USER COMPENSATION AS A DATA BREACH RECOVERY ACTION: AN INVESTIGATION OF THE SONY PLAYSTATION NETWORK BREACH

• 成果类型: Article
• 署名作者: Goode, Sigi; Hoehle, Hartmut; Venkatesh, Viswanath; Brown, Susan A.
• 署名单位: Australian National University; University of Arkansas System; University of Arkansas Fayetteville; University of Arizona
• 刊物名称: MIS QUARTERLY
• ISSN/ISSBN: 0276-7783
• 发表日期: 2017
• 页码: 703-+
• 关键词: common method variance; information security breaches; service failure; expectation-confirmation; customer satisfaction; perceived justice; consumer responses; moderating impact; policy compliance; met-expectations

摘要

Drawing on expectation confirmation research, we develop hypotheses regarding the effect of compensation on key customer outcomes following a major data breach and consequent service recovery effort. Data were collected in a longitudinal field study of Sony customers during their data breach in 2011. A total of 144 customers participated in the two-phase data collection that began when the breach was announced and concluded after reparations were made. Using polynomial modeling and response surface analysis, we demonstrate that a modified assimilation-contrast model explained perceptions of service quality and continuance intention and a generalized negativity model explained repurchase intention. The results of our work contribute to research on data breaches and service failure by demonstrating the impacts of compensation on customer outcomes. We discuss theoretical and practical implications.