{"title":"功能补救还是经济补救？数据泄露后恢复策略的有效性","authors":"Yuanyuan Guo, Chaoyou Wang, Xiaoting Chen","doi":"10.1108/jeim-10-2022-0372","DOIUrl":null,"url":null,"abstract":"<h3>Purpose</h3>\n<p>This study aims to examine the relative effectiveness of functional and financial remedies in influencing customers' negative coping responses in the event of a data breach. It also uncovers the different mediating roles played by customers' feelings of anger and fear in the process of data breach recovery. This study thus differs from the literature, which has primarily focused on the impact of financial compensation and apologies for service failures in face-to-face environments.</p><!--/ Abstract__block -->\n<h3>Design/methodology/approach</h3>\n<p>Two scenario-based experiments were conducted to empirically validate the model. The authors received 302 copies of the questionnaire, of which 269 were valid.</p><!--/ Abstract__block -->\n<h3>Findings</h3>\n<p>This study finds that functional remedies are more effective than financial remedies when sensitive information has been compromised, but there is no significant difference between the effectiveness of the two remedies when nonsensitive information has been compromised. In addition, functional remedies influence negative coping behaviors directly and indirectly; the indirect effect is achieved through the reduction of fear and anger. Contrary to the authors' expectation, financial remedies do not have a direct effect on negative coping behaviors; they can indirectly affect negative coping behaviors by reducing anger but do not affect negative coping behaviors by reducing fear.</p><!--/ Abstract__block -->\n<h3>Practical implications</h3>\n<p>This study provides key insights into how to manage customer reactions in the event of a data breach, suggesting the use of carefully designed recovery strategies. Companies must attend to customers' specific emotional responses to manage their negative coping behaviors.</p><!--/ Abstract__block -->\n<h3>Originality/value</h3>\n<p>This study extends the limited literature on data breach recovery actions by investigating the different effectiveness of functional and financial remedies in the event of a data breach. It also uncovers how functional and financial recovery strategies affect customers' negative coping behaviors by revealing the different mediating effects of fear and anger.</p><!--/ Abstract__block -->","PeriodicalId":47889,"journal":{"name":"Journal of Enterprise Information Management","volume":"146 1","pages":""},"PeriodicalIF":7.4000,"publicationDate":"2023-12-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Functional or financial remedies? The effectiveness of recovery strategies after a data breach\",\"authors\":\"Yuanyuan Guo, Chaoyou Wang, Xiaoting Chen\",\"doi\":\"10.1108/jeim-10-2022-0372\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<h3>Purpose</h3>\\n<p>This study aims to examine the relative effectiveness of functional and financial remedies in influencing customers' negative coping responses in the event of a data breach. It also uncovers the different mediating roles played by customers' feelings of anger and fear in the process of data breach recovery. This study thus differs from the literature, which has primarily focused on the impact of financial compensation and apologies for service failures in face-to-face environments.</p><!--/ Abstract__block -->\\n<h3>Design/methodology/approach</h3>\\n<p>Two scenario-based experiments were conducted to empirically validate the model. The authors received 302 copies of the questionnaire, of which 269 were valid.</p><!--/ Abstract__block -->\\n<h3>Findings</h3>\\n<p>This study finds that functional remedies are more effective than financial remedies when sensitive information has been compromised, but there is no significant difference between the effectiveness of the two remedies when nonsensitive information has been compromised. In addition, functional remedies influence negative coping behaviors directly and indirectly; the indirect effect is achieved through the reduction of fear and anger. Contrary to the authors' expectation, financial remedies do not have a direct effect on negative coping behaviors; they can indirectly affect negative coping behaviors by reducing anger but do not affect negative coping behaviors by reducing fear.</p><!--/ Abstract__block -->\\n<h3>Practical implications</h3>\\n<p>This study provides key insights into how to manage customer reactions in the event of a data breach, suggesting the use of carefully designed recovery strategies. 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It also uncovers how functional and financial recovery strategies affect customers' negative coping behaviors by revealing the different mediating effects of fear and anger.</p><!--/ Abstract__block -->\",\"PeriodicalId\":47889,\"journal\":{\"name\":\"Journal of Enterprise Information Management\",\"volume\":\"146 1\",\"pages\":\"\"},\"PeriodicalIF\":7.4000,\"publicationDate\":\"2023-12-13\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Enterprise Information Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.1108/jeim-10-2022-0372\",\"RegionNum\":3,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"INFORMATION SCIENCE & LIBRARY SCIENCE\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Enterprise Information Management","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1108/jeim-10-2022-0372","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"INFORMATION SCIENCE & LIBRARY SCIENCE","Score":null,"Total":0}
Functional or financial remedies? The effectiveness of recovery strategies after a data breach
Purpose
This study aims to examine the relative effectiveness of functional and financial remedies in influencing customers' negative coping responses in the event of a data breach. It also uncovers the different mediating roles played by customers' feelings of anger and fear in the process of data breach recovery. This study thus differs from the literature, which has primarily focused on the impact of financial compensation and apologies for service failures in face-to-face environments.
Design/methodology/approach
Two scenario-based experiments were conducted to empirically validate the model. The authors received 302 copies of the questionnaire, of which 269 were valid.
Findings
This study finds that functional remedies are more effective than financial remedies when sensitive information has been compromised, but there is no significant difference between the effectiveness of the two remedies when nonsensitive information has been compromised. In addition, functional remedies influence negative coping behaviors directly and indirectly; the indirect effect is achieved through the reduction of fear and anger. Contrary to the authors' expectation, financial remedies do not have a direct effect on negative coping behaviors; they can indirectly affect negative coping behaviors by reducing anger but do not affect negative coping behaviors by reducing fear.
Practical implications
This study provides key insights into how to manage customer reactions in the event of a data breach, suggesting the use of carefully designed recovery strategies. Companies must attend to customers' specific emotional responses to manage their negative coping behaviors.
Originality/value
This study extends the limited literature on data breach recovery actions by investigating the different effectiveness of functional and financial remedies in the event of a data breach. It also uncovers how functional and financial recovery strategies affect customers' negative coping behaviors by revealing the different mediating effects of fear and anger.
期刊介绍：
The Journal of Enterprise Information Management (JEIM) is a significant contributor to the normative literature, offering both conceptual and practical insights supported by innovative discoveries that enrich the existing body of knowledge.
Within its pages, JEIM presents research findings sourced from globally renowned experts. These contributions encompass scholarly examinations of cutting-edge theories and practices originating from leading research institutions. Additionally, the journal features inputs from senior business executives and consultants, who share their insights gleaned from specific enterprise case studies. Through these reports, readers benefit from a comparative analysis of different environmental contexts, facilitating valuable learning experiences.
JEIM's distinctive blend of theoretical analysis and practical application fosters comprehensive discussions on commercial discoveries. This approach enhances the audience's comprehension of contemporary, applied, and rigorous information management practices, which extend across entire enterprises and their intricate supply chains.
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