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Which IT Security Investments Will Pay Off for Suppliers? Using the Kano Model to Determine Customers’ Willingness to Pay

Sonnenschein, Rabea and Loske, André and Buxmann, Peter (2016):
Which IT Security Investments Will Pay Off for Suppliers? Using the Kano Model to Determine Customers’ Willingness to Pay.
In: Hawaii International Conference on System Sciences (HICSS), Grand Hyatt, Kauai, HI, USA, 05.-08.01.2016, [Conference or Workshop Item]

Abstract

Although cost-benefit analyses are an important aspect of information technology (IT) security (ITS) management, previous research focuses largely on the customer perspective and neglects the supplier side. However, since ensuring a high level of ITS in modern IT products is typically associated with a large investment, customers’ willingness to pay is essential for decision making in the context of IT product development. We draw on Kano’s theory of attractive quality to analyze how customers generally evaluate implemented ITS safeguards. Based on expert interviews and a large-scale empirical study involving customer company decision makers, this paper demonstrates that different customer evaluations of ITS safeguards are associated with different levels of willingness to pay. Therefore, our results will enable IT suppliers not only to understand their customers’ ITS needs but also to derive optimal ITS strategies, which may provide both economic and competitive advantages. Further theoretical and practical implications are also discussed.

Item Type: Conference or Workshop Item
Erschienen: 2016
Creators: Sonnenschein, Rabea and Loske, André and Buxmann, Peter
Title: Which IT Security Investments Will Pay Off for Suppliers? Using the Kano Model to Determine Customers’ Willingness to Pay
Language: English
Abstract:

Although cost-benefit analyses are an important aspect of information technology (IT) security (ITS) management, previous research focuses largely on the customer perspective and neglects the supplier side. However, since ensuring a high level of ITS in modern IT products is typically associated with a large investment, customers’ willingness to pay is essential for decision making in the context of IT product development. We draw on Kano’s theory of attractive quality to analyze how customers generally evaluate implemented ITS safeguards. Based on expert interviews and a large-scale empirical study involving customer company decision makers, this paper demonstrates that different customer evaluations of ITS safeguards are associated with different levels of willingness to pay. Therefore, our results will enable IT suppliers not only to understand their customers’ ITS needs but also to derive optimal ITS strategies, which may provide both economic and competitive advantages. Further theoretical and practical implications are also discussed.

Divisions: 01 Department of Law and Economics
01 Department of Law and Economics > Betriebswirtschaftliche Fachgebiete
01 Department of Law and Economics > Betriebswirtschaftliche Fachgebiete > Information Systems
01 Department of Law and Economics > Betriebswirtschaftliche Fachgebiete > Fachgebiet Software Business & Information Management
Event Title: Hawaii International Conference on System Sciences (HICSS)
Event Location: Grand Hyatt, Kauai, HI, USA
Event Dates: 05.-08.01.2016
Date Deposited: 07 Oct 2015 08:12
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