Identity Theft and E-Fraud as Critical CRM Concerns

Fraud and identity theft have been increasing with the use of e-commerce. In the U.S. alone, it has been estimated that victims may spend on average $1,500 in out-of-pocket expenses and an average of 175 hours in order to resolve the many problems caused by such identity thieves. Organizations that engage in e-commerce as a large part of their business need to protect their customers against these crimes. An empirical study of 75 managerial employees and/or knowledge workers in five large organizations in Pittsburgh, Pennsylvania, revealed a number of interesting facts about how much information they share with others, what the likelihood is that they will conduct business online, and whether or not they take steps to protect their personal identity and credit. Model construction and implications were generated concerning steps that employees and customers may take to avoid identity theft.