Virtue ethics and customer relationship management: towards a more holistic approach for the development of 'best practice'

BULL, Christopher and ADAM, Alison (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), 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
Research Institute, Centre or Group:	Cultural Communication and Computing Research Institute > Communication and Computing Research Centre
Identification Number:	10.1111/j.1467-8608.2011.01613.x
Depositing User:	Rachel Finch
Date Deposited:	25 Sep 2012 16:38
Last Modified:	25 Sep 2012 16:38
URI:	http://shura.shu.ac.uk/id/eprint/6233

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