Canadian guests were the subject of several research interviews. Some of the most frequently mentioned codes for this group include: friendliness (79%), professionalism (58%), and problem resolution (42%). Although friendliness was one of the unifying delight characteristics for the various cultural groups, Canadians seemed to be more delighted for this particular reason. Furthermore, Canadians recalled more delightful experiences associated with a pleasant surprise (32%). The element of surprise has been a source of debate among customer delight scholars. Nevertheless, this research shows that some cultural groups are more likely to value service experiences that provide a positive