Journal of Business Ethics

, Volume 95, Issue 2, pp 239–257 | Cite as

Monitoring the Ethical Use of Sales Technology: An Exploratory Field Investigation



The use of technology in marketing has become an increasingly important competitive tool in developing and maintaining efficient and productive customer relationships. However, the ethics of using this technology has received little attention. This study investigates how and if marketing organizations are adapting their ethics policies to incorporate use of sales technology (ST). Based on in-depth interviews with executives from a variety of highly regulated to nonregulated business-to-business and business-to-consumer industries, our results show that, although most organizations indeed have codes of ethics, there appears to be a gray area of how these codes address ST. Further, it appears that monitoring the ethical use of ST varies and can be a frustrating and time-consuming issue for marketing and sales executives. Implications of our findings are discussed for the benefit of marketing practitioners, ethics managers, and researchers.


sales technology monitoring systems codes of ethics ethical climate 


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Copyright information

© Springer Science+Business Media B.V. 2010

Authors and Affiliations

  1. 1.University of MississippiUniversityU.S.A.
  2. 2.University of MemphisMemphisU.S.A.
  3. 3.University of AkronAkronU.S.A.

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