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.

中文翻译：

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功能性或经济性补救措施？数据泄露后恢复策略的有效性

目的

本研究旨在探讨功能性和财务性补救措施在数据泄露事件中影响客户消极应对反应的相对有效性。它还揭示了客户的愤怒和恐惧情绪在数据泄露恢复过程中所发挥的不同中介作用。因此，这项研究与文献不同，文献主要关注面对面环境中经济补偿和服务失败道歉的影响。

设计/方法论/途径

进行了两个基于场景的实验来实证验证该模型。作者共收到问卷302份，其中有效问卷269份。

发现

本研究发现，当敏感信息受到损害时，功能性补救措施比财务补救措施更有效，但当非敏感信息受到损害时，两种补救措施的有效性没有显着差异。此外，功能性疗法直接和间接地影响消极应对行为；间接效果是通过减少恐惧和愤怒来实现的。与作者的预期相反，经济补救措施对消极应对行为没有直接影响；它们可以通过减少愤怒来间接影响消极应对行为，但不会通过减少恐惧来影响消极应对行为。

实际影响

这项研究提供了有关如何在发生数据泄露时管理客户反应的重要见解，建议使用精心设计的恢复策略。公司必须关注客户的特定情绪反应，以管理他们的消极应对行为。

原创性/价值

本研究通过调查数据泄露事件中功能和财务补救措施的不同有效性，扩展了有关数据泄露恢复行动的有限文献。它还通过揭示恐惧和愤怒的不同中介作用，揭示了功能和财务恢复策略如何影响客户的消极应对行为。