The contradictions of CRM - A critical lens on call centres

Authors:
Helen J. Richardson;Debra Howcroft
Affiliations:
Information Systems Institute, University of Salford, Salford M5 4WT, UK;Manchester Business School, University of Manchester, Manchester M13 9PL, UK
Venue:
Information and Organization
Year:
2006

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Abstract

This paper aims to explore the contradictions of CRM systems and their use in call centres and in doing so contribute to the literature on critical information systems research. By invoking a critical perspective our analysis shows significant contradictions between system objectives and outcomes in practice. With reference to the work of Pierre Bourdieu, a sociologist and critical social theorist, we highlight the powerful theoretical lens that his work can provide for information systems researchers. Using an empirical study, which draws upon Bourdieu's key concepts of field, habitus, logic of practice and symbolic violence, we illustrate how these processes of contradiction operate at the local level in the context of the field.