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:	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:	04 Apr 2018 15:26
URI:	http://usir.salford.ac.uk/id/eprint/18910

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