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CRM systems and information ethics in call centres - you are the weakest link Goodbye!

Richardson, H and Richardson, K 2002, 'CRM systems and information ethics in call centres - you are the weakest link Goodbye!' , Australian Journal of Information Systems, 9 (2) .

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Abstract

This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in this account we explore the historical development of the telegraph and work in early telephone exchanges and find the same old story. Our consideration of the ethics of CRM system use and some inherent contradictions are in terms of privacy, communication richness, management methods and computer ethics in an organizational context. Call centres today are viewed by some as offering satisfying employment of intrinsic value, for others, they are the ‘new sweatshops of the 21st century’ (Belt et al 2000). Our interpretative field study makes a contribution to this debate.

Item Type: Article
Themes: Media, Digital Technology and the Creative Economy
Schools: Colleges and Schools > College of Business & Law > Salford Business School > Centre for Digital Business
Journal or Publication Title: Australian Journal of Information Systems
Publisher: Australian Computer Society Inc.
Refereed: Yes
ISSN: 1039-7841
Depositing User: HJ Richardson
Date Deposited: 06 Oct 2011 13:35
Last Modified: 20 Aug 2013 17:11
URI: http://usir.salford.ac.uk/id/eprint/17950

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