Cyber alarm: Determining the impacts of hotel's data breach messages

Hsiangting Shatina Chen, Tun Min (Catherine) Jai

Research output: Contribution to journalArticlepeer-review

8 Scopus citations


Since cyber-attacks have become a significant concern in the hospitality industry, hospitality professionals need to address vulnerabilities and capabilities when data breaches take effect at hospitality organizations. This study investigated: (1) how a hotel data breach incident from different information channels influence consumers’ perceptions, and (2) how a hotel's responsibility for a data breach crisis influence consumers’ revisit intention and trust toward the hotel. The present study employed Situational Crisis Communication Theory to develop a 2 by 2 experimental design research. Participants were randomly assigned into one of four conditions (data breach messages received from either the news or the hotel; whether or not hotel guests are the victim of the incident). This study addresses the impacts of cyber-crisis communication on hospitality organizations. The results provide insights regarding hotel guests’ reactions toward information security and the practical implications for hotel management regarding corporate communication and reputation.

Original languageEnglish
Pages (from-to)326-334
Number of pages9
JournalInternational Journal of Hospitality Management
StatePublished - Sep 2019


  • Corporate communication
  • Crisis responses
  • Data breach
  • Hotels


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