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Virtue ethics and customer relationship management: towards a more holistic approach for the development of best practice

Bull, C and Adam, A 2011, 'Virtue ethics and customer relationship management: towards a more holistic approach for the development of best practice' , Business Ethics: A European Review, 20 (2) , pp. 121-130.

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    Abstract

    This paper focuses much-needed attention on the ethical nature of customer relationship management (CRM) strategies in organisations. The research uses an in-depth case study to reflect on the design, implementation and use of ‘best practice’ associated with CRM. We argue that conventional CRM philosophy is based on a fairly narrow construct that fails to consider ethical issues appropriately. We highlight why ethical considerations are important when organisations use CRM and how a more holistic approach incorporating some of Alasdair MacIntyre's ideas on virtue ethics could be relevant.

    Item Type: Article
    Themes: Media, Digital Technology and the Creative Economy
    Schools: Colleges and Schools > College of Health & Social Care > School of Nursing, Midwifery, Social Work & Social Sciences > Centre for Social Research
    Journal or Publication Title: Business Ethics: A European Review
    Publisher: Blackwell Publishing
    Refereed: Yes
    ISSN: 0962-8770
    Depositing User: AE Adam
    Date Deposited: 08 Nov 2011 11:31
    Last Modified: 18 Aug 2014 13:38
    URI: http://usir.salford.ac.uk/id/eprint/18910

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