TY - GEN
T1 - Personal information breach as a service failure
T2 - International Conference on Information Systems, ICIS 2012
AU - Yun, Haejung
AU - Lee, Choong C.
AU - Kettinger, William J.
PY - 2012
Y1 - 2012
N2 - Information service users are required to provide personal information to service providers. Accordingly, Personal Information Breach (PIB) and side-effects have recently emerged. This study will seek answers to the following research questions: (1) In a PIB context, which types of PI are regarded as sensitive, and which recovery efforts are important?, (2) What effects do the company's recovery efforts have on perceived justice, and how do these relationships vary according to the type of PIB?, and (3) What are the relationships between justice and customers' responses? This study is significant since it views PIB as a type of service failure, and suggests a research model based on service failure/recovery processes and justice theory, and will empirically be tested. This study aims at strengthening its validity by employing a multi-method approach combining a survey and an experiment. Thus, the research findings will provide theoretical and practical contributions to information privacy areas.
AB - Information service users are required to provide personal information to service providers. Accordingly, Personal Information Breach (PIB) and side-effects have recently emerged. This study will seek answers to the following research questions: (1) In a PIB context, which types of PI are regarded as sensitive, and which recovery efforts are important?, (2) What effects do the company's recovery efforts have on perceived justice, and how do these relationships vary according to the type of PIB?, and (3) What are the relationships between justice and customers' responses? This study is significant since it views PIB as a type of service failure, and suggests a research model based on service failure/recovery processes and justice theory, and will empirically be tested. This study aims at strengthening its validity by employing a multi-method approach combining a survey and an experiment. Thus, the research findings will provide theoretical and practical contributions to information privacy areas.
KW - Negative WOM
KW - Perceived justice
KW - Personal information breach(PIB)
KW - Recovery efforts
KW - Satisfaction to service recovery
KW - Service failure
KW - Third-party action
UR - http://www.scopus.com/inward/record.url?scp=84886556847&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84886556847
SN - 9781627486040
T3 - International Conference on Information Systems, ICIS 2012
SP - 4163
EP - 4173
BT - International Conference on Information Systems, ICIS 2012
Y2 - 16 December 2012 through 19 December 2012
ER -