Evaluating Customer Information Breaches as Service Failures: An Event Study Approach
通过事件研究发现，客户信息泄露会导致公司市值显著下降，且泄露信息量越大、公司规模越大，损失越严重；管理者应将此类事件视为服务失败而非信息系统故障，并采用服务补救策略来应对。
Firms are collecting more information about their customers than ever before in an attempt to understand and better serve customer needs. At the same time, firms are becoming more vulnerable to the compromise of customer information through security breaches. This study attempts to associate breach reports with the decline in market value of firms using an event study. The results show that firms suffer significant market value depreciation over a short as well as a long time window. Further, the greatest devaluation occurs when larger amounts of customer information are compromised at large companies. Due to the greater potential of customer backlash, negative publicity and liability risk, managers must view customer information breaches as service failures rather than as information system failures. Employing established service failure recovery strategies may allow firms to quickly and proactively address customer privacy concerns and thereby mitigate negative market reaction to information breaches.