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

Customer relationship management information systems (CRM‐IS) and the realisation of moral agency 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Information, Communication and Ethics in Society Emerald Publishing

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

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Publisher
Emerald Publishing
Copyright
Copyright © 2010 Emerald Group Publishing Limited. All rights reserved.
ISSN
1477-996X
DOI
10.1108/14779961011040578
Publisher site
See Article on Publisher Site

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.

Journal

Journal of Information, Communication and Ethics in SocietyEmerald Publishing

Published: May 4, 2010

Keywords: Customer relations; Customer service management; Management information systems; Ethics

References