TY - JOUR
T1 - Cyber alarm
T2 - Determining the impacts of hotel's data breach messages
AU - Chen, Hsiangting Shatina
AU - Jai, Tun Min (Catherine)
N1 - Publisher Copyright:
© 2018 Elsevier Ltd
PY - 2019/9
Y1 - 2019/9
N2 - 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.
AB - 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.
KW - Corporate communication
KW - Crisis responses
KW - Data breach
KW - Hotels
UR - http://www.scopus.com/inward/record.url?scp=85055736835&partnerID=8YFLogxK
U2 - 10.1016/j.ijhm.2018.10.002
DO - 10.1016/j.ijhm.2018.10.002
M3 - Article
AN - SCOPUS:85055736835
VL - 82
SP - 326
EP - 334
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
SN - 0278-4319
ER -