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

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    Goode_User_Compensation_As_A_D ...
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    FInal Published Version
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    Author
    Goode, Sigi
    Hoehle, Hartmut
    Venkatesh, Viswanath
    Brown, Susan A.
    Affiliation
    Univ Arizona, Dept Management Informat Syst
    Issue Date
    2017-09
    Keywords
    Data breach
    security
    service recovery
    compensation
    Sony
    
    Metadata
    Show full item record
    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 © MIS Quarterly.
    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
    Version
    Final published version
    Collections
    UA Faculty Publications

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