Bull, C and Adam, A 2010, 'Customer relationship management information systems (CRM-IS) and the realisation of moral agency' , Journal of Information, Communication and Ethics in Society, 8 (2) , pp. 164-177.
![]() |
PDF
- Published Version
Restricted to Repository staff only Download (89kB) |
Abstract
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.
Item Type: | Article |
---|---|
Themes: | Media, Digital Technology and the Creative Economy |
Schools: | Schools > School of Health and Society > Centre for Applied Research in Health, Welfare and Policy |
Journal or Publication Title: | Journal of Information, Communication and Ethics in Society |
Publisher: | Emerald |
Refereed: | Yes |
ISSN: | 1477-996X |
Depositing User: | AE Adam |
Date Deposited: | 08 Nov 2011 11:29 |
Last Modified: | 16 Feb 2022 13:33 |
URI: | http://usir.salford.ac.uk/id/eprint/18909 |
Actions (login required)
![]() |
Edit record (repository staff only) |