 Intrusion and violation of privacy: a conceptual model to manage the effects on the quality of customer relationshipIntrusion et violation de la vie privée: un modèle conceptuel pour gérer les effets sur la qualité de la relation clientPauline Roques ()
Post-Print from HAL Abstract: The value of consumer personal data is substantial. Companies are gathering and using this data because of technology advancements, which provide them significant competitive and economic benefits. On the other side, the proliferation of data exposes individuals to new risks associated with unwanted uses of their personal information. This paper explores how to manage customer relationships after a privacy failure. The objective is to understand how to establish and maintain a strong customer relationship in a digital setting where such failures are common. We suggest a conceptual model based on the body of literature that considers the complicated and interrelated positions of consumers and companies. The analyses are supplemented by qualitative data from interviews with both populations. To open up new research horizons, we highlight potential theoretical and managerial consequences. Keywords: intrusion; violation; personal data; privacy; customer relationship management; relation client; vie privée; données personnelles (search for similar items in EconPapers) Published in 22ème Colloque Marketing Digital, Sep 2023, Paris, France There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05452233 Access Statistics for this paper More papers in Post-Print from HAL |
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