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Reading Group Jan 29 2008

The contradictions of CRM - a critical lens on call centres

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Jan 29, 2008
from 06:00 PM to 07:55 PM


Common Room

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Perhaps one of the better Critical IS papers?

The contradictions of CRM - a critical lens on call centres, Helen J. Richardson and Debra Howcroft, Information and Organization, Volume 16, Issue 2, May 2006, Pages 143-168


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.

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