How to Compensate After a Data Breach?

IF 2.8 4区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Data Base for Advances in Information Systems Pub Date : 2023-02-07 DOI:10.1145/3583581.3583588
Zareef A. Mohammed, G. Tejay
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Abstract

Data breach recovery is often likened to service failure recovery. Like service failure recovery, compensation is a major factor toward data breach recovery. However, compensation involves different types, which may have varying effects on data breach recovery. This study investigates the effect of compensation types on customer's repatronage intentions to organizations that have suffered a data breach. Three compensation types were identified in this study: monetary, service, and psychological compensation. The findings of this study indicate that only service and psychological compensation have a significant effect on customers' perceptions of being treated fairly by the organization following a data breach. Furthermore, service compensation impacts the trust a customer regains in the company. Monetary compensation did not play a statistically significant role in the data breach recovery process. In turn, both perceived fairness and regained trust influences customer repatronage intentions. This study contributes to the information privacy field by identifying the types of compensation that are impactful to re-engage individuals who suffered PII related data breach.
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数据泄露后如何赔偿?
数据泄露恢复通常被比作服务故障恢复。与服务故障恢复一样,赔偿也是数据泄露恢复的主要因素。然而,赔偿涉及不同的类型,这可能对数据泄露恢复产生不同的影响。本研究调查了补偿类型对遭受数据泄露的组织的客户再光顾意图的影响。本研究确定了三种补偿类型:货币补偿、服务补偿和心理补偿。本研究的结果表明,只有服务和心理补偿对客户在数据泄露后被组织公平对待的看法有显著影响。此外,服务报酬会影响顾客对公司的信任。货币赔偿在数据泄露恢复过程中没有起到统计上显著的作用。反过来,感知到的公平和重新获得的信任都会影响顾客的再光顾意愿。本研究对信息隐私领域做出了贡献,确定了对重新吸引遭受PII相关数据泄露的个人有影响的补偿类型。
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来源期刊
Data Base for Advances in Information Systems
Data Base for Advances in Information Systems INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
3.60
自引率
7.10%
发文量
18
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