USER compensation as a data breach recovery action: An investigation of the sony playstation network breach

Sigi Goode, Hartmut Hoehle, Viswanath Venkatesh, Susan A. Brown

    Research output: Contribution to journalArticlepeer-review

    131 Citations (Scopus)

    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.

    Original languageEnglish
    Pages (from-to)703-727
    Number of pages25
    JournalMIS Quarterly: Management Information Systems
    Volume41
    Issue number3
    DOIs
    Publication statusPublished - Sept 2017

    Fingerprint

    Dive into the research topics of 'USER compensation as a data breach recovery action: An investigation of the sony playstation network breach'. Together they form a unique fingerprint.

    Cite this