Emotional reactions and coping responses of employees to a cyber-attack: A case study. (June 2021)

• Record Type: Journal Article
• Authors: Stacey, Patrick; Taylor, Rebecca; Olowosule, Omotolani; Spanaki, Konstantina
• Is Part Of: International journal of information management. Volume 58(2021)
• Publication Date: 2021-06
• Subjects: IS security -- Cyber-attack -- Emotional reaction -- Coping response -- TTAT -- Case study; Social sciences -- Information services -- Periodicals; Social sciences -- Research -- Periodicals; Information science -- Periodicals; Management information systems -- Periodicals; Knowledge management -- Periodicals; Sciences sociales -- Documentation, Services de -- Périodiques; Sciences sociales -- Recherche -- Périodiques; Sciences de l'information -- Périodiques; Systèmes d'information de gestion -- Périodiques; Information science; Management information systems; Social sciences -- Information services; Social sciences -- Research; Periodicals; Electronic journals; 025.52068
• DOI: 10.1016/j.ijinfomgt.2020.102298
• Languages: English
• ISSNs: 0268-4012

Abstract

Highlights: The study investigates the emotional and coping responses of employees towards a cyber-attack. We contribute a model called Transformation of Coping through Empathic Leadership (T-CEL) for senior management. Senior management empathy and resource mobilization mediates/transforms the emotion and coping of security teams. Security teams oscillate between the modes of problem and emotion-focused coping. Absence of security managers has a negative impact on the emotions and self-efficacy of security teams. Abstract: Cybersecurity is a serious threat to information technology (IT) systems, with most organisations now relying on their IT systems to function day-to-day. Therefore, it is crucial that organisations ensure they are protected. This research investigates the emotional and coping responses of employees towards a cyber-attack. Data was collected through an in-depth case study approach (24 semi-structured interviews) conducted at a global manufacturing company, along with primary observations and a corpus of secondary materials. Our data analysis applied a grounded approach which was then refined using an emotion theoretic lens with the application of Technology Threat Avoidance Theory (TTAT). Drawing on structural appraisal theory, our findings indicate the IT security team in the case study oscillated between positive problem-focused coping and negative emotion-focused coping. A key explanatory feature or turnaround mechanism that mediated this oscillation was senior management empathy and resource mobilization. Building on the analyses, a conceptual model is developed called the Transformation of Coping through Empathic Leadership (T-CEL). The research suggests the crucial role that senior management play in transforming the emotional and coping capabilities of employees through their intervention and support. The study extends the IS Security theoretical background through a TTAT-lens for the analysis of cyber-attack incidents.