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April 29, 2026Electronic MarketsOpen Access

Selecting trust repair strategies: The case of privacy breaches in smart service systems

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Authors

BKBjörn KonopkaTU Dortmund UniversityKHKay HönemannTU Dortmund UniversityNYNing YangLoyola University Chicago

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Implication

Randomized trial assesses trust repair strategies in smart service systems, suggesting effective combinations for organizations.

Key Points

  • The study aims to evaluate the effectiveness of various trust repair strategies following privacy breaches in smart service systems.
  • Conducted a scenario-based experiment with 77 long-term smart home users.
  • Utilized a fixed-effects regression model for panel data analysis.
  • Assessed the effectiveness of verbal (apology, denial, reticence) and substantive (compensation, regulation, third-party involvement) strategies.
  • Apology is identified as the most effective verbal strategy for trust repair.
  • Regulation proves to be the most effective substantive strategy.
  • Combining strategies generally performs better than isolated strategies, though third-party involvement offers limited benefit.

Cite This Study

Konopka et al. (2026) studied this question.

synapsesocial.com/papers/69f19f9cedf4b46824806702https://doi.org/10.1007/s12525-026-00887-y
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