customer relationship management system (crm) and information ethics in call centres - 'you are the weakest link. goodbye!'

Клики: 285
ID: 236628
2002
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Ranked #18 of 68 articles by views in expert review of clinical pharmacology

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Аннотация
This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in this account we explore the historical development of the telegraph and work in early telephone exchanges and find the same old story. Our consideration of the ethics of CRM system use and some inherent contradictions are in terms of privacy, communication richness, management methods and computer ethics in an organizational context. Call centres today are viewed by some as offering satisfying employment of intrinsic value, for others, they are the 'new sweatshops of the 21st century' (Belt et al 2000). Our interpretative field study makes a contribution to this debate.
Ссылочный ключ
richardson2002australasiancustomer Используйте этот ключ для автоцитирования в рукописи при использовании SciMatic Manuscript Manager или Thesis Manager
Авторы ;Helen Richardson;Kate Richardson
Журнал expert review of clinical pharmacology
Год 2002
DOI
10.3127/ajis.v9i2.203
URL
http://journal.acs.org.au/index.php/ajis/article/view/203
Ключевые слова
united kingdom CRM computer science ethicsinformation technologyelectronic computers

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