publication . Other literature type . Article . 2017

User Compensation As A Data Breach Recovery Action: An Investigation Of The Sony Playstation Network Breach.

Venkatesh, Viswanath;
Open Access
  • Published: 01 Jan 2017
  • Publisher: Zenodo
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 m...
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Other literature type . 2017
Provider: Datacite
ZENODO
Article . 2017
Provider: ZENODO
Zenodo
Other literature type . 2017
Provider: Datacite
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