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...

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Bibliographic Details
Published in:Journal of information, communication & ethics in society (Online) communication & ethics in society (Online), 2010-05, Vol.8 (2), p.164-177
Main Authors: Bull, Christopher, Adam, Alison
Format: Article
Language:English
Subjects:
Customer relationship management
Customer retention
Customers
Ethics
Management information systems
Morality
Studies
Systems design
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Summary: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.
ISSN:1477-996X
1758-8871
DOI:10.1108/14779961011040578