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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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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cited_by cdi_FETCH-LOGICAL-c3098-f38080dcdaebfedd4c191f6faf8c4102ce59af24a28d23b764d446cffea87f573
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container_title Journal of information, communication & ethics in society (Online)
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creator Bull, Christopher
Adam, Alison
description 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.
doi_str_mv 10.1108/14779961011040578
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source Library & Information Science Abstracts (LISA); Social Science Premium Collection; ABI/INFORM Global; Emerald:Jisc Collections:Emerald Subject Collections HE and FE 2024-2026:Emerald Premier (reading list); Library & Information Science Collection; Sociology Collection
subjects Customer relationship management
Customer retention
Customers
Ethics
Management information systems
Morality
Studies
Systems design
title Customer relationship management information systems (CRM-IS) and the realisation of moral agency
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