Previous studies have found relationships between variables that predict happiness and engagement. While this suggests that engagement is a basis for generating customer happiness, the literature does not provide sufficient confirmatory evidence. Thus, the effects of different engagement intensities remain unclear. Focusing on conditions related to the Starbucks brand, this study analyzed how (1) passive and active engagement impacted customer happiness and (2) happiness impacted word of mouth (WOM) and purchase intention. Data were collected through an online survey among 802 Peruvian customers, all of whom were recruited via non‐probabilistic sampling. Because two exogenous variables were considered formative (i.e., customer engagement and customer happiness), a partial least‐squares structural equation model (PLS‐SEM) was used for the analysis. In sum, engagement (both passive and active) significantly and positively impacted customer happiness, which then positively impacted WOM and purchase intention. Given that engagement is associated with variables that are broadly related to happiness, this study makes new contributions by (i) clarifying how customer engagement can generate customer happiness, (ii) identifying differences between active and passive engagement, and (iii) adding evidence for use in the debate on the purpose of marketing and traditional practices such as engagement. As discussed in the paper, these findings have theoretical and practical implications for brand managers.

The purpose of this paper is to study the relationship between the (i) country image of Peru, (ii) cotton’s product image, (iii) familiarity with Peru, and (iv) cotton’s product familiarity with the purchase intention of Peruvian cotton. Survey techniques were used to collect the primary data, applying a closed question questionnaire in two samples that represent the consumers of two countries with different levels of familiarity with Peru: France and the United States. This study has found that there is a positive association between the studied variables, in at least one sample. One of the main managerial implications is that Peruvian cotton exporters could innovate their global marketing strategies using Peru’s country image to improve the positioning of Peruvian cotton in international markets.

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En el mundo globalizado en el que vivimos, hoy, los países pugnan por diferenciarse unos a otros como mecanismo para poder atraer más turistas, incrementar el volumen de sus exportaciones y captar más inversiones, de manera que puedan tener mayores fuentes de ingresos. Para ello, buscan lograr una diferenciación en el mercado, a partir de los elementos que constituyen su identidad nacional, la cual influirá en la percepción de la imagen de la nación del consumidor y será la base para generar su identidad competitiva, que constituirá la piedra angular sobre la que se diseñará la estrategia de marketing internacional de los países para salir a competir en el mercado internacional. Es así que la identidad competitiva se ha convertido en una pieza clave para promover la competitividad nacional, al sintetizar la imagen de la nación mostrada al mercado para cumplir sus objetivos. Por tal motivo, el objetivo de este trabajo es identificar los elementos de la imagen nación Perú, a partir de la identidad nacional percibida por los consumidores, tanto nacionales como extranjeros, para que sobre esa base se diseñe una estrategia de identidad competitiva para el Perú. Los componentes de la imagen de la nación como base para formulación de la identidad competitiva: el caso del Perú