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Customers’ Willingness to Disclose Personal Information throughout the Customer Purchase Journey in Retailing: The Role of Perceived Warmth

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  • Aiello, Gaetano
  • Donvito, Raffaele
  • Acuti, Diletta
  • Grazzini, Laura
  • Mazzoli, Valentina
  • Vannucci, Virginia
  • Viglia, Giampaolo

Abstract

Consumers show increasing levels of concern regarding disclosing information to companies, as retailers’ access to their personal information heightens their feelings of vulnerability. Although customers’ personal information is crucial for targeting actual and potential customers, the extant discussion regarding the determinants of customers’ willingness to disclose personal information is limited. Drawing upon social judgment theory, this study investigates how consumers experience different levels of perceived warmth, which alleviates privacy concerns and, in turn, affects their willingness to disclose personal information during different stages of the online customer purchase journey.

Suggested Citation

  • Aiello, Gaetano & Donvito, Raffaele & Acuti, Diletta & Grazzini, Laura & Mazzoli, Valentina & Vannucci, Virginia & Viglia, Giampaolo, 2020. "Customers’ Willingness to Disclose Personal Information throughout the Customer Purchase Journey in Retailing: The Role of Perceived Warmth," Journal of Retailing, Elsevier, vol. 96(4), pages 490-506.
    • Handle: RePEc:eee:jouret:v:96:y:2020:i:4:p:490-506
    DOI: 10.1016/j.jretai.2020.07.001
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    10. A. Davola & I. Querci & S. Romani, 2023. "No Consumer Is an Island—Relational Disclosure as a Regulatory Strategy to Advance Consumer Protection Against Microtargeting," Journal of Consumer Policy, Springer, vol. 46(1), pages 1-25, March.
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    17. Gouthier, Matthias H.J. & Nennstiel, Carina & Kern, Nora & Wendel, Lars, 2022. "The more the better? Data disclosure between the conflicting priorities of privacy concerns, information sensitivity and personalization in e-commerce," Journal of Business Research, Elsevier, vol. 148(C), pages 174-189.
    18. Di Domenico, Giandomenico & Premazzi, Katia & Cugini, Antonella, 2022. "“I will pay you more, as long as you are transparent!”: An investigation of the pick-your-price participative pricing mechanism," Journal of Business Research, Elsevier, vol. 147(C), pages 403-419.

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