Personal information breach as a service failure

Examining relationships among recovery efforts, justice, and customer responses

Haejung Yun, Choong C. Lee, William J. Kettinger

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Citations (Scopus)

Abstract

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.

Original languageEnglish
Title of host publicationInternational Conference on Information Systems, ICIS 2012
Pages4163-4173
Number of pages11
Volume5
Publication statusPublished - 2012 Dec 1
EventInternational Conference on Information Systems, ICIS 2012 - Orlando, FL, United States
Duration: 2012 Dec 162012 Dec 19

Other

OtherInternational Conference on Information Systems, ICIS 2012
CountryUnited States
CityOrlando, FL
Period12/12/1612/12/19

Fingerprint

customer
Recovery
Customers
justice
Information services
Information Services
Strengthening
information service
service provider
Privacy
privacy
Relationships
Breach
Service failure
Personal information
Justice
Industry
Experiments
Vary
Model-based

All Science Journal Classification (ASJC) codes

  • Computer Science Applications
  • Statistics, Probability and Uncertainty
  • Applied Mathematics
  • Library and Information Sciences

Cite this

Yun, H., Lee, C. C., & Kettinger, W. J. (2012). Personal information breach as a service failure: Examining relationships among recovery efforts, justice, and customer responses. In International Conference on Information Systems, ICIS 2012 (Vol. 5, pp. 4163-4173)
Yun, Haejung ; Lee, Choong C. ; Kettinger, William J. / Personal information breach as a service failure : Examining relationships among recovery efforts, justice, and customer responses. International Conference on Information Systems, ICIS 2012. Vol. 5 2012. pp. 4163-4173
@inproceedings{94ba09e8023547ca86843fcb82efee2e,
title = "Personal information breach as a service failure: Examining relationships among recovery efforts, justice, and customer responses",
abstract = "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.",
author = "Haejung Yun and Lee, {Choong C.} and Kettinger, {William J.}",
year = "2012",
month = "12",
day = "1",
language = "English",
isbn = "9781627486040",
volume = "5",
pages = "4163--4173",
booktitle = "International Conference on Information Systems, ICIS 2012",

}

Yun, H, Lee, CC & Kettinger, WJ 2012, Personal information breach as a service failure: Examining relationships among recovery efforts, justice, and customer responses. in International Conference on Information Systems, ICIS 2012. vol. 5, pp. 4163-4173, International Conference on Information Systems, ICIS 2012, Orlando, FL, United States, 12/12/16.

Personal information breach as a service failure : Examining relationships among recovery efforts, justice, and customer responses. / Yun, Haejung; Lee, Choong C.; Kettinger, William J.

International Conference on Information Systems, ICIS 2012. Vol. 5 2012. p. 4163-4173.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

TY - GEN

T1 - Personal information breach as a service failure

T2 - Examining relationships among recovery efforts, justice, and customer responses

AU - Yun, Haejung

AU - Lee, Choong C.

AU - Kettinger, William J.

PY - 2012/12/1

Y1 - 2012/12/1

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.

UR - http://www.scopus.com/inward/record.url?scp=84886556847&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84886556847&partnerID=8YFLogxK

M3 - Conference contribution

SN - 9781627486040

VL - 5

SP - 4163

EP - 4173

BT - International Conference on Information Systems, ICIS 2012

ER -

Yun H, Lee CC, Kettinger WJ. Personal information breach as a service failure: Examining relationships among recovery efforts, justice, and customer responses. In International Conference on Information Systems, ICIS 2012. Vol. 5. 2012. p. 4163-4173