Company post-breach communication and customer response

Though companies usually implement communication strategies following data breaches, most communications are perceived as being symbolic with little intrinsic motivation to support customers. Drawing from the literature on service failures, this research aims to investigate company communication strategies and their impacts on customer response after data breaches. In Study 1, we conducted a survey of open-ended questions with 126 impacted customers from the 2022 Australian data breaches and combined the content analysis results with the literature to develop our conceptual model. To test the conceptual model, we plan to conduct Study 2 using factorial survey method with another 800 participants. Our expected findings will contribute to crisis management research by improving the understanding of how customers respond to post-breach communication strategies and offer important practical implications.