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When data security goes wrong: Examining the impact of stress, social contract violation, and data type on consumer coping responses following a data breach

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  • Labrecque, Lauren I.
  • Markos, Ereni
  • Swani, Kunal
  • Peña, Priscilla

Abstract

Data breaches and misuse of data are rising, causing compromised consumer privacy. This research explores the impact of stress and perceptions of a social contract violation have on both firm-focused outcomes and consumer protection behaviors following a data breach. Additionally, we investigate the impact that the type of data lost/compromised in the breach– personally identifiable (PII) and non-personally identifiable (NPII)– has on these outcomes. To explore this, we conduct an experimental survey (Study 1) of 230 respondents. Results indicate that stress and perceptions of social contract violation impact our outcome variables. The results differences in terms of how these impact consumer coping behaviors across different data types (PII vs. NPII). In Study 2 we explore how industry clusters differ in their levels of stress and social contract violation, actions businesses can take to them, and whether these actions could help reduce negative consumer responses.

Suggested Citation

  • Labrecque, Lauren I. & Markos, Ereni & Swani, Kunal & Peña, Priscilla, 2021. "When data security goes wrong: Examining the impact of stress, social contract violation, and data type on consumer coping responses following a data breach," Journal of Business Research, Elsevier, vol. 135(C), pages 559-571.
    • Handle: RePEc:eee:jbrese:v:135:y:2021:i:c:p:559-571
    DOI: 10.1016/j.jbusres.2021.06.054
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    1. Slepchuk, Alec N. & Milne, George R. & Swani, Kunal, 2022. "Overcoming privacy concerns in consumers’ use of health information technologies: A justice framework," Journal of Business Research, Elsevier, vol. 141(C), pages 782-793.
    2. Guangxu Wang & Daniel Tse & Yuanshuo Cui & Hantao Jiang, 2022. "An Exploratory Study on Sustaining Cyber Security Protection through SETA Implementation," Sustainability, MDPI, vol. 14(14), pages 1-13, July.
    3. Uddin, Mohammad Rajib & Akter, Shahriar & Lee, Wai Jin Thomas, 2024. "Developing a data breach protection capability framework in retailing," International Journal of Production Economics, Elsevier, vol. 271(C).
    4. Cloarec, Julien, 2022. "Privacy controls as an information source to reduce data poisoning in artificial intelligence-powered personalization," Journal of Business Research, Elsevier, vol. 152(C), pages 144-153.
    5. Rong Liu & Jiawei Yang & Jifei Wu, 2022. "When Big Data Backfires: The Impact of a Perceived Privacy Breach by Pharmaceutical E-Retailers on Customer Boycott Intention in China," IJERPH, MDPI, vol. 19(8), pages 1-13, April.

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