Ethical dilemmas in customer relationship management
This chapter looks at the ethical nature of customer relationship management (CRM) in organisations and examines whether or not the trust on which data collection and storage depend are justified. Knowledge about customers and clients has become one of the most critical driving forces for business success, and intelligent organisations believe that knowing as much about the customer as possible is an asset that grows with time and gives the organisation the ability to continuously compete and innovate (Gupta, Lakshmi and Aronson, 2000).
KeywordsBusiness Ethic Intellectual Property Knowledge Sharing Tacit Knowledge Ethical Dilemma
Unable to display preview. Download preview PDF.
- Baskerville, R. and Dulipovici, A. (2006) The Ethics of Knowledge Transfers and Conversions: Property or Privacy Rights? Proceedings of the 39th Hawaii International Conference on System Sciences.Google Scholar
- Kotler, P. et al. (2011) Marketing Management 1st European edition. Pearson Education Ltd.Google Scholar
- Land, E, Nolas, S.-M. and Amjad, U. (2004) ‘Knowledge Management: The Darker Side of Knowledge Management’. ETHICOMP Conference, University of the Aegean, April 2004.Google Scholar
- Larrat, P. and McKinley, M. (2004). ‘Competitive Intelligence in France: Intentional or Incidental?’ Proceedings of the Conference on Emerging Issues in Business and Technology, Myrtle Beach SC, October 2004.Google Scholar
- Lockton (2011) Cyber Liability Market Update (May, 2011) available at: http://www.locktonmarketupdate.com/Docs/CyberLiability.pdf [accessed 30 August 2011].
- Manach, J.M. (2011) ‘Bug Brother’. LeMonde 28 January, 2011. Paris.Google Scholar
- Martinet, B. and Marti, Y.-M. (2001) L’Intelligence économique et concurrentielle: les yeux et les oreilles de l’entreprise. 2nd edition, Paris: Editions d’Organisations.Google Scholar
- McAllister, B. and Cripe, B. (2008) ‘Improper release of proprietary information’, The CPA Journal, Vol. 78, No. 3, 52–55.Google Scholar
- Stanton, J.M. and Stam, K.R. (2003) ‘Information Technology, privacy, and power within organisations: A view from boundary theory and social exchange perspectives’, Surveillance & Society, Vol. 1, No. 2, 152–190.Google Scholar
- The Society of Competitive Intelligence Professionals. Online at www.scip.org [accessed 12 September 2011].Google Scholar
- Zack, M. (1999) ‘Managing codified knowledge’, Sloan Management Review, Vol. 40, No. 4, 45–48.Google Scholar