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, 8 (2). pp. 164-177. ISSN 1758-8871

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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.