C Bull
Virtue ethics and customer relationship management: towards a more holistic approach for the development of best practice
Bull, C; Adam, A
Authors
A Adam
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.
Citation
Bull, C., & 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), 121-130. https://doi.org/10.1111/j.1467-8608.2011.01613.x
Journal Article Type | Article |
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Publication Date | Apr 1, 2011 |
Deposit Date | Nov 8, 2011 |
Journal | Business Ethics: A European Review |
Print ISSN | 0962-8770 |
Publisher | Wiley |
Peer Reviewed | Peer Reviewed |
Volume | 20 |
Issue | 2 |
Pages | 121-130 |
DOI | https://doi.org/10.1111/j.1467-8608.2011.01613.x |
Publisher URL | http://dx.doi.org/10.1111/j.1467-8608.2011.01613.x |