本研究旨在探討資料外洩事件中，企業補償策略對顧客情緒反應的影響，特別關注補償不確認與相對剝奪感在不同補償類型下的作用。基於期望不確認理論與社會比較理論，本研究探討了顧客在面對補償不足時，如何透過與他人的比較產生相對剝奪感，進而加劇其負面情緒。此外，本研究分析了補償類型的一致性對顧客情緒反應的調節作用，檢驗當補償類型與顧客期望一致時，是否會加劇補償不足所帶來的不公感。
研究分為三個子研究：研究1分析了真實資料外洩事件中補償不確認與相對剝奪感對顧客負面情緒的影響；研究2與研究3則透過實驗探討補償類型的一致性在補償不足情境下，如何影響補償不確認與相對剝奪感的程度。結果顯示，補償類型（時間與金錢）本身對顧客情緒反應無顯著影響，推測在補償不足情境下，顧客更在意補償是否能有效應對事件所帶來的威脅與不安，而非補償的具體類型。此外，補償類型的一致性在放大顧客對補償不足的敏感度上扮演了重要角色，當顧客的期望與實際補償類型一致時，顧客更容易感受到不滿。另外，研究結果顯示，相對剝奪感在補償後的社會比較中對顧客負面情緒具有更強烈的影響，突顯了社會比較在補償不足情境下的重要性。本研究不僅擴展了期望不確認理論的應用，也首次將補償一致性與相對剝奪感結合，為企業設計更有效的補償策略提供了具體建議。

This study examines the impact of corporate compensation strategies on customer emotions in data breach incidents, focusing on compensation disconfirmation and relative deprivation across different compensation types. Grounded in Expectation Disconfirmation and Social Comparison Theories, it explores how insufficient compensation leads to relative deprivation through social comparison, intensifying negative emotions. Additionally, the study investigates whether consistency between expected and actual compensation types exacerbates perceived injustice.
The study comprises three sub-studies: Study 1 analyzes real data breach cases, while Studies 2 and 3 experimentally explore how compensation type consistency affects disconfirmation and relative deprivation under insufficient compensation. Results indicate that compensation type (time or money) does not significantly impact emotional responses. Instead, customers are more concerned with whether the compensation adequately addresses the incident's threats. Consistency between expected and actual compensation types amplifies dissatisfaction, while relative deprivation, driven by social comparison, strongly influences negative emotions post-compensation. This study extends Expectation Disconfirmation Theory and integrates compensation consistency with relative deprivation, offering practical insights for corporate compensation strategies.

論文審定書 i
致謝 ii
摘要 iv
Abstract v
圖次 viii
表次 ix
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第二章 文獻探討 5
第一節 資料外洩與線上服務失效 5
第二節 資料外洩的回應策略(Response Strategy) 13
第三節 期望不確認理論(Expectation Disconfirmation Theory, EDT) 31
第四節 社會比較理論(Social Comparison Theory) 34
第三章 研究架構與方法 38
第一節 研究架構 38
第二節 研究假說 41
第三節 操作型定義 48
第四章 研究1設計與分析 50
第一節 情境介紹（真實事件） 50
第二節 研究設計 54
第三節 樣本分析與測量工具評估 57
第四節 模型檢驗與分析結果 67
第五節 小節 70
第五章 研究2設計與分析 71
第一節 實驗設計與情境說明 71
第二節 研究設計 76
第三節 樣本分析與測量工具評估 77
第四節 模型驗證與分析結果 84
第五節 小節 88
第六章 研究3設計與分析 89
第一節 實驗設計與情境說明 89
第二節 研究設計 92
第三節 樣本分析與測量工具評估 94
第四節 模型驗證與分析結果 100
第五節 小節 105
第七章 結論與建議 106
第一節 研究結果討論 106
第二節 理論與實務意涵 109
第三節 研究限制 111
第四節 未來研究方向 112
參考文獻 113
附錄A：iRent與格上Go Smart資料外洩聲明稿 127
附錄B：研究1正式問卷 128
附錄C：研究2正式問卷 133
附錄D：研究3正式問卷 139

Adams, J. S. (1963). Towards an Understanding of Inequity. Journal of Abnormal and Social Psychology, 67(5), 422-436.
Aggarwal, P. (2004). The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior. Journal of Consumer Research, 31(1), 87-101.
Ahmad, A., Maynard, S. B., Desouza, K. C., Kotsias, J., Whitty, M. T., & Baskerville, R. L. (2021). How Can Organizations Develop Situation Awareness for Incident Response: A Case Study of Management Practice. Computers & Security, 101, 102122.
Amir, E., Levi, S., & Livne, T. (2018). Do Firms Underreport Information on Cyber-Attacks? Evidence from Capital Markets. Review of Accounting Studies, 23, 1177-1206.
Anderson, R. E. (1973). Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. Journal of Marketing Research, 10(1), 38-44.
Andreassen, T. W. (2001). From Disgust to Delight: Do Customers Hold a Grudge? Journal of Service Research, 4(1), 39-49.
Antonetti, P., Crisafulli, B., & Maklan, S. (2018). Too Good to Be True? Boundary Conditions to the Use of Downward Social Comparisons in Service Recovery. Journal of Service Research, 21(4), 438-455.
Aula, P. (2010). Social Media, Reputation Risk and Ambient Publicity Management. Strategy & Leadership, 38(6), 43-49.
Ayaburi, E. W., & Treku, D. N. (2020). Effect of Penitence on Social Media Trust and Privacy Concerns: The Case of Facebook. International Journal of Information Management, 50, 171-181.
Azemi, Y., Ozuem, W., Howell, K. E., & Lancaster, G. (2019). An Exploration into the Practice of Online Service Failure and Recovery Strategies in the Balkans. Journal of Business Research, 94, 420-431.
Bagozzi, R. P. (1992). The Self-Regulation of Attitudes, Intentions, and Behavior. Social Psychology Quarterly, 55(2), 178-204.
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The Role of Emotions in Marketing. Journal of the Academy of Marketing Science, 27(2), 184-206.
Bansal, G., & Zahedi, F. M. (2015). Trust Violation and Repair: The Information Privacy Perspective. Decision Support Systems, 71, 62-77.
Bansal, H. S., Taylor, S. F., & St. James, Y. (2005). “Migrating” to New Service Providers: Toward a Unifying Framework of Consumers’ Switching Behaviors. Journal of the Academy of Marketing Science, 33(1), 96-115.
Baskerville, R., Spagnoletti, P., & Kim, J. (2014). Incident-Centered Information Security: Managing a Strategic Balance between Prevention and Response. Information & Management, 51(1), 138-151.
Beaudry, A., & Pinsonneault, A. (2010). The Other Side of Acceptance: Studying the Direct and Indirect Effects of Emotions on Information Technology Use. MIS Quarterly, 689-710.
Bennett, K., Bennett, A. J., & Griffiths, K. M. (2010). Security Considerations for E-Mental Health Interventions. Journal of Medical Internet Research, 12, 1-11.
Benoit, W. L. (1995). Accounts, Excuses, and Apologies: A Theory of Image Restoration Strategies. Albany, NY: State University of New York.
Benoit, W. L. (2015). Accounts, Excuses, and Apologies: Image Repair Theory and Research (2nd ed.). Albany, NY: State University of New York.
Bentley, J. M., & Ma, L. (2020). Testing Perceptions of Organizational Apologies after a Data Breach Crisis. Public Relations Review, 46(5), 101975.
Berezina, K., Cobanoglu, C., Miller, B. L., & Kwansa, F. A. (2012). The Impact of Information Security Breach on Hotel Guest Perception of Service Quality, Satisfaction, Revisit Intentions and Word‐of‐Mouth. International Journal of Contemporary Hospitality Management, 24(7), 991-1010.
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351-370.
Bhattacherjee, A., & Premkumar, G. (2004). Understanding Changes in Belief and Attitude toward Information Technology Usage: A Theoretical Model and Longitudinal Test. MIS Quarterly, 25(2), 229-254.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54(1), 71-84.
Blum-Kulka, S., & Olshtain, E. (1984). Requests and Apologies: A Cross-Cultural Study of Speech Act Realization Patterns (Ccsarp). Applied Linguistics, 5(3), 196-213.
Bolton, R. N. (1998). A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction. Marketing Science, 17(1), 45-65.
Bonifield, C., & Cole, C. A. (2008). Better Him Than Me: Social Comparison Theory and Service Recovery. Journal of the Academy of Marketing Science, 36, 565-577.
Boyer, K. K., Hallowell, R., & Roth, A. V. (2002). E-Services: Operating Strategy—a Case Study and a Method for Analyzing Operational Benefits. Journal of Operations Management, 20(2), 175-188.
Breitenmoser, A., & Bader, A. K. (2021). Retaining Repatriates—the Role of Career Derailment Upon Repatriation and How It Can Be Mitigated. International Journal of Human Resource Management, 32(7), 1509-1536.
Brown, S. A., Venkatesh, V., & Goyal, S. (2014). Expectation Confirmation in Information Systems Research. MIS Quarterly, 38(3), 729-756.
Brown, S. A., Venkatesh, V., Kuruzovich, J., & Massey, A. P. (2008). Expectation Confirmation: An Examination of Three Competing Models. Organizational Behavior and Human Decision Processes, 105(1), 52-66.
Burgoon, J. K. (1993). Interpersonal Expectations, Expectancy Violations, and Emotional Communication. Journal of Language and Social Psychology, 12(1-2), 30-48.
Burgoon, J. K., Bonito, J. A., Lowry, P. B., Humpherys, S. L., Moody, G. D., Gaskin, J. E., & Giboney, J. S. (2016). Application of Expectancy Violations Theory to Communication with and Judgments About Embodied Agents during a Decision-Making Task. International Journal of Human-Computer Studies, 91, 24-36.
Burgoon, M., Birk, T. S., & Hall, J. R. (1991). Compliance and Satisfaction with Physician-Patient Communication: An Expectancy Theory Interpretation of Gender Differences. Human Communication Research, 18(2), 177-208.
Buunk, B. P., Oldersma, F. L., & De Dreu, C. K. (2001). Enhancing Satisfaction through Downward Comparison: The Role of Relational Discontent and Individual Differences in Social Comparison Orientation. Journal of Experimental Social Psychology, 37(6), 452-467.
Callan, M. J., Shead, N. W., & Olson, J. M. (2011). Personal Relative Deprivation, Delay Discounting, and Gambling. Journal of Personality and Social Psychology, 101(5), 955-973.
Cavusoglu, H., Mishra, B., & Raghunathan, S. (2004). The Effect of Internet Security Breach Announcements on Market Value: Capital Market Reactions for Breached Firms and Internet Security Developers. International Journal of Electronic Commerce, 9(1), 70-104.
Choi, B. C., Kim, S. S., & Jiang, Z. (2016). Influence of Firm’s Recovery Endeavors Upon Privacy Breach on Online Customer Behavior. Journal of Management Information Systems, 33(3), 904-933.
Choi, S., & Mattila, A. S. (2008). Perceived Controllability and Service Expectations: Influences on Customer Reactions Following Service Failure. Journal of Business Research, 61(1), 24-30.
Choi, Y., & Lin, Y.-H. (2009). Individual Difference in Crisis Response Perception: How Do Legal Experts and Lay People Perceive Apology and Compassion Responses? Public Relations Review, 35(4), 452-454.
Claessens, J., Dem, V., De Cock, D., Preneel, B., & Vandewalle, J. (2002). On the Security of Today’s Online Electronic Banking Systems. Computers & Security, 21(3), 253-265.
Coombs, W. T. (2015). Ongoing Crisis Communication: Planning, Managing, and Responding (4th ed.). Thousand Oaks, CA: Sage.
Coombs, W. T., & Holladay, S. J. (2002). Helping Crisis Managers Protect Reputational Assets: Initial Tests of the Situational Crisis Communication Theory. Management Communication Quarterly, 16(2), 165-186.
Crosby, F. (1976). A Model of Egoistical Relative Deprivation. Psychological Review, 83(2), 85-113.
Culnan, M. J., & Armstrong, P. K. (1999). Information Privacy Concerns, Procedural Fairness, and Impersonal Trust: An Empirical Investigation. Organization science, 10(1), 104-115.
Culnan, M. J., Foxman, E. R., & Ray, A. W. (2008). Why It Executives Should Help Employees Secure Their Home Computers. MIS Quarterly Executive, 7(1), 49-56.
Culnan, M. J., & Williams, C. C. (2009). How Ethics Can Enhance Organizational Privacy: Lessons from the Choicepoint and Tjx Data Breaches. MIS Quarterly, 33(4), 673-687.
Dambrun, M., Taylor, D. M., McDonald, D. A., Crush, J., & Méot, A. (2006). The Relative Deprivation-Gratification Continuum and the Attitudes of South Africans toward Immigrants: A Test of the V-Curve Hypothesis. Journal of Personality and Social Psychology, 91(6), 1032-1044.
DeLone, W. H., & McLean, E. R. (2003). The Delone and Mclean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, 19(4), 9-30.
DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions. Journal of Service Research, 10(3), 269-281.
Diamantopoulos, A., & Siguaw, J. (2000). Introducing Lisrel: A Guide for Structural Equation Modeling. In: California: Sage Publications Inc.
Diers‐Lawson, A., & Pang, A. (2016). Did Bp Atone for Its Transgressions? Expanding Theory on ‘Ethical Apology’in Crisis Communication. Journal of Contingencies and Crisis Management, 24(3), 148-161.
Diesterhöft, T. O., Greve, M., Masuch, K., Trang, S., & Kolbe, L. M. (2021). Do You Think It Is Fair? Effects of Data Breach Response Actions on Customer Justice. Paper presented at the PACIS 2021 Proceedings, Dubai.
Diesterhöft, T. O., Masuch, K., Greve, M., & Trang, S. (2022). A Double-Edged Sword of Involvement: On the Tension between Customers’ Group Value and Self-Interest in Data Breach Response Processes. Paper presented at the ICIS 2022 Proceedings, Copenhagen, Denmark.
Dolata, U., & Schrape, J.-F. (2016). Masses, Crowds, Communities, Movements: Collective Action in the Internet Age. Social Movement Studies, 15(1), 1-18.
Dong, B., Evans, K. R., & Zou, S. (2008). The Effects of Customer Participation in Co-Created Service Recovery. Journal of the Academy of Marketing Science, 36, 123-137.
Du, J., Fan, X., & Feng, T. (2014). Group Emotional Contagion and Complaint Intentions in Group Service Failure: The Role of Group Size and Group Familiarity. Journal of Service Research, 17(3), 326-338.
Elhai, J. D., & Hall, B. J. (2016). Anxiety About Internet Hacking: Results from a Community Sample. Computers in Human Behavior, 54, 180-185.
Estelami, H., & De Maeyer, P. (2002). Customer Reactions to Service Provider Overgenerosity. Journal of Service Research, 4(3), 205-216.
Ettredge, M., Guo, F., & Li, Y. (2018). Trade Secrets and Cyber Security Breaches. Journal of Accounting and Public Policy, 37(6), 564-585.
Fan, L., & Suh, Y.-H. (2014). Why Do Users Switch to a Disruptive Technology? An Empirical Study Based on Expectation-Disconfirmation Theory. Information & Management, 51(2), 240-248.
Fearn-Banks, K. (2001). Crisis Communication: A Review of Some Best Practices. Thousand Oaks, CA.
Festinger, L. (1954). A Theory of Social Comparison Processes. Human Relations, 7(2), 117-140.
Festinger, L. (1957). A Theory of Cognitive Dissonance: Stanford University Press.
Foerderer, J., & Schuetz, S. W. (2022). Data Breach Announcements and Stock Market Reactions: A Matter of Timing? Management Science, 68(10), 7298-7322.
Folkman, S., & Lazarus, R. S. (1985). If It Changes It Must Be a Process: Study of Emotion and Coping during Three Stages of a College Examination. Journal of Personality and Social Psychology, 48(1), 150-170.
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50.
Gelbrich, K., & Roschk, H. (2011). A Meta-Analysis of Organizational Complaint Handling and Customer Responses. Journal of Service Research, 14(1), 24-43.
Gerber, J. P., Wheeler, L., & Suls, J. (2018). A Social Comparison Theory Meta-Analysis 60+ Years On. Psychological Bulletin, 144(2), 177-197.
Gibbons, F. X., & McCoy, S. B. (1991). Self-Esteem, Similarity, and Reactions to Active Versus Passive Downward Comparison. Journal of Personality and Social Psychology, 60(3), 414-424.
Goel, S., & Shawky, H. A. (2009). Estimating the Market Impact of Security Breach Announcements on Firm Values. Information & Management, 46(7), 404-410.
Gohary, A., Hamzelu, B., & Alizadeh, H. (2016). Please Explain Why It Happened! How Perceived Justice and Customer Involvement Affect Post Co-Recovery Evaluations: A Study of Iranian Online Shoppers. Journal of Retailing and Consumer Services, 31, 127-142.
Goode, S., Hoehle, H., Venkatesh, V., & Brown, S. A. (2017). User Compensation as a Data Breach Recovery Action. MIS Quarterly, 41(3), 703-728.
Grant, P. R., & Brown, R. (1995). From Ethnocentrism to Collective Protest: Responses to Relative Deprivation and Threats to Social Identity. Social Psychology Quarterly, 195-212.
Grobauer, B., Walloschek, T., & Stocker, E. (2010). Understanding Cloud Computing Vulnerabilities. IEEE Security & Privacy, 9(2), 50-57.
Guo, Y., Wang, C., & Chen, X. (2024). Functional or Financial Remedies? The Effectiveness of Recovery Strategies after a Data Breach. Journal of Enterprise Information Management, 37(1), 148-169.
Gwebu, K. L., Wang, J., & Wang, L. (2018). The Role of Corporate Reputation and Crisis Response Strategies in Data Breach Management. Journal of Management Information Systems, 35(2), 683-714.
Haase, J., Wiedmann, K.-P., & Labenz, F. (2022). Brand Hate, Rage, Anger & Co.: Exploring the Relevance and Characteristics of Negative Consumer Emotions toward Brands. Journal of Business Research, 152, 1-16.
Harlow, S. (2012). Social Media and Social Movements: Facebook and an Online Guatemalan Justice Movement That Moved Offline. New media & society, 14(2), 225-243.
Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-Creating Service Recovery after Service Failure: The Role of Brand Equity. Journal of Business Research, 74, 101-109.
Hearit, K. M. (2006). Crisis Management by Apology: Corporate Response to Allegations of Wrongdoing. Mahwah, NJ: Erlbaum.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A New Criterion for Assessing Discriminant Validity in Variance-Based Structural Equation Modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Hess Jr, R. L., Ganesan, S., & Klein, N. M. (2003). Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction. Journal of the Academy of Marketing Science, 31(2), 127-145.
Hirschman, A. O. (1970). Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States (Vol. 25): Harvard university press.
Hoehle, H., Venkatesh, V., Brown, S. A., Tepper, B. J., & Kude, T. (2022). Impact of Customer Compensation Strategies on Outcomes and the Mediating Role of Justice Perceptions: A Longitudinal Study of Target's Data Breach. MIS Quarterly, 46(1), 299-340.
Hoffman, K. D., & Kelley, S. W. (2000). Perceived Justice Needs and Recovery Evaluation: A Contingency Approach. European Journal of Marketing, 34(3/4), 418-433.
Holladay, S. J. (2009). Crisis Communication Strategies in the Media Coverage of Chemical Accidents. Journal of Public Relations Research, 21(2), 208-217.
Holloway, B. B., & Beatty, S. E. (2003). Service Failure in Online Retailing: A Recovery Opportunity. Journal of Service Research, 6(1), 92-105.
IBM Security. (2023). Cost of a Data Breach Report 2023. Retrieved from https://www.ibm.com/downloads/cas/E3G5JMBP
Janakiraman, R., Lim, J. H., & Rishika, R. (2018). The Effect of a Data Breach Announcement on Customer Behavior: Evidence from a Multichannel Retailer. Journal of Marketing, 82(2), 85-105.
Jin, Y., & Austin, L. L. (2017). Social Media and Crisis Communication: Taylor & Francis.
Johnson, E. J., & Goldstein, D. (2003). Do Defaults Save Lives? Science, 302(5649), 1338-1339.
Kalvenes, J., & Basu, A. (2006). Design of Robust Business-to-Business Electronic Marketplaces with Guaranteed Privacy. Management Science, 52(11), 1721-1736.
Kamiya, S., Kang, J.-K., Kim, J., Milidonis, A., & Stulz, R. M. (2021). Risk Management, Firm Reputation, and the Impact of Successful Cyberattacks on Target Firms. Journal of Financial Economics, 139(3), 719-749.
Kannan, K., Rees, J., & Sridhar, S. (2007). Market Reactions to Information Security Breach Announcements: An Empirical Analysis. International Journal of Electronic Commerce, 12(1), 69-91.
Karacay, G., Rofcanin, Y., & Kabasakal, H. (2022). Relative Leader–Member Exchange Perceptions and Employee Outcomes in Service Sector: The Role of Self-Construal in Feeling Relative Deprivation. International Journal of Human Resource Management, 1-44.
Kashmiri, S., Nicol, C. D., & Hsu, L. (2017). Birds of a Feather: Intra-Industry Spillover of the Target Customer Data Breach and the Shielding Role of It, Marketing, and Csr. Journal of the Academy of Marketing Science, 45, 208-228.
Keaveney, S. M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59(2), 71-82.
Khan, F., Kim, J. H., Mathiassen, L., & Moore, R. (2021). Data Breach Management: An Integrated Risk Model. Information & Management, 58(1), 103392.
Kim, H., & Jang, S. S. (2021). Is Differential Treatment in Response to Service Failures Effective? The Roles of Comparison, Loyalty, and Scarcity Messages. International Journal of Hospitality Management, 95, 102952.
Kude, T., Hoehle, H., & Sykes, T. A. (2017). Big Data Breaches and Customer Compensation Strategies: Personality Traits and Social Influence as Antecedents of Perceived Compensation. International Journal of Operations & Production Management, 37(1), 56-74.
Kunz, W. H., & Wirtz, J. (2024). Corporate Digital Responsibility (Cdr) in the Age of Ai: Implications for Interactive Marketing. Journal of Research in Interactive Marketing, 18(1), 31-37.
Kuo, Y.-F., & Wu, C.-M. (2012). Satisfaction and Post-Purchase Intentions with Service Recovery of Online Shopping Websites: Perspectives on Perceived Justice and Emotions. International Journal of Information Management, 32(2), 127-138.
Labrecque, L. I., Markos, E., Swani, K., & Peña, P. (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, 135, 559-571.
Lankton, N. K., & McKnight, H. D. (2012). Examining Two Expectation Disconfirmation Theory Models: Assimilation and Asymmetry Effects. Journal of the Association for Information Systems, 13(2), 88-115.
Laros, F. J., & Steenkamp, J.-B. E. (2005). Emotions in Consumer Behavior: A Hierarchical Approach. Journal of Business Research, 58(10), 1437-1445.
Lazare, A. (2004). On Apology. New York, NY: Oxford University Press, Inc.
Lazarus, R. S. (1991). Emotion and Adaptation: Oxford University Press.
Leclerc, F., Schmitt, B. H., & Dube, L. (1995). Waiting Time and Decision Making: Is Time Like Money? Journal of Consumer Research, 22(1), 110-119.
Leippe, M. R., & Elkin, R. A. (1987). When Motives Clash: Issue Involvement and Response Involvement as Determinants of Persuasion. Journal of Personality and Social Psychology, 52(2), 269-278.
Li, H., Sarathy, R., & Xu, H. (2011). The Role of Affect and Cognition on Online Consumers' Decision to Disclose Personal Information to Unfamiliar Online Vendors. Decision Support Systems, 51(3), 434-445.
Lin, H. H., Wang, Y. S., & Chang, L. K. (2011). Consumer Responses to Online Retailer's Service Recovery after a Service Failure: A Perspective of Justice Theory. Managing Service Quality, 21(5), 511-534.
Liu, M. W., & Keh, H. T. (2015). Consumer Delight and Outrage: Scale Development and Validation. Journal of Service Theory and Practice, 25(6), 680-699.
Malhotra, A., & Malhotra, C. K. (2011). Evaluating Customer Information Breaches as Service Failures: An Event Study Approach. Journal of Service Research, 14(1), 44-59.
Manes, E., & Tchetchik, A. (2018). The Role of Electronic Word of Mouth in Reducing Information Asymmetry: An Empirical Investigation of Online Hotel Booking. Journal of Business Research, 85, 185-196.
Markos, E., Peña, P., Labrecque, L. I., & Swani, K. (2023). Are Data Breaches the New Norm? Exploring Data Breach Trends, Consumer Sentiment, and Responses to Security Invasions. Journal of Consumer Affairs, 57(3), 1089-1119.
Martin, K. (2016). Understanding Privacy Online: Development of a Social Contract Approach to Privacy. Journal of Business Ethics, 137, 551-569.
Martin, K. (2018). The Penalty for Privacy Violations: How Privacy Violations Impact Trust Online. Journal of Business Research, 82, 103-116.
Masuch, K., Greve, M., Cyrenius, J., Wimmel, B., & Trang, S. (2020a). Do I Get What I Expect? An Experimental Investigation of Different Data Breach Recovery Actions. Paper presented at the In Proceedings of the 28th European Conference on Information Systems (ECIS), Marrakech.
Masuch, K., Greve, M., & Trang, S. (2019). Does It Meet My Expectations? Compensation and Remorse as Data Breach Recovery Actions–an Experimental Scenario Based Investigation. Paper presented at the WISP 2019 Proceedings.
Masuch, K., Greve, M., & Trang, S. (2020b). Please Be Silent? Examining the Impact of Data Breach Response Strategies on the Stock Value. Paper presented at the ICIS 2020 Proceedings, India.
Mattila, A. S. (1999). An Examination of Factors Affecting Service Recovery in a Restaurant Setting. Journal of Hospitality & Tourism Research, 23(3), 284-298.
McColl-Kennedy, J. R., Daus, C. S., & Sparks, B. A. (2003). The Role of Gender in Reactions to Service Failure and Recovery. Journal of Service Research, 6(1), 66-82.
McCullough, M. E., Rachal, K. C., Sandage, S. J., Worthington Jr, E. L., Brown, S. W., & Hight, T. L. (1998). Interpersonal Forgiving in Close Relationships: Ii. Theoretical Elaboration and Measurement. Journal of Personality and Social Psychology, 75(6), 1586.
Michel, S., & Meuter, M. L. (2008). The Service Recovery Paradox: True but Overrated? International Journal of Service Industry Management, 19(4), 441-457.
Milne, S., Orbell, S., & Sheeran, P. (2002). Combining Motivational and Volitional Interventions to Promote Exercise Participation: Protection Motivation Theory and Implementation Intentions. British Journal of Health Psychology, 7(2), 163-184.
Modi, C., Patel, D., Borisaniya, B., Patel, A., & Rajarajan, M. (2013). A Survey on Security Issues and Solutions at Different Layers of Cloud Computing. Journal of Supercomputing, 63, 561-592.
Mogilner, C., Chance, Z., & Norton, M. I. (2012). Giving Time Gives You Time. Psychological Science, 23(10), 1233-1238.
Morrison, E. W., & Robinson, S. L. (1997). When Employees Feel Betrayed: A Model of How Psychological Contract Violation Develops. Academy of management Review, 22(1), 226-256.
Morrisson, O., & Huppertz, J. W. (2010). External Equity, Loyalty Program Membership, and Service Recovery. Journal of Services Marketing, 24(3), 244-254.
Mustafa, S. Z., Kar, A. K., & Janssen, M. (2020). Understanding the Impact of Digital Service Failure on Users: Integrating Tan’s Failure and Delone and Mclean’s Success Model. International Journal of Information Management, 53, 102119.
Nikkhah, H. R., & Grover, V. (2022). An Empirical Investigation of Company Response to Data Breaches. MIS Quarterly, 46(4), 2163-2196.
Nunnally, J. C. (1978). An Overview of Psychological Measurement. Clinical Diagnosis of Mental Disorders, 97-146.
Odoom, R., Agbemabiese, G. C., & Hinson, R. E. (2020). Service Recovery Satisfaction in Offline and Online Experiences. Marketing Intelligence & Planning, 38(1), 1-14.
Okada, E. M., & Hoch, S. J. (2004). Spending Time Versus Spending Money. Journal of Consumer Research, 31(2), 313-323.
Oliver, R. L. (1977). Effect of Expectation and Disconfirmation on Postexposure Product Evaluations: An Alternative Interpretation. Journal of Applied Psychology, 62(4), 480-486.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer New York. NY: McGraw-Hill.
Ou, C. X., Zhang, X., Angelopoulos, S., Davison, R. M., & Janse, N. (2022). Security Breaches and Organization Response Strategy: Exploring Consumers’ Threat and Coping Appraisals. International Journal of Information Management, 65, 102498.
Page, T. G. (2020). Measuring Success: Explications and Measurement Scales of Instructing Information and Adjusting Information. Public Relations Review, 46(4), 101952.
Podsakoff, P. M., & Organ, D. W. (1986). Self-Reports in Organizational Research: Problems and Prospects. Journal of management, 12(4), 531-544.
Porter, L. W., & Steers, R. M. (1973). Organizational, Work, and Personal Factors in Employee Turnover and Absenteeism. Psychological Bulletin, 80(2), 151-176.
Privacy Rights Clearinghouse. (2018). Data Breach Notification in the United States and Territories. Retrieved from https://privacyrights.org/resources/whats-data-breach.
Rasoulian, S., Grégoire, Y., Legoux, R., & Sénécal, S. (2017). Service Crisis Recovery and Firm Performance: Insights from Information Breach Announcements. Journal of the Academy of Marketing Science, 45, 789-806.
Robinson, S. L., & Morrison, E. W. (2000). The Development of Psychological Contract Breach and Violation: A Longitudinal Study. Journal of Organizational Behavior, 21(5), 525-546.
Robinson, S. L., & Wolfe Morrison, E. (2000). The Development of Psychological Contract Breach and Violation: A Longitudinal Study. Journal of Organizational Behavior, 21(5), 525-546.
Rousseau, D. M. (1998). The'problem'of the Psychological Contract Considered. Journal of Organizational Behavior, 19, 665-671.
Runciman, W. G. (1966). Relative Deprivation and Social Justice: A Study of Attitudes to Social Inequality in Twentieth-Century England (Vol. 13): Routledge/Thoemms Press.
Santos, J. (2003). E‐Service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality, 13(3), 233-246.
Scher, S. J., & Darley, J. M. (1997). How Effective Are the Things People Say to Apologize? Effects of the Realization of the Apology Speech Act. Journal of Psycholinguistic Research, 26, 127-140.
Schoefer, K., & Ennew, C. (2005). The Impact of Perceived Justice on Consumers' Emotional Responses to Service Complaint Experiences. Journal of Services Marketing, 19(5), 261-270.
Schultz, F., Utz, S., & Göritz, A. (2011). Is the Medium the Message? Perceptions of and Reactions to Crisis Communication Via Twitter, Blogs and Traditional Media. Public Relations Review, 37(1), 20-27.
Sen, R., & Borle, S. (2015). Estimating the Contextual Risk of Data Breach: An Empirical Approach. Journal of Management Information Systems, 32(2), 314-341.
Sharifi, S. S., Palmeira, M., Ma, J., & Spassova, G. (2017). The Impact of Service Failure and Recovery on Target and Observing Customers: A Comparative Study. Journal of Hospitality Marketing & Management, 26(8), 889-910.
Shin, H., Casidy, R., & Mattila, A. S. (2018). Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives. Services Marketing Quarterly, 39(1), 1-21.
Singh, J., & Crisafulli, B. (2016). Managing Online Service Recovery: Procedures, Justice and Customer Satisfaction. Journal of Service Theory and Practice, 26(6), 764-787.
Smith, A. K., & Bolton, R. N. (1998). An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril? Journal of Service Research, 1(1), 65-81.
Smith, E. R., Seger, C. R., & Mackie, D. M. (2007). Can Emotions Be Truly Group Level? Evidence Regarding Four Conceptual Criteria. Journal of Personality and Social Psychology, 93(3), 431-446.
Smith, H. J., Cronin, T., & Kessler, T. (2008). Anger, Fear, or Sadness: Faculty Members' Emotional Reactions to Collective Pay Disadvantage. Political Psychology, 29(2), 221-246.
Smith, H. J., Pettigrew, T. F., Pippin, G. M., & Bialosiewicz, S. (2012). Relative Deprivation: A Theoretical and Meta-Analytic Review. Personality and Social Psychology Review, 16(3), 203-232.
Soman, D. (2001). The Mental Accounting of Sunk Time Costs: Why Time Is Not Like Money. Journal of behavioral decision making, 14(3), 169-185.
Son, J.-Y., & Kim, S. S. (2008). Internet Users' Information Privacy-Protective Responses: A Taxonomy and a Nomological Model. MIS Quarterly, 32(3), 503-529.
Soomro, Z. A., Shah, M. H., & Ahmed, J. (2016). Information Security Management Needs More Holistic Approach: A Literature Review. International Journal of Information Management, 36(2), 215-225.
Stouffer, S. A., Suchman, E. A., DeVinney, L. C., Star, S. A., & Williams Jr, R. M. (1949). The American Soldier: Adjustment during Army Life.(Studies in Social Psychology in World War Ii), Vol. 1. Princeton Univ. Press.
Summers, C. A., Smith, R. W., & Reczek, R. W. (2016). An Audience of One: Behaviorally Targeted Ads as Implied Social Labels. Journal of Consumer Research, 43(1), 156-178.
Sun, Y., Chen, J., & Sundar, S. S. (2024). Chatbot Ads with a Human Touch: A Test of Anthropomorphism, Interactivity, and Narrativity. Journal of Business Research, 172, 114403.
Sung, M., & Hwang, J.-S. (2014). Who Drives a Crisis? The Diffusion of an Issue through Social Networks. Computers in Human Behavior, 36, 246-257.
Swani, K., Labrecque, L., & Markos, E. (2024). Are B2b Data Breaches Concerning? Consequences of Buyer's or Firm's Data Loss on Buyer and Supplier Related Outcomes. Industrial Marketing Management, 119, 43-61.
Sweeney, P. D., McFarlin, D. B., & Inderrieden, E. J. (1990). Using Relative Deprivation Theory to Explain Satisfaction with Income and Pay Level: A Multistudy Examination. Academy of Management Journal, 33(2), 423-436.
Syed, R. (2019). Enterprise Reputation Threats on Social Media: A Case of Data Breach Framing. Journal of Strategic Information Systems, 28(3), 257-274.
Tan, C.-W., Benbasat, I., & Cenfetelli, R. T. (2016). An Exploratory Study of the Formation and Impact of Electronic Service Failures. MIS Quarterly, 40(1), 1-30.
Tavuchis, N. (1993). Mea Culpa: A Sociology of Apology and Reconciliation. Stanford, CA: Stanford University Press.
Tayaksi, C., Ada, E., Kazancoglu, Y., & Sagnak, M. (2022). The Financial Impacts of Information Systems Security Breaches on Publicly Traded Companies: Reactions of Different Sectors. Journal of Enterprise Information Management, 35(2), 650-668.
Tsohou, A., Siponen, M., & Newman, M. (2020). How Does Information Technology-Based Service Degradation Influence Consumers’ Use of Services? An Information Technology-Based Service Degradation Decision Theory. Journal of Information Technology, 35(1), 2-24.
Ulmer, R. R., Seeger, M. W., & Sellnow, T. L. (2007). Post-Crisis Communication and Renewal: Expanding the Parameters of Post-Crisis Discourse. Public Relations Review, 33(2), 130-134.
Ulmer, R. R., & Sellnow, T. L. (2002). Crisis Management and the Discourse of Renewal: Understanding the Potential for Positive Outcomes of Crisis. Public Relations Review, 28(4), 361-365.
Van den Bos, K., Lind, E. A., Vermunt, R., & Wilke, H. A. (1997). How Do I Judge My Outcome When I Do Not Know the Outcome of Others? The Psychology of the Fair Process Effect. Journal of Personality and Social Psychology, 72(5), 1034-1046.
Van Zomeren, M., & Iyer, A. (2009). Introduction to the Social and Psychological Dynamics of Collective Action. In (Vol. 65, pp. 645-660): Wiley Online Library.
Vance, A., Lowry, P. B., & Eggett, D. (2013). Using Accountability to Reduce Access Policy Violations in Information Systems. Journal of Management Information Systems, 29(4), 263-290.
Varkaris, E., & Neuhofer, B. (2017). The Influence of Social Media on the Consumers’ Hotel Decision Journey. Journal of Hospitality & Tourism Technology, 8(1), 101-118.
Vázquez-Casielles, R., Iglesias, V., & Varela-Neira, C. (2012). Service Recovery, Satisfaction and Behaviour Intentions: Analysis of Compensation and Social Comparison Communication Strategies. Service Industries Journal, 32(1), 83-103.
Walker, I., & Smith, H. J. (2002). Relative Deprivation: Specification, Development, and Integration: Cambridge University Press.
Wang, Q., Ngai, C. S.-B., & Singh, R. G. (2021). A Discursive Analysis of Crisis Response Strategies in Ceo Apologies—Drawing on Linguistic Insights from the Appraisal Framework. Management Communication Quarterly, 35(4), 602-622.
Wang, S., & Huff, L. C. (2007). Explaining Buyers' Responses to Sellers' Violation of Trust. European Journal of Marketing, 41(9/10), 1033-1052.
Wanous, J. P., Poland, T. D., Premack, S. L., & Davis, K. S. (1992). The Effects of Met Expectations on Newcomer Attitudes and Behaviors: A Review and Meta-Analysis. Journal of Applied Psychology, 77(3), 288-297.
Whillans, A. V., Weidman, A. C., & Dunn, E. W. (2016). Valuing Time over Money Is Associated with Greater Happiness. Social Psychological and Personality Science, 7(3), 213-222.
Wirtz, J., Kunz, W. H., Hartley, N., & Tarbit, J. (2023). Corporate Digital Responsibility in Service Firms and Their Ecosystems. Journal of Service Research, 26(2), 173-190.
Wright, S. A., & Xie, G.-X. (2019). Perceived Privacy Violation: Exploring the Malleability of Privacy Expectations. Journal of Business Ethics, 156, 123-140.
Xie, Y., Qiao, R., Shao, G., & Chen, H. (2017). Research on Chinese Social Media Users’ Communication Behaviors during Public Emergency Events. Telematics and Informatics, 34(3), 740-754.
Zhai, X., Luo, Q., & Wang, L. (2020). Why Tourists Engage in Online Collective Actions in Times of Crisis: Exploring the Role of Group Relative Deprivation. Journal of Destination Marketing & Management, 16, 100414.