Driving to the store, finding parking, defective carts, difficulties in finding items, poor product info, long lines for checkout, unclear receipts, carrying heavy shopping bags home, and forgotten items are some of the most common barriers experienced by grocery shoppers. These are also the most common reasons why shoppers decide to switch to alternative retailers or to online grocery channels. COVID-19 accelerated this trend with online grocery shopping and home delivery services became prevalent and grew significantly during the pandemic (Gupta & Mukhejee, 2022). Today, e-grocery has reached 11% of the total grocery sales and being expected to reach 19% by 2025 in US (source: Statista, 2022). Brick and mortar grocery retailers declare to suffer from low loyalty of their customer and margin pressure. On the other side, the recent investments of online pure players such as Amazon and Alibaba in physical retail, including grocery, show that the physical shopping has still potential to lead retailers’ growth, also within grocery. Grocery retailers should therefore find new ways to attract and retain customers to their stores. Offering a better customer experience (CE) may be a valuable strategy to this end. A great CE has emerged at the base of a sustainable competitive advantage for companies, and it is at the heart of customer loyalty (Grewal et al., 2017) in several sectors but has often been neglected within grocery selling.

We investigate the construct of privacy concern and its dimensions, together with its expected counterbalance, trust in the information collector, on willingness to disclose different information types to a digital seller in a multicountry study. This issue is critical, given the evolution of technologies that now allow for the collection and analysis of a huge amount of data. We conceptualise consumers’ privacy concerns as the extent to which a consumer is concerned about (Milberg, et al., 2000; Rose, 2006): (1) the general collection of personal information (data collection), (2) unauthorised secondary use (data secondary usage), (3) improper access (data access) and (4) errors (data accuracy). The first contribution of our research is that we will verify the validity of the four dimensions of information privacy concern in a multiple-country study. We then develop a model by testing the impacts of privacy concern and trust on the willingness to disclose sensitive and non-sensitive information. First, our results validate the privacy concern scale based on the four dimensions (data collection, data secondary usage, data access and data accuracy) in eight countries and show that information disclosure can contain an inner trap based on customer training to disclose information that may transform information disclosure in an habit that increases willingness to share that may overcome the effects of privacy concern and trust on customers’ intended behaviours, opening possibilities of potential harmful behaviours on the part of companies to get data from their prospects that should be carefully monitored and managed.