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Beyond Mere Compliance : Delighting Customers by Implementing Data Privacy Measures?

Title data

Kleindienst, Dominikus ; Nüske, Niclas ; Rau, Daniel ; Schmied, Fabian:
Beyond Mere Compliance : Delighting Customers by Implementing Data Privacy Measures?
In: Proceedings of the 13th International Conference on Wirtschaftsinformatik (WI). - St. Gallen, Switzerland , 2017

Official URL: Volltext

Project information

Project title:
Project's official title
Project's id
Projektgruppe WI Customer Relationship Management
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Abstract in another language

The importance of customer data for business models is increasing, as is the relevance of customers’ concerns regarding privacy aspects. To prevent data privacy incidents and to mitigate the associated risks, companies need to implement appropriate measures. Furthermore, it is unclear whether their implementation – beyond mere compliance – has the potential to actually delight customers and yields competitive advantages. In this paper, we derive specific measures to deal with customers’ data privacy concerns based on the literature, legislative texts, and expert interviews. Next, we leverage the Kano model via an Internet-based survey to analyze the measures’ evaluation by customers. As a result, most measures are considered basic needs of must-be quality. Their implementation is obligatory and is not rewarded by customers. However, delighters of attractive quality do exist and have the potential to create a competitive advantage.

Further data

Item Type: Article in a book
Refereed: Yes
Keywords: Data Privacy; Customer Satisfaction; Kano Model
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: No
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 09 Jan 2018 08:03
Last Modified: 08 Jun 2022 06:18