Search
  Advanced Search
 
Journal search
Journal cover: Journal of Information, Communication and Ethics in Society

Journal of Information, Communication and Ethics in Society

ISSN: 1477-996X

Online from: 2003

Subject Area: Information and Knowledge Management

Content: Latest Issue | icon: RSS Latest Issue RSS | Previous Issues

Options: To add Favourites and Table of Contents Alerts please take a Emerald profile

Previous article.Icon: Print.Table of Contents.Next article.Icon: .

Customer relationship management information systems (CRM-IS) and the realisation of moral agency


Document Information:
Title:Customer relationship management information systems (CRM-IS) and the realisation of moral agency
Author(s):Christopher Bull, (Manchester Metropolitan University, Manchester, UK), Alison Adam, (University of Salford, Salford, UK)
Citation:Christopher Bull, Alison Adam, (2010) "Customer relationship management information systems (CRM-IS) and the realisation of moral agency", Journal of Information, Communication and Ethics in Society, Vol. 8 Iss: 2, pp.164 - 177
Keywords:Customer relations, Customer service management, Ethics, Management information systems
Article type:Research paper
DOI:10.1108/14779961011040578 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Abstract:

Purpose – The purpose of this paper is to examine how the design of characteristics and use of practices incorporated in customer relationship management information systems (CRM-IS) impact on the expression and realisation of moral agency within organisations.

Design/methodology/approach – The paper draws on the findings from an in-depth UK case study of a CRM-IS implementation.

Findings – The paper finds that some characteristics and practices within CRM-IS can restrict the expression and realisation of moral agency in organisational life, resulting in a number of problems. For a greater consideration of MacIntyre's virtue ethics approach in order to respond to such challenges is argued.

Originality/value – The paper offers a relatively rare insight into the significance of the ethical issues arising from the organisational use of CRM-IS and strategies. The paper should be of interest to managers, computer professionals and academics.



Fulltext Options:

Login

Login

Existing customers: login
to access this document

Login


- Forgot password?
- Athens/Institutional login

Purchase

Purchase

Downloadable; Printable; Owned
HTML, PDF (89kb)Purchase

To purchase this item please login or register.

Login


- Forgot password?

Recommend to your librarian

Complete and print this form to request this document from your librarian


Marked list


Bookmark & share

Reprints & permissions