|Title: ||Customer relationship management information systems (CRM-IS) and the realisation of moral agency|
|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 |
|Additional Links: ||http://www.emeraldinsight.com/info/journals/jices/jices.jsp|
|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.|
|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
|Appears in Collections: ||Department of Marketing, Operations and Digital Business|
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