Privacy and Security in the Age of Electronic Customer Relationship Management

This article presents a value exchange model of privacy and security for electronic customer relationship management within an electronic commerce environment. Enterprises and customers must carefully manage these new virtual relationships in order to ensure that they both derive value from them and minimize unintended consequences that result from the concomitant exchange of personal information that occurs in e-commerce. Based upon a customer's requirements of privacy and an enterprise requirement to establish markets and sell goods and services, there is a value exchange relationship. The model is an integration of the customer sphere of privacy, sphere of security, and privacy/security sphere of implementation.