Abstract
We are said to be living in a new and global ‘knowledge economy’ where individuals and organisations are urged to change their way of working, learning and living. Nevertheless there are limitations and contradictions when it comes to managing knowledge, let alone making sense of knowledge management in the context of organisational practice. This paper focuses on research analysing Customer Relationship Management (CRM) systems, their relationship to knowledge management and their use in call centres in the UK. Assuming a critical research approach, case analysis shows significant contradictions between system objectives and outcomes in practice. By referring to the work of Pierre Bourdieu, a sociologist and critical social theorist, Information Systems (IS) researchers are provided with tools of analysis. In this paper I shall show how key concepts of field, habitus, logic of practice and symbolic violence gave fresh insights into the study of CRM systems in call centres.
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Richardson, H.J. (2003). CRM in Call Centres. In: Korpela, M., Montealegre, R., Poulymenakou, A. (eds) Organizational Information Systems in the Context of Globalization. IFIP — The International Federation for Information Processing, vol 126. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-35695-2_5
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DOI: https://doi.org/10.1007/978-0-387-35695-2_5
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