Abstract
This study intends to understand whether hotels should choose to surprise through a discount or a surprise gift. The experiment consisted in identifying whether there were differences in satisfaction and delight, according to the associated treatment (no surprise, surprise discount, or gift). With this purpose, a fictional hotel website was created for participants to simulate a reservation. Through the analysis of the experiment, the impact of surprise on customer satisfaction was confirmed. It was also found that, in the hospitality industry, a gift has a higher impact on satisfaction than a discount. When analyzing the guest delight, the results differ from what is stipulated in the literature (which points to the significant impact of surprise in this measure). It was concluded that between the two promotion tools, only the gift can significantly increase customer delight. This study demonstrates the importance of understanding the concept of surprise according to different industries. It also points to the importance of identifying the best methods to surprise customers, as different methods may lead to different results. © 2023, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

Abstract
Focusing on export performance and having as a starting point the resource- based view (RBV) and contingency theories, this paper intends to study the effect of both internal and external factors to a firm in the export venture performance. As methodology, a qualitative study was developed – case study – using semi- structured interviews to two managers and one director of marketing and communication of one of the largest cork stoppers manufacturing firm in Portugal. The major findings of this paper are that both internal and external factors have impact in both export marketing strategy adaptation and export venture performance. The more developed the internal resources are, the better is the export venture performance and export marketing adaptation. A better knowledge of external factors has the previously mentioned impact. Also, export marketing strategy adaptation has a positive influence on export venture performance. This research provides a better comprehension of the phenomenon of export performance in a strict research setting (a firm form a small open economy and, only one product). To have a better export performance, managers should invest in their internal resources (such as market and international business knowledge). This paper contributes to extant knowledge of the export performance, in the way that it sheds a light on export performance in small open economies, namely the factors which contributes to a better performance of a firm (within the research setting defined).