Personal Information Breach as a Service Failure: Examining Relationships among Recovery Efforts, Justice, and Customer Responses

摘要

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.