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The concept of ethics and its application to businesses should be considered in different fields. Information Systems should not ignore ethical dimensions and their consequences in the use of technologies. Social CRM is a relevant field that could be affected by ethical issues, as its processes require building relationships with customers and analyzing their data. This work examines the literature on ethics and Social CRM to identify potential ethical issues and understand how they affect the different tasks within the different levels of the integrated Social CRM framework. An overview of the ethical issues in each level is provided, as well as an analysis of five best practices identified and selected from the literature.
Viana et al. (Tue,) studied this question.