13C When Collecting Personal Data From Consumers Backfires
Although consumers readily give companies their data (e.g., signing in through Facebook), little research has investigated the downstream consequences of such behavior. Two studies reveal that when a brand collects more (vs. less) personal information about a consumer, the consumer responds more negatively toward service failure by the brand.
Citation:
Jianna Jin, Robert Smith, and Rebecca Walker Reczek (2019) ,"13C When Collecting Personal Data From Consumers Backfires", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 977-977.
Authors
Jianna Jin, Ohio State University, USA
Robert Smith, Ohio State University, USA
Rebecca Walker Reczek, Ohio State University, USA
Volume
NA - Advances in Consumer Research Volume 47 | 2019
Share Proceeding
Featured papers
See MoreFeatured
H1. How Anthropomorphized Roles Influence Consumers' Attitude Towards Innovative Products
yuanqiong He, Huazhong University of Science and Technology, China
Zhou Qi, Huazhong University of Science and Technology, China
Featured
J6. Cozying up to the Kardashians: A Theory for Consumers' Affinity towards Celebrity Gossip
Jayant Nasa, Indian School of Business
Tanuka Ghoshal, Baruch College, USA
Raj Raghunathan, University of Texas at Austin, USA
Featured
Human or Robot? The Uncanny Valley in Consumer Robots
Noah Castelo, Columbia University, USA
Bernd Schmitt, Columbia University, USA
Miklos Sarvary, Columbia University, USA