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Purpose The purpose of this paper is to analyze the effect of the consumer’s emotional shopping experience on the perception of benefits and on the corporate reputation of a department store. Design/methodology/approach This study was applied to a non-probabilistic sample survey proportionally distributed among the main department stores in Chile and Mexico. Findings The findings show for both countries that the functional and symbolic benefit perceived by consumers significantly influences the reputation of department stores. However, the hedonic benefit perceived by the consumer had a negative effect on the reputation of the store. Practical implications The companies could redirect their marketing and commercial management strategies based on the variables and relationships of the model proposed in this study. For instance, managers should implement strategies to improve the emotional experience of their clients. In addition, future studies also could use other variables inherent to the consumer’s purchasing behavior to evaluate their effects on the corporate reputation of the department store. Originality/value This research contributes with the proposal of an explanatory model for decision making, using structural equations that suggest that the affective evaluation of the shopping experience is a key antecedent of the functional, hedonic and symbolic benefits perceived by the consumer. Moreover, the emotional experience plays a key role as an antecedent for the corporate reputation of a company.

The purpose of this study is to check whether the image of a country can be configured by the interaction of cognitive and emotional experiences with the functional, hedonic, and symbolic benefits perceived by the visitor. It is intended to verify whether this multidimensional image facilitates the connection between people's familiarity with the country, its reputation, and their satisfaction. A non-probabilistic convenience sample has been used. An online questionnaire has been applied. In total, 1812 valid answers have been obtained. Through a structural equations model (SEM), the quantitative analysis has been developed. This study revealed that the country's image has a multidimensional configuration that positively connects people's familiarity with a country with its reputation and with visitor satisfaction. This proposed new approach to configure the image of a country based on its visitors can be a key tool for implementing destination marketing strategies.

The aim of the article is to explore organizational innovation capability variables that could have an impact on performance in business to business (B2B) context. This work used systematic analysis of the literature supported through bibliometric analysis indicating the following organizational innovative capabilities: innovation strategy and management projects, collaborative networks and market orientation. The authors propose an explanatory model and provide empirical evidence from B2B sector in Chile, surveying 242 senior executives. The best position was the mining sector. However, all the sectors studied need more emphasis on market orientation, value co-creation and innovation to obtain better and more sustainable results.