Home > Research > Publications & Outputs > The devil and customer relationship management
View graph of relations

The devil and customer relationship management

Research output: Contribution to Journal/MagazineJournal articlepeer-review

Published

Standard

The devil and customer relationship management. / Knox, H; O'Doherty, D; Vurdubakis, T et al.
In: Journal of Cultural Economy, Vol. 3, No. 3, 2010, p. 339-359.

Research output: Contribution to Journal/MagazineJournal articlepeer-review

Harvard

Knox, H, O'Doherty, D, Vurdubakis, T & Westrup, C 2010, 'The devil and customer relationship management', Journal of Cultural Economy, vol. 3, no. 3, pp. 339-359. https://doi.org/10.1080/17530350.2010.506320

APA

Knox, H., O'Doherty, D., Vurdubakis, T., & Westrup, C. (2010). The devil and customer relationship management. Journal of Cultural Economy, 3(3), 339-359. https://doi.org/10.1080/17530350.2010.506320

Vancouver

Knox H, O'Doherty D, Vurdubakis T, Westrup C. The devil and customer relationship management. Journal of Cultural Economy. 2010;3(3):339-359. doi: 10.1080/17530350.2010.506320

Author

Knox, H ; O'Doherty, D ; Vurdubakis, T et al. / The devil and customer relationship management. In: Journal of Cultural Economy. 2010 ; Vol. 3, No. 3. pp. 339-359.

Bibtex

@article{a910c5d0f1584891812a29e4f54a088b,
title = "The devil and customer relationship management",
abstract = "The paper takes as its starting point the diffusion of ICT applications associated with so-called {\textquoteleft}customer relationship management{\textquoteright} (CRM). CRM encourages organisations to shift their understanding of customers from an episodic and transaction-based perspective to one that emphasises continuous {\textquoteleft}relationship management{\textquoteright}. CRM applications thus promise to deliver more, real-time accurate information about consumer habits and behaviours therefore allowing organisations to maximise their extraction of business value. This paper explores the ways in which such inscriptive technologies are not merely referential but also constitutive of contemporary re-presentations and ideals of the consuming subject. Focusing on what we might call the {\textquoteleft}digital doubles{\textquoteright} of customer relationship management the authors explore how such inscriptive apparatuses simultaneously work to perform an image of the consuming subject, whilst also appearing endemically prone to instability and representational excess. Through an investigation of managerial imagery of computer enabled CRM, the paper explores the ways in which ambiguity and ambivalence continue to haunt advances in corporate technologies of surveillance and tele-control.",
author = "H Knox and D O'Doherty and T Vurdubakis and C Westrup",
year = "2010",
doi = "10.1080/17530350.2010.506320",
language = "English",
volume = "3",
pages = "339--359",
journal = "Journal of Cultural Economy",
issn = "1753-0369",
publisher = "Taylor and Francis Ltd.",
number = "3",

}

RIS

TY - JOUR

T1 - The devil and customer relationship management

AU - Knox, H

AU - O'Doherty, D

AU - Vurdubakis, T

AU - Westrup, C

PY - 2010

Y1 - 2010

N2 - The paper takes as its starting point the diffusion of ICT applications associated with so-called ‘customer relationship management’ (CRM). CRM encourages organisations to shift their understanding of customers from an episodic and transaction-based perspective to one that emphasises continuous ‘relationship management’. CRM applications thus promise to deliver more, real-time accurate information about consumer habits and behaviours therefore allowing organisations to maximise their extraction of business value. This paper explores the ways in which such inscriptive technologies are not merely referential but also constitutive of contemporary re-presentations and ideals of the consuming subject. Focusing on what we might call the ‘digital doubles’ of customer relationship management the authors explore how such inscriptive apparatuses simultaneously work to perform an image of the consuming subject, whilst also appearing endemically prone to instability and representational excess. Through an investigation of managerial imagery of computer enabled CRM, the paper explores the ways in which ambiguity and ambivalence continue to haunt advances in corporate technologies of surveillance and tele-control.

AB - The paper takes as its starting point the diffusion of ICT applications associated with so-called ‘customer relationship management’ (CRM). CRM encourages organisations to shift their understanding of customers from an episodic and transaction-based perspective to one that emphasises continuous ‘relationship management’. CRM applications thus promise to deliver more, real-time accurate information about consumer habits and behaviours therefore allowing organisations to maximise their extraction of business value. This paper explores the ways in which such inscriptive technologies are not merely referential but also constitutive of contemporary re-presentations and ideals of the consuming subject. Focusing on what we might call the ‘digital doubles’ of customer relationship management the authors explore how such inscriptive apparatuses simultaneously work to perform an image of the consuming subject, whilst also appearing endemically prone to instability and representational excess. Through an investigation of managerial imagery of computer enabled CRM, the paper explores the ways in which ambiguity and ambivalence continue to haunt advances in corporate technologies of surveillance and tele-control.

U2 - 10.1080/17530350.2010.506320

DO - 10.1080/17530350.2010.506320

M3 - Journal article

VL - 3

SP - 339

EP - 359

JO - Journal of Cultural Economy

JF - Journal of Cultural Economy

SN - 1753-0369

IS - 3

ER -