Security Breaches and Consumer Trust

Can Saks Fifth Avenue Recover?

Meredith Mosley , Lorynn Divita

Business Case
Source: Bloomsbury Fashion Business Cases
DOI: 10.5040/9781350989955.0006
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Abstract

Each day retailers face challenges in protecting their customers’ personal and credit card information stored in systems that are at risk of being hacked and consequently of this information being exposed. Cybercrime and security breaches cost retailers, both financially and in terms of the negative publicity they receive. Saks Fifth Avenue faced this situation when they experienced a breach in their security system that led to their customers’ information being exposed. This resulted in a customer service and public relations problem that the Hudson’s Bay Company (parent company to Saks Fifth Avenue) had to address immediately in the hopes that they could rebuild their customers’ trust. Students are asked to identify and/or weigh the benefits and drawbacks of alternative solutions to resolve this situation from the perspective of Hudson’s Bay Company management, as well as justifying the best option for implementation.


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