Graduation Year

2023

Document Type

Dissertation

Degree

D.B.A.

Degree Granting Department

Business Administration

Major Professor

Paul Spector, Ph.D.

Co-Major Professor

Joann Quinn, Ph.D.

Committee Member

Alan Hevner, Ph.D.

Committee Member

Rob Hammond, D.B.A.

Keywords

Cognitive Demands, Emotional Labor, Improvisation, Incident Response, Burnout, Resilience

Abstract

Driven by the increasing frequency of cyberattacks and the existing talent gap between industry needs and skilled professionals, this research study focused on the crucial human element in the domain of cybersecurity incident response. The objective of this dissertation was to offer a meaningful exploration of the lived experiences encountered by cybersecurity incident responders and an assessment of the subsequent impacts on their well-being. Additionally, this study sought to draw comparisons between the experiences of cybersecurity incident responders and their counterparts in traditional emergency response roles. Semi-structured interviews were conducted with a cohort of 22 individuals with first-hand experience working at least one major incident, whether in an internal or external capacity as incident responders. Utilizing interpretative phenomenological analysis (IPA), these interviews revealed rich insights, resulting in the emergence of five themes that highlight the multifaceted demands, hidden intricacies of improvisation and emotional labor, resultant heightened stress, and elevated risk of burnout experienced by cybersecurity first responders. This study’s findings underscored the critical need for a more robust understanding of the physical and psychological impacts endured by cybersecurity incident responders, accentuating the need to prioritize their mental health and well-being as well as emphasizing the imperative to enhance working conditions within the cybersecurity workforce. This research generated significant contributions to the broader discourse surrounding the cybersecurity talent gap, proposing actionable insights that can inform hiring practices and retention, policy, training, and organizational strategies aimed at bolstering the resilience and effectiveness of this indispensable workforce.

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