Causes and consequences of consumer online privacy concern

International Journal of Service Industry Management

Volumn 18, Issue 4, 2007, Pages 326-348

  Wirtz, Jochen ^a   Lwin, May O ^b   Williams, Jerome D ^c  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

^b NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

^c UNIVERSITY OF TEXAS AT AUSTIN   (United States)

Author keywords

Consumer protection; Electronic commerce; Internet; Privacy

Indexed keywords

EID: 34547652240     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230710778128     Document Type: Article

References (69)

1. Bennett, C.J. (1992), Regulating Privacy, Cornell University Press, Ithaca, NY.
2. Bloom, P.N., Milne, G.R. and Adler, R. (1994), “Avoiding misuse of new information technologies: legal and societal consideration”, Journal of Marketing, Vol. 58, pp. 98-110.
3. Bowers, D.K. (1998), “FAQs on online research: legislative and regulatory issues”, Marketing Research, Vol. 10, pp. 45-8.
4. Caudill, E.M. and Murphy, P.E. (2000), “Consumer online privacy: legal and ethical issues”, Journal of Public Policy & Marketing, Vol. 19, pp. 7-19.
5. Cespedes, F.V. and Smith, J.H. (1993), “Database marketing: new rules for policy and practice”, Sloan Management Review, Vol. 34, pp. 7-22.
6. Clarke, R. (1994), “Human identification in information systems: management challenges and public policy issues”, Information Technology & People, Vol. 7 No. 4, pp. 6-37.
7. Clarke, R. (1999), “Internet privacy concerns confirm the case for intervention”, Communication of the ACM, Vol. 42, pp. 60-7.
8. Clinton, W.J. and Gore, A. (1997), “Framework for Global Electronic Commerce”, available at: www.ecommerce.gov (accessed October 3, 2001).
9. CNN.com (2000), A Census First: Answering Surveys over the Internet, First: Answering Surveys over the Internet, (March 1).
10. Cranor, L.F., Reagle, J. and Ackerman, M.S. (1999), “Beyond concern: understanding net users' attitudes about online privacy”, AT&T Labs-Research Technical Report, TR 99.4.3.
11. Culnan, M.J. (1993), “How did they get my name? an exploratory investigation of consumer attitudes toward secondary information use”, MIS Quarterly, Vol. 17, pp. 341-62.
12. Culnan, M.J. (1999), Privacy and the Top 100 Web Sites Report to the Federal Trade Commission, Georgetown University, Washington, DC.
13. Culnan, M.J. (2000), “Protecting privacy online: is self-regulation working?”, Journal of Public Policy & Marketing, Vol. 19, pp. 20-6.
14. Culnan, M.J. and Milne, G.R. (2001), “The Culnan-Milne Survey on Consumers and Online Privacy Notices”, available at: www.ftc.gov/bcp/workshops/glb/supporting/culnan-milne.pdf (accessed December 8).
15. CustomerSat (2002) CustomerSat releases white paper demonstrating benefits of real-time feedback analytics, available at: www.customersat.com/new/pr_analytics.html (accessed January 10).
16. Davis, K., Frederick, W.C. and Blomstrom, R.L. (1980), Business and Society, 2nd ed., McGraw-Hill, New York, NY.
17. Fox, S., Rainie, L., Horrigan, J., Lenhart, A., Spooner, T. and Carter, C. (2000), “Trust and privacy online: why Americans want to rewrite the rules”, The Internet Life Report, The Pew Internet and American Life Project, available at: www.pewinternet.org (accessed January 10, 2001).
18. Fulcrum Analytics (2001), “UCO Software to Address Retailers($6.2 Billion Privacy Problem”, available at: www.cyberdialogue.com/news/releases/2001/11-07-uco-retail.pdf (accessed November 14).
19. Gauzente, C. and Ranchhod, A. (2001), “Ethical marketing for competitive advantage on the internet”, Academy of Marketing Science Review, Vol. 1 No. 10, available at: www.amsreview.org/amsrev/forum/gauzente10-01.html (accessed December 20).
20. Gavison, R. (1984), Philosophical. Dimensions of Privacy: An Anthology, Cambridge University Press, Cambridge.
21. Georgia Tech Research Corporation (1998), “10th WWW user survey”, available at: www.cc.gatech.edu/gvu/user_surveys (accessed January 8, 2001).
22. Heracleous, L.T. and Wirtz, J. (2006), “Biometrics the next frontier in service excellence, productivity and security in the service sector”, Managing Service Quality, Vol. 16 No. 1, pp. 12-22.
23. Hiller, J.S. and Cohen, R. (2001), Internet Law and Policy, Prentice-Hall, Upper Saddle River, NJ.
24. Hoffman, D.L., Novak, T.P. and Peralta, M. (1999), “Building consumer trust online”, Communications of the ACM, Vol. 42, pp. 80-5.
25. Holmbeck, G.N. (1997), “Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators: examples from the child-clinical and pediatric psychology literatures”, Journal of Consulting and Clinical Psychology, Vol. 65 No. 4, pp. 599-610.
26. IDG (2000), US Census Bureau Turns to the Net for Answers, IDG, Newtonville, MA, February 27.
27. Korgaonkar, P.K. and Wolin, L.D. (1999), “A multivariate analysis of web usage”, Journal of Advertising Research, Vol. 39, pp. 53-68.
28. Laczniak, E.R. and Murphy, P.E. (1993), Ethical Marketing Decisions: The Higher Road, Allyn and Bacon, Boston, MA.
29. Linowes, D.F. (1989), Privacy in America: Is Your Private Life in the Public Eye?, University of Illinois Press, Chicago, IL.
30. Lovelock, C. and Wirtz, J. (2006), Services Marketing – People, Technology, Strategy, 6th ed., Prentice-Hall, Upper Saddle River, NJ.
31. Lwin, M.O. and Williams, J.D. (2003), “A model interpreting the multidimensional developmental theory of privacy and theory of planned behavior to examine fabrication of information online”, Marketing Letters, Vol. 14 No. 4, pp. 257-72.
32. Lwin, M.O., Wirtz, J. and Williams, J.D. (2007), “Consumer online privacy concerns and responses: a power-responsibility equilibrium perspective”, Journal of the Academy of Marketing Science, Online First, Digital Object Identifier, DOI: 10.1007/s11747-006-0003-3.
33. McGraw, H. IV (1999), “Managing the privacy revolution”, Direct Marketing, Vol. 61, pp. 36-40.
34. Marketing News (2000), “Internet big point for new president”, Marketing News, October 9, p. 12.
35. Milne, G.R. (2000), “Privacy and ethical issues in database/interactive marketing and public policy: a research framework and overview of the special issue”, Journal of Public Policy & Marketing, Vol. 19, pp. 1-6.
36. Milne, G.R. and Boza, M-E. (1999), “Consumers' trust and concern about organizations use of personal information in direct marketing”, Journal of Interactive Marketing, Vol. 13, pp. 7-24.
37. Milne, G.R. and Gordon, M.E. (1993), “Direct mail privacy-efficiency tradeoffs within an implied social contract framework”, Journal of Public Policy & Marketing, pp. 206-15.
38. Milne, G.R., Rohm, A.J. and Bahl, S. (2004), “Consumers' protection of online privacy and identity”, Journal of Consumer Affairs, Vol. 38 No. 2, pp. 217-30.
39. Moon, Y. (2000), “Intimate exchanges: using computers to elicit self-disclosure from consumers”, Journal of Consumer Research, Vol. 26, pp. 323-39.
40. Nash, E.L. (1993), Database Marketing: The Ultimate Marketing Tool, McGraw-Hill, New York, NY.
41. Nowak, G. and Phelps, J. (1992), “Understanding privacy concerns: an assessment of consumers' information related knowledge and beliefs”, Journal of Direct Marketing, Vol. 6 No. 4, pp. 28-39.
42. Phelps, J.E., D'Souza, G. and Nowak, G.J. (2001), “Antecedents and consequences of consumer privacy concerns: an empirical investigation”, Journal of Interactive Marketing, Vol. 15 No. 4, pp. 2-17.
43. Phelps, J., Nowak, G. and Ferrell, E. (2000), “Privacy concerns and consumer willingness to provide personal information”, Journal of Public Policy & Marketing, Vol. 19, pp. 27-41.
44. Pincus, L.B. and Johns, R. (1997), “Private parts: a global analysis of privacy protection schemes and a proposed innovation for their comparative evaluation”, Journal of Business Ethics, Vol. 16, pp. 1237-60.
45. Reidenberg, J.R. (1996), “Governing networks and rule-making in cyberspace”, Emory Law Journal, Vol. 45.
46. Richards, J.I. (1997), “Legal potholes on the information superhighway”, Journal of Public Policy & Marketing, Vol. 16, pp. 319-26.
47. Safire, W. (2002), “The intrusion explosion”, The New York Times, (May 2), p. 27.
48. Sanders, E. (2002), “Bill to revive political battle over net privacy senate: measure would require web firms to get consumers' permission to collect sensitive data”, Los Angeles Times, April 17, p. C8.
49. Sheehan, K.B. and Hoy, M.G. (1999), “Flaming, complaining, abstaining: how online users respond to privacy concerns”, Journal of Advertising, Vol. 28, pp. 37-51.
50. Sheehan, K.B. and Hoy, M.G. (2000), “Dimensions of privacy concern among online consumers”, Journal of Public Policy and Marketing, Vol. 19, pp. 62-73.
51. Singh, J. and Pandya, S. (1991), “Exploring the effects of consumers' dissatisfaction level on complaint behaviours”, European Journal of Marketing, Vol. 25 No. 9, pp. 7-21.
52. Smith, H.J. (1994), Managing Privacy: Information Technology and Corporate America, University of North Carolina Press, Chapel Hill, NC.
53. Smith, H.J., Milberg, S.J. and Burke, S.J. (1996), “Information privacy: measuring individuals' concerns about organizational practices”, MIS Quarterly, Vol. 20, pp. 167-96.
54. Szynal, D. (2002), “Internet proposals await lawmakers”, Marketing News, Vol. 36, p. 11.
55. Taylor, C.R., Franke, G.R. and Maynard, M.L. (2000), “Attitudes toward direct marketing and its regulation: a comparison of the United States and Japan”, Journal of Public Policy & Marketing, Vol. 19, pp. 228-37.
56. Thomas, R.E. and Maurer, V.G. (1997), “Database marketing practice: protecting consumer privacy”, Journal of Public Policy & Marketing, Vol. 16, pp. 147-55.
57. Waldmeir, P. (2001), “Should americans exchange privacy for security?”, The Straits Times, (December 29), p. 28.
58. Wang, H., Lee, M.K.O. and Chen, W. (1998), “Consumer privacy concerns about internet marketing”, Communications of the ACM, Vol. 41, pp. 63-70.
59. Warren, S. and Brandeis, L.D. (1890), “The right to privacy”, Harvard Law Review, Vol. 4 No. 5, pp. 193-220.
60. Weisband, S.P. and Reinig, B.A. (1995), “Managing user perception of e-mail privacy”, Communications of the ACM, Vol. 12, pp. 40-7.
61. Westin, A.F. (1967), Privacy and Freedom, Atheneum, New York, NY.
62. Wijnholds, H.B. and Little, M.W. (2001), “Regulatory issues for global e-tailers: marketing implications”, Academy of Marketing Science Review, Vol. 1 No. 9, available at: www.amsreview.org/amsrev/theory/wijnholds9-01.html (accessed October 5).
63. Wilinsky, C. and Slyvester, J. (1992), “Privacy in the telecommunication age”, Communications of the ACM, Vol. 35 No. 2, pp. 23-5.
64. Williams, J.D., Henderson, G.R. and Harris, A-M. (2001), “Consumer racial profiling: bigotry goes to market”, The New Crisis, November/December, pp. 22-4.
65. Wirtz, J. and Heracleous, L.T. (2005), “Biometrics meets services”, Harvard Business Review, (February), p. 48.
66. Wirtz, J. and Kum, D. (2004), “Consumer cheating on service guarantees”, Journal of the Academy of Marketing Science, Vol. 32 No. 2, pp. 159-75.
67. Yoffie, A.J. (1998), “The ‘sampling dilemma’ is no different on-line”, Marketing Technology, (April 13) p. 16.
68. Baron, R.M. and Kenny, D.A. (1986), “The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations”, Journal of Personality and Social Psychology, Vol. 51 No. 6, pp. 1173-82.
69. Joreskog, K.G. and Sorbom, D. (1996), LISREL 8: User Reference Guide, Scientific Software International, Chicago, IL.