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 journalArticle

12 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 (US)
Pages (from-to)703-727
Number of pages25
JournalMIS Quarterly: Management Information Systems
Volume41
Issue number3
StatePublished - Sep 1 2017

Fingerprint

Recovery
Surface analysis
Quality of service
Polynomials
Compensation and Redress
Breach
Service recovery
Response surface
Repurchase intention
Modeling
Field study
Data collection
Service failure

Keywords

  • Compensation
  • Data breach
  • Security
  • Service recovery
  • Sony

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems
  • Computer Science Applications
  • Information Systems and Management

Cite this

USER compensation as a data breach recovery action : An investigation of the sony playstation network breach. / Goode, Sigi; Hoehle, Hartmut; Venkatesh, Viswanath; Brown, Susan A.

In: MIS Quarterly: Management Information Systems, Vol. 41, No. 3, 01.09.2017, p. 703-727.

Research output: Contribution to journalArticle

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