Virtue ethics and customer relationship management: towards a more holistic approach for the development of 'best practice'
Graduate studies at Western
Business Ethics 20 (2):121-130 (2011)
|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|
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