Virtue ethics and customer relationship management: towards a more holistic approach for the development of 'best practice'
David Bourget (Western Ontario)
David Chalmers (ANU, NYU)
Rafael De Clercq
Ezio Di Nucci
Jonathan Jenkins Ichikawa
Jack Alan Reynolds
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Business Ethics 20 (2):121-130 (2011)
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
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References found in this work BETA
Alasdair C. MacIntyre (2007). After Virtue: A Study in Moral Theory. University of Notre Dame Press.
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Citations of this work BETA
Ignacio Ferrero & Alejo José G. Sison (2014). A Quantitative Analysis of Authors, Schools and Themes in Virtue Ethics Articles in Business Ethics and Management Journals. [REVIEW] Business Ethics: A European Review 23 (4):375-400.
Boudewijn de Bruin (2013). Epistemic Virtues in Business. Journal of Business Ethics 113 (4):583-595.
David Dawson (2015). Two Forms of Virtue Ethics: Two Sets of Virtuous Action in the Fire Service Dispute? Journal of Business Ethics 128 (3):585-601.
Geoff Moore (2015). Corporate Character, Corporate Virtues. Business Ethics: A European Review 24 (S2):99-114.
Alejandro Agafonow (2013). Toward A Positive Theory of Social Entrepreneurship. On Maximizing Versus Satisficing Value Capture. Journal of Business Ethics 125 (4):1-5.
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