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

2.50
Hdl Handle:
http://hdl.handle.net/2173/97648
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
URI:
http://hdl.handle.net/2173/97648
DOI:
10.1108/14779961011040578
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.
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; Ethics; Management information systems
ISSN:
1477-996X; 1758-8871

Full metadata record

DC FieldValue Language
dc.contributor.authorBull, Christopher M.en
dc.contributor.authorAdam, Alison E.en
dc.date.accessioned2010-04-29T11:09:55Z-
dc.date.available2010-04-29T11:09:55Z-
dc.date.issued2010-
dc.identifier.issn1477-996X-
dc.identifier.issn1758-8871-
dc.identifier.doi10.1108/14779961011040578-
dc.identifier.urihttp://hdl.handle.net/2173/97648-
dc.descriptionFull-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.en
dc.description.abstractPurpose – 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.en
dc.language.isoenen
dc.publisherEmerald Group Publishing Ltd.en
dc.relation.urlhttp://www.emeraldinsight.com/info/journals/jices/jices.jspen
dc.subjectCustomer relationsen
dc.subjectCustomer service managementen
dc.subjectEthicsen
dc.subjectManagement information systemsen
dc.titleCustomer relationship management information systems (CRM-IS) and the realisation of moral agencyen
dc.typeArticleen
dc.identifier.journalJournal of Information Communication and Ethics in Society, 2010, vol. 8, no. 2, pp. 164 - 177en
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