Success factors for data protection in services and support roles

combining traditional interviews with delphi method

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Citation (Scopus)

Abstract

The transformation of today’s information and communications technology (ICT) firms requires the services and support organizations to think differently about customers data protection. Data protection represents one of the security and privacy areas considered to be the next “blue ocean” in leveraging the creation of business opportunities. Based in contemporary literature, the authors conducted a two phases’ qualitative methodology - the expert’s interviews and Delphi method to identify and rank 12 factors on which service and support professionals should follow in their daily tasks to ensure customer data protection: 1) Data classification, 2) Encryption, 3) Password protection, 4) Approved tools, 5) Access controls, 6) How many access data, 7) Testing data, 8) Geographic rules, 9) Data retention, 10) Data minimization, 11) Escalating issues, and 12) Readiness and training. This paper contribute to the growing body of knowledge of data protection filed. The authors provide directions for future work for practitioners and researchers.

Original languageEnglish
Title of host publicationCensorship, Surveillance, and Privacy
Subtitle of host publicationConcepts, Methodologies, Tools, and Applications
PublisherIGI Global
Pages814-829
Number of pages16
Volume2
ISBN (Electronic)9781522571148
ISBN (Print)9781522571131
DOIs
Publication statusPublished - 1 Jan 2019

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data protection
interview
customer
data access
privacy
communication technology
information technology
expert
firm
methodology
knowledge

Cite this

Ruivo, P., Santos, V., & Oliveira, T. (2019). Success factors for data protection in services and support roles: combining traditional interviews with delphi method. In Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications (Vol. 2, pp. 814-829). IGI Global. https://doi.org/10.4018/978-1-5225-7113-1.ch042
Ruivo, Pedro ; Santos, Vitor ; Oliveira, Tiago. / Success factors for data protection in services and support roles : combining traditional interviews with delphi method. Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications. Vol. 2 IGI Global, 2019. pp. 814-829
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Ruivo, P, Santos, V & Oliveira, T 2019, Success factors for data protection in services and support roles: combining traditional interviews with delphi method. in Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications. vol. 2, IGI Global, pp. 814-829. https://doi.org/10.4018/978-1-5225-7113-1.ch042

Success factors for data protection in services and support roles : combining traditional interviews with delphi method. / Ruivo, Pedro; Santos, Vitor; Oliveira, Tiago.

Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications. Vol. 2 IGI Global, 2019. p. 814-829.

Research output: Chapter in Book/Report/Conference proceedingChapter

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Ruivo P, Santos V, Oliveira T. Success factors for data protection in services and support roles: combining traditional interviews with delphi method. In Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications. Vol. 2. IGI Global. 2019. p. 814-829 https://doi.org/10.4018/978-1-5225-7113-1.ch042