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Customer relationship management information systems (CRM-IS) and the realisation of moral agency

Bull, Christopher M. and Adam, Alison E. (2010) Customer relationship management information systems (CRM-IS) and the realisation of moral agency. Journal of Information Communication and Ethics in Society, 2010, vol. 8, no. 2, pp. 164 - 177. ISSN 1758-8871

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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
Additional Information: Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in Journal of Information, Communication & Ethics in Society, published by and copyright Emerald Group Publishing Ltd.
Divisions: Faculties > Faculty of Business and Law > Department of Marketing, Operations and Digital Business
Date Deposited: 29 Apr 2010 11:09
Last Modified: 13 Oct 2016 03:01
URI: http://e-space.mmu.ac.uk/id/eprint/97648


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