Online from: 2003
Subject Area: Information and Knowledge Management
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|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|
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.
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