Apart from having financial implications, a security breach leads to a loss of consumer trust. An illustration of this is in the hospitality industry, where breaches can have a negative impact on consumer perception, satisfaction and intent to revisit (Berezina et al., 2012).
In their study ‘Consumer security behaviours and trust following a data breach’, authors Shelby R. Curtis, Jessica Rose Carre, and Daniel Nelson Jones concluded that, following a data breach consumers perceived companies as less trustworthy, but did not change their ‘behavioural intentions to be personally more secure’. This suggests that companies should be omitting reliance on improved user security practices when assessing their security posture following a security breach.
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