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 |
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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: | 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: | 16 Feb 2022 13:33 |
URI: | http://usir.salford.ac.uk/id/eprint/18910 |
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