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

Persistent Link:
http://hdl.handle.net/10150/625478
Title:
USER COMPENSATION AS A DATA BREACH RECOVERY ACTION: AN INVESTIGATION OF THE SONY PLAYSTATION NETWORK BREACH
Author:
Goode, Sigi; Hoehle, Hartmut; Venkatesh, Viswanath; Brown, Susan A.
Affiliation:
Univ Arizona, Dept Management Informat Syst
Issue Date:
2017-09
Publisher:
SOC INFORM MANAGE-MIS RES CENT
Citation:
.Goode, S., Hoehle, H., Venkatesh, V., & Brown, S. A. (2017). USER COMPENSATION AS A DATA BREACH RECOVERY ACTION: AN INVESTIGATION OF THE SONY PLAYSTATION NETWORK BREACH. MIS Quarterly, 41(3), 703-A16.
Journal:
MIS QUARTERLY
Rights:
Copyright © of MIS Quarterly is the property of MIS Quarterly and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use.
Collection Information:
This item from the UA Faculty Publications collection is made available by the University of Arizona with support from the University of Arizona Libraries. If you have questions, please contact us at repository@u.library.arizona.edu.
Abstract:
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.
Note:
60 month embargo; published: Sept 2017
ISSN:
0276-7783
Keywords:
Data breach; security; service recovery; compensation; Sony
Version:
Final published version

Full metadata record

DC FieldValue Language
dc.contributor.authorGoode, Sigien
dc.contributor.authorHoehle, Hartmuten
dc.contributor.authorVenkatesh, Viswanathen
dc.contributor.authorBrown, Susan A.en
dc.date.accessioned2017-09-12T23:39:08Z-
dc.date.available2017-09-12T23:39:08Z-
dc.date.issued2017-09-
dc.identifier.citation.Goode, S., Hoehle, H., Venkatesh, V., & Brown, S. A. (2017). USER COMPENSATION AS A DATA BREACH RECOVERY ACTION: AN INVESTIGATION OF THE SONY PLAYSTATION NETWORK BREACH. MIS Quarterly, 41(3), 703-A16.en
dc.identifier.issn0276-7783-
dc.identifier.urihttp://hdl.handle.net/10150/625478-
dc.description.abstractDrawing 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.en
dc.language.isoenen
dc.publisherSOC INFORM MANAGE-MIS RES CENTen
dc.rightsCopyright © of MIS Quarterly is the property of MIS Quarterly and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use.en
dc.subjectData breachen
dc.subjectsecurityen
dc.subjectservice recoveryen
dc.subjectcompensationen
dc.subjectSonyen
dc.titleUSER COMPENSATION AS A DATA BREACH RECOVERY ACTION: AN INVESTIGATION OF THE SONY PLAYSTATION NETWORK BREACHen
dc.typeArticleen
dc.contributor.departmentUniv Arizona, Dept Management Informat Systen
dc.identifier.journalMIS QUARTERLYen
dc.description.note60 month embargo; published: Sept 2017en
dc.description.collectioninformationThis item from the UA Faculty Publications collection is made available by the University of Arizona with support from the University of Arizona Libraries. If you have questions, please contact us at repository@u.library.arizona.edu.en
dc.eprint.versionFinal published versionen
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