Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/287454 
Year of Publication: 
2021
Citation: 
[Journal:] Electronic Markets [ISSN:] 1422-8890 [Volume:] 31 [Issue:] 4 [Publisher:] Springer [Place:] Berlin, Heidelberg [Year:] 2021 [Pages:] 829-848
Publisher: 
Springer, Berlin, Heidelberg
Abstract: 
Innovative IT-enabled health services promise tremendous benefits for customers and service providers alike. Simultaneously, health services by nature process sensitive customer information, and data breaches have become an everyday phenomenon. The challenge that health service providers face is to find effective recovery strategies after data breaches to retain customer trust and loyalty. We theorize and investigate how two widely applied recovery actions (namely apology and compensation) affect customer reactions after a data breach in the specific context of fitness trackers. Drawing on expectation confirmation theory, we argue that the recovery actions derived from practice, apology, and compensation address the assimilation-contrast model's tolerance range and, thus, always lead to satisfaction with the recovery strategy, which positively influences customers' behavior. We employ an experimental investigation and collect data from fitness tracker users during a running event. In the end, we found substantial support for our research model. Health service providers should determine specific customer expectations and align their data breach recovery strategies accordingly.
Subjects: 
Health data breach recovery action
Data breach response strategies
Compensation
Apology
Expectation confirmation theory
Assimilation-contrast model
JEL: 
I12
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article
Document Version: 
Published Version

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