Drawing on expectation confirmation research, we develop hypotheses regarding the effect of compensation on key customer outcomes following a major data breach and consequent service recovery effort. Data were collected in a longitudinal field study of Sony customers during their data breach in 2011. One hundred forty-four customers participated in the two-phase data collection that began when the breach was announced and concluded after reparations were made. Using polynomial modeling and response surface analysis, we demonstrate that a modified assimilation-contrast model explained perceptions of service quality and continuance intention and a generalized negativity model explained repurchase intention. The results of our work contribute to research on data breaches and service failure by demonstrating the impacts of compensation on customer outcomes. We discuss theoretical and practical implications.
Purpose-This study aims to explore whether collectivistic and individualistic users exhibit different e-commerce loyalty and purchase intentions. Design/methodology/approach-The paper operationalises Triandis' individuality and collectivism typology. Empirical data were gathered using face-to-face questionnaire instruments with 140 respondents, comprising undergraduate students and government employees. Findings-Online shoppers are more individualistic than those who have not shopped online, while individualism and collectivism do not influence online loyalty. Research limitations/implications-As firms compete for online custom, it would be useful to gain some understanding of the possible effects of individual and collective behaviour on purchasing behaviour. Practical implications-Instead of competing for existing online users, online stores could expand their market by appealing to offline shoppers using collective techniques. Originality/value-Online loyalty has been an important focus of prior work and, while there has been significant focus on communities, Internet use remains a very personal activity. The paper provides new evidence that offline shoppers are more collectivistic than online shoppers.
Software piracy is a problem in the software industry, as firms lose revenue when pirated rather than original software is purchased. However, much of the research literature focuses on end-user piracy. This study goes directly to the initial software crackers to determine why they invest their skill in this activity instead of more lucrative and legal employment. The study applies a framework developed from the psychology literature in an online survey. The challenge of removing copy protection was the strongest motivation. Desire for social participation, while rewarding, was unimportant to crackers. Higher social status is a by-product of cracking.
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