transparency-trust cycle in business marketing. Additionally, it develops a framework for organizations and managers to implement. Applying an extensive interdisciplinary literature review and the Delphi technique, this study identifies cyclic relationship transparency and interpersonal trust phenomena. Answers to research questions were collected from 12 conveniently chosen experts in business marketing. Extant literature in the area of relationship transparency mostly reflects unidirectional observations. This study discusses an integrated framework of relationship transparency, interpersonal trust, and business outcome, which could conclusively explain the antecedents, consequences, and far-reaching effects of relationship transparency. Uniquely, research also explores relationship transparency as a frontline manager’s competency. This framework offers useful guidelines for practitioners for professional development in managing relationships for intended and sustainable business outcomes. Further, this reflects several research propositions for future empirical work on relationship transparency and competency.