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espace at MMU > Faculties > Faculty of Business and Law > Department of Marketing, Operations and Digital Business > Customer relationship management information systems (CRM-IS) and the realisation of moral agency

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Title: Customer relationship management information systems (CRM-IS) and the realisation of moral agency
Authors: Bull, Christopher M.
Adam, Alison E.
Publisher: Emerald Group Publishing Ltd.
Journal: Journal of Information Communication and Ethics in Society, 2010, vol. 8, no. 2, pp. 164 - 177
Issue Date: 2010
DOI: 10.1108/14779961011040578
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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.
Type: Article
Language: en
Description: Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in Journal of Information, Communication & Ethics in Society, published by and copyright Emerald Group Publishing Ltd.
Keywords: Customer relations
Customer service management
Management information systems
ISSN: 1477-996X
Appears in Collections: Department of Marketing, Operations and Digital Business

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