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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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.
|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|
|Depositing User:||AE Adam|
|Date Deposited:||08 Nov 2011 11:31|
|Last Modified:||18 Aug 2014 13:38|
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