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
This study develops some sustainable tourism advertising effects and consumer environmental awareness-raising and examines them by advertising certification and advertising format in a field experiment. The tourism advertising effects are analyzed by five dependent variables: trust and credibility, environmentalism, ad relevance, realism, and flow. Several ANOVA and multiple comparison tests were performed to understand whether these variables varied between groups. Experimental research findings indicate that flow and video format affect tourism advertising and consumer environmental awareness-raising. This study demonstrates the importance of understanding the concept of sustainable tourism and awareness-raising. It also points to identifying the best communication strategies to promote a sustainable destination, as different communication methods may lead to different results. In addition, it provides valuable information for marketers to consider when implementing their communication strategies. © 2024, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.