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The contradictions of CRM: a critical lens on call centres

Richardson, HJ and Howcroft, D 2006, 'The contradictions of CRM: a critical lens on call centres' , Information and Organization, 16 (2) , pp. 143-168.

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Abstract

This paper aims to explore the contradictions of CRM systems and their use in call centres and in doing so contribute to the literature on critical information systems research. By invoking a critical perspective our analysis shows significant contradictions between system objectives and outcomes in practice. With reference to the work of Pierre Bourdieu, a sociologist and critical social theorist, we highlight the powerful theoretical lens that his work can provide for information systems researchers. Using an empirical study which draws upon Bourdieu’s key concepts of field, habitus, logic of practice and symbolic violence, we illustrate how these processes of contradiction operate at the local level in the context of the field.

Item Type: Article
Uncontrolled Keywords: CRM systems; Call centres; Contradictions; Empirical critical research; Bourdieu; Field; Habitus; Logic of practice; Symbolic violence
Themes: Subjects / Themes > H Social Sciences > HF Commerce > HF5001 Business
Subjects / Themes > Q Science > QA Mathematics > QA075 Electronic computers. Computer science
Subjects outside of the University Themes
Schools: Colleges and Schools > College of Business & Law > Salford Business School > International Strategy People Management & Salford Law
Journal or Publication Title: Information and Organization
Publisher: Elsevier
Refereed: Yes
ISSN: 14717727
Depositing User: H Kenna
Date Deposited: 05 Jan 2009 11:32
Last Modified: 20 Aug 2013 16:50
URI: http://usir.salford.ac.uk/id/eprint/880

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