Openness Always Pays Off: Investigation of Diverse Actions in Response Strategies to Data Breaches

Kristin Masuch; Till Ole Diesterhöft; Maike Greve; Steffen Massanneck; Duy Khang Nguyen; Simon Trang; Lutz M. Kolbe

Openness Always Pays Off: Investigation of Diverse Actions in Response Strategies to Data Breaches

Kristin Masuch, Till Ole Diesterhöft, Maike Greve, Steffen Massanneck, Duy Khang Nguyen, Simon Trang, Lutz M. Kolbe

University of Göttingen

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

Abstract

Data breaches have become a daily problem and cause immense damage to the affected companies in their customer relationship with the impacted customers. Research has shown that this effect can be positively influenced by applying response strategies. Our study focuses on three main actions that can be identified from data breach response strategies: an apology for the incident, the visibility of the CEO, and high readability of the message. To investigate the impact on transnational and cumulative customer satisfaction, a scenario-based experiment was conducted with 567 participants. Our results show that all three actions have a strong positive effect on transaction satisfaction. Moreover, these response actions have a positive effect on cumulative satisfaction, although the effects are not as strong. Finally, the results are discussed in the context of justice theory and situational crisis communication theory, and practical implications, limitations, and possible future research options are derived.

Original language	English
Title of host publication	Proceedings of the 29th European Conference on Information Systems (ECIS)
Editors	Frantz Rowe, Redouane El Amrani, Moez Limayem, Sabine Matook, Christopher Rosenkranz, Edgar Whitley, Ali El Quammah
Number of pages	19
Place of Publication	Atlanta, GA
Publisher	Association for Information Systems. AIS Electronic Library (AISeL)
Publication date	2021
Article number	1669
Publication status	Published - 2021
Externally published	Yes
Event	The 29th European Conference on Information Systems (ECIS) 2021: Human Values Crisis in a Digitizing World - Virtual Conference, Marrackech, Morocco Duration: 14 Jun 2021 → 14 Jun 2021 Conference number: 29 https://www.ecis2021.com/

Conference

Conference	The 29th European Conference on Information Systems (ECIS) 2021
Number	29
Location	Virtual Conference
Country/Territory	Morocco
City	Marrackech
Period	14/06/2021 → 14/06/2021
Internet address	https://www.ecis2021.com/

Series	Proceedings of the European Conference on Information Systems
ISSN	0000-0034

Keywords

Data breach response strategies
Apology
Readability
CEO visibility

Access to Document

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Cite this

Masuch, K., Diesterhöft, T. O., Greve, M., Massanneck, S., Nguyen, D. K., Trang, S., & Kolbe, L. M. (2021). Openness Always Pays Off: Investigation of Diverse Actions in Response Strategies to Data Breaches. In F. Rowe, R. El Amrani, M. Limayem, S. Matook, C. Rosenkranz, E. Whitley, & A. El Quammah (Eds.), Proceedings of the 29th European Conference on Information Systems (ECIS) Article 1669 Association for Information Systems. AIS Electronic Library (AISeL). https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1125&context=ecis2021_rp

Masuch, Kristin ; Diesterhöft, Till Ole ; Greve, Maike et al. / Openness Always Pays Off : Investigation of Diverse Actions in Response Strategies to Data Breaches. Proceedings of the 29th European Conference on Information Systems (ECIS). editor / Frantz Rowe ; Redouane El Amrani ; Moez Limayem ; Sabine Matook ; Christopher Rosenkranz ; Edgar Whitley ; Ali El Quammah. Atlanta, GA : Association for Information Systems. AIS Electronic Library (AISeL), 2021. (Proceedings of the European Conference on Information Systems).

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title = "Openness Always Pays Off: Investigation of Diverse Actions in Response Strategies to Data Breaches",

abstract = "Data breaches have become a daily problem and cause immense damage to the affected companies in their customer relationship with the impacted customers. Research has shown that this effect can be positively influenced by applying response strategies. Our study focuses on three main actions that can be identified from data breach response strategies: an apology for the incident, the visibility of the CEO, and high readability of the message. To investigate the impact on transnational and cumulative customer satisfaction, a scenario-based experiment was conducted with 567 participants. Our results show that all three actions have a strong positive effect on transaction satisfaction. Moreover, these response actions have a positive effect on cumulative satisfaction, although the effects are not as strong. Finally, the results are discussed in the context of justice theory and situational crisis communication theory, and practical implications, limitations, and possible future research options are derived.",

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author = "Kristin Masuch and Diesterh{\"o}ft, {Till Ole} and Maike Greve and Steffen Massanneck and Nguyen, {Duy Khang} and Simon Trang and Kolbe, {Lutz M.}",

year = "2021",

language = "English",

series = "Proceedings of the European Conference on Information Systems",

editor = "Frantz Rowe and {El Amrani}, Redouane and Moez Limayem and Sabine Matook and Christopher Rosenkranz and Edgar Whitley and {El Quammah}, Ali",

booktitle = "Proceedings of the 29th European Conference on Information Systems (ECIS)",

publisher = "Association for Information Systems. AIS Electronic Library (AISeL)",

note = "The 29th European Conference on Information Systems (ECIS) 2021 ; Conference date: 14-06-2021 Through 14-06-2021",

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Masuch, K, Diesterhöft, TO, Greve, M, Massanneck, S, Nguyen, DK, Trang, S & Kolbe, LM 2021, Openness Always Pays Off: Investigation of Diverse Actions in Response Strategies to Data Breaches. in F Rowe, R El Amrani, M Limayem, S Matook, C Rosenkranz, E Whitley & A El Quammah (eds), Proceedings of the 29th European Conference on Information Systems (ECIS)., 1669, Association for Information Systems. AIS Electronic Library (AISeL), Atlanta, GA, Proceedings of the European Conference on Information Systems, The 29th European Conference on Information Systems (ECIS) 2021, Marrackech, Morocco, 14/06/2021. <https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1125&context=ecis2021_rp>

Openness Always Pays Off: Investigation of Diverse Actions in Response Strategies to Data Breaches. / Masuch, Kristin; Diesterhöft, Till Ole; Greve, Maike et al.
Proceedings of the 29th European Conference on Information Systems (ECIS). ed. / Frantz Rowe; Redouane El Amrani; Moez Limayem; Sabine Matook; Christopher Rosenkranz; Edgar Whitley; Ali El Quammah. Atlanta, GA: Association for Information Systems. AIS Electronic Library (AISeL), 2021. 1669 (Proceedings of the European Conference on Information Systems).

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

TY - GEN

T1 - Openness Always Pays Off

T2 - The 29th European Conference on Information Systems (ECIS) 2021

AU - Masuch, Kristin

AU - Diesterhöft, Till Ole

AU - Greve, Maike

AU - Massanneck, Steffen

AU - Nguyen, Duy Khang

AU - Trang, Simon

AU - Kolbe, Lutz M.

N1 - Conference code: 29

PY - 2021

Y1 - 2021

N2 - Data breaches have become a daily problem and cause immense damage to the affected companies in their customer relationship with the impacted customers. Research has shown that this effect can be positively influenced by applying response strategies. Our study focuses on three main actions that can be identified from data breach response strategies: an apology for the incident, the visibility of the CEO, and high readability of the message. To investigate the impact on transnational and cumulative customer satisfaction, a scenario-based experiment was conducted with 567 participants. Our results show that all three actions have a strong positive effect on transaction satisfaction. Moreover, these response actions have a positive effect on cumulative satisfaction, although the effects are not as strong. Finally, the results are discussed in the context of justice theory and situational crisis communication theory, and practical implications, limitations, and possible future research options are derived.

AB - Data breaches have become a daily problem and cause immense damage to the affected companies in their customer relationship with the impacted customers. Research has shown that this effect can be positively influenced by applying response strategies. Our study focuses on three main actions that can be identified from data breach response strategies: an apology for the incident, the visibility of the CEO, and high readability of the message. To investigate the impact on transnational and cumulative customer satisfaction, a scenario-based experiment was conducted with 567 participants. Our results show that all three actions have a strong positive effect on transaction satisfaction. Moreover, these response actions have a positive effect on cumulative satisfaction, although the effects are not as strong. Finally, the results are discussed in the context of justice theory and situational crisis communication theory, and practical implications, limitations, and possible future research options are derived.

KW - Data breach response strategies

KW - Apology

KW - Readability

KW - CEO visibility

KW - Data breach response strategies

KW - Apology

KW - Readability

KW - CEO visibility

M3 - Article in proceedings

T3 - Proceedings of the European Conference on Information Systems

BT - Proceedings of the 29th European Conference on Information Systems (ECIS)

A2 - Rowe, Frantz

A2 - El Amrani, Redouane

A2 - Limayem, Moez

A2 - Matook, Sabine

A2 - Rosenkranz, Christopher

A2 - Whitley, Edgar

A2 - El Quammah, Ali

PB - Association for Information Systems. AIS Electronic Library (AISeL)

CY - Atlanta, GA

Y2 - 14 June 2021 through 14 June 2021

ER -

Masuch K, Diesterhöft TO, Greve M, Massanneck S, Nguyen DK, Trang S et al. Openness Always Pays Off: Investigation of Diverse Actions in Response Strategies to Data Breaches. In Rowe F, El Amrani R, Limayem M, Matook S, Rosenkranz C, Whitley E, El Quammah A, editors, Proceedings of the 29th European Conference on Information Systems (ECIS). Atlanta, GA: Association for Information Systems. AIS Electronic Library (AISeL). 2021. 1669. (Proceedings of the European Conference on Information Systems).