The risk of data breaches increases with the amount of data shared and with the rising number of mobile devices. In particular, mobile devices such as fitness trackers collect a large amount of personal data and share it with other devices and platforms. In many circumstances, the relationship between those affected by a data breach and the company in question ultimately suffers. To positively influence customer behavior in the event of a data breach, companies should begin to investigate recovery strategies such as compensation and remorse. For these reasons, this study examines the effectiveness of different recovery strategies in terms of satisfaction. As a theoretical basis, the applied research model uses the theory of expectation confirmation theory. The results show that customer satisfaction depends significantly on expectations and the correspondence of expectations compared to the recovery action received. In addition, the interrelations of the expectation confirmation theory are supported.
Masuch, Kristin; Greve, Maike; and Trang, Simon, "Does it meet my expectations? Compensation and remorse as data breach recovery actions – An experimental scenario based investigation" (2019). WISP 2019 Proceedings. 13.