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La Gestion de Relation Client non éthique en pratique: Un agenda pour la recherche future

Author

Listed:
  • Gilles N’goala

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

Abstract

Dans notre monde connecté, l'utilisation des capacités inhérentes à CRM crée potentiellement de nouvelles formes d'asymétrie d'information et d'opacité (big data), de nouvelles formes d'opportunisme (recherche d'intérêt personnel avec ruse), de nouvelles formes d'exploitation de la vulnérabilité et des faiblesses des clients, de nouvelles causes de défiance, de nouvelles situations injustes (inéquité), et ainsi de nouveaux comportements destructeurs (déloyauté, vengeance, vandalisme, agressivité, etc.). Cet article soulève ces questions éthiques et développe des voies de recherche futures.

Suggested Citation

  • Gilles N’goala, 2015. "La Gestion de Relation Client non éthique en pratique: Un agenda pour la recherche future," Post-Print hal-02057343, HAL.
    • Handle: RePEc:hal:journl:hal-02057343
    as

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