Marketing In Travel & Tourism
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TABLE OF CONTENTS INTRODUCTION.................................................................................................................... 2 TASK 1..................................................................................................................................... 2 1.1
Discuss the core concepts of marketing for the travels and tourism
sector...................................................................................................................................2 1.2
Impact of marketing environment on individual travel and tourism
business..............................................................................................................................3 1.3
Factors affecting consumer motivation and demand in travel and
tourism sector.................................................................................................................. 4 1.4Principles of market segments and use of marketing planning............. 5 TASK 2..................................................................................................................................... 6 2.1 Importance of strategic marketing planning................................................ 6 2.2 Relevance of marketing research and market information to managers in travels and tourism.............................................................................. 8 2.3 Assess the influence of marketing on society.............................................. 9 TASK 3...................................................................................................................................11 3.1Discuss issues in product, price and place element of marketing mix of London Gatwick airport......................................................................................... 11 3.2Assess the importance of service sector mix elements to travel sector................................................................................................................................ 13 3.3 Concept of total tourism product on London Gatwick airport............. 15 TASK 4...................................................................................................................................16 4.1 Assess the integrated nature and role of promotional mix.................. 16 4.2 Integrate promotion campaign for Sheraton Hotel..................................18
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CONCLUSION...................................................................................................................... 20 REFERENCES...................................................................................................................... 22
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TABLE OF FIGURES Figure 1 Thomson holidays cultural destinations.................................................10 Figure 2Marketing mix of London Gatwick airport.............................................. 13 Figure 3 London Gatwick airport Extended Marketing Mix.............................. 15 Figure 4 Hotel Sheraton a new boutique hotel..................................................... 19
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INTRODUCTION Marketing generally deals with the activities of identifying and satisfying needs of individuals. The aim of marketing is to satisfy customers while gaining profits. Tourism industry is one of the largest and leading sectors
in
the
world.
In
the
industry markets
needs
to
communicate with the customer so that they can achieve success (Lamsoo, Niroomand and Rafsanjani, 2013). The aim of the report is to understand the general concepts and principles of marketing. The impact of marketing research and marketing mix in travel and tourism industry has also been evaluated with help of some cases. The report also explains consumer behavior in the hospitality and tourism sector. Use of promotion mix in travel and tourism has been explained in a broad way.
TASK 1 1.1Discuss the core concepts of marketing for the travels and tourism sector The major task of marketing in tourism sector is to create and supply tourism product. Marketing managers are charged with the responsibility of creating and supplying the products or services that best fit the expectation of the customer’s .This imitative is known as market orientation concept. The core components of marketing are identification of customer needs, wants and demands, availability of products and services, and creating customer value through an exchange process. The markets of the product have to identify the needs and wants of existing and potential customer. The customers have to be chosen carefully according to their product preference and then business has to offer them the product and service as per their demand. Creating customer value and satisfaction lie at the heart of travel industry marketing. After having 2Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
a product as per market demand, marketers have to make aware the target market with the products in order to create an exchange process. The industry players should understand the market, so that they can construct
the
marketing
programs
to
deliver
superior
value
and
satisfaction to customers. Building good relations with customer helps to create customer delight and business can garner value from customer in terms of sales, profits and customer loyalty (Chahal, 2014). Sample on Marketing In Travel & Tourism For Assignment Service Contact: Email:help@instantassignmenthelp.com.au Toll Free:61 879 057 034
1.2Impact of marketing environment on individual travel and tourism business The marketing environment affects the business of travel and tourism industry. The business is affected by two types of environments micro and macro. In micro environment the industry is influenced by internal factors such as suppliers, market intermediaries, customers and competitors, whereas in macro environment the business of travel industry is affected by economy, society, technology, political and cultural environment. 3Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
Customers are very sensitive in this industry and they need good destination packages at low rates. Travelling habits also changes after a particular time and consumers can switch to other travel agents. Suppliers in the industry are different travel agents and if the company fails to provide them proper commissions, they can give business to other competitors. The numbers of domestic traveler agents decide the business of individuals. Competition in the industry influences the business of industry by giving rise to price wars (Kwon, 2008). Thomson
holidays
operate
internationally,
so
the
macro
environment influences operations of company. The state of economy, interest rates, currency exchange rates as well as the industry ownership and
wealth
distribution
in
society
decides
business
growth.
The
technological environment such as product technology and the global distribution of operational system is very important to be known. Social and cultural environment of different countries affect travels and tourism business as the customers have different cultural believes and values. Now customers have become socially concerned about the environmental issues so they prefer to visit safe and healthy places. Political environment includes government policies, taxation system also influence operation of individual travel and tourism business (Garrod, 2005). 1.3Factors affecting consumer motivation and demand in travel and tourism sector The buyer’s behavior plays an important role in demand of travel and tourism products and services. There are different factors in travel and tourism sector from which the customer can be motivated such as Physical motivations, cultural motivations, personal motivations, prestige and Status motivations etc. Every customer wants safety and security and 4Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
if selected traveler company provides medical and other facilities then customer will be motivated to use the services of that company. Cultural influences the buying behavior of the individual. Like some people are born in spiritual families then they are inclined toward visiting spiritual places, individuals from nuclear family can search the options for adventurous places. Advertisements of the travel packages can also be a motivating factor. If Thomson holidays will be able to create customer value and satisfaction it will be a positive sign of company’s growth (O’Connor, 2005). The generic model of buying behavior is applicable in industry which says that buying process starts with need recognition. First the customer plans out to go for outings after that he searches the available destinations and travel agents having the various travel packages. The customers then evaluate the available options according to their own needs. After selecting the destination and the traveler package last stage is the customer experience from the particular traveler agency and its services. If customer is satisfied then he/she will come again for the same or other services. Delighted customer becomes a source of promotion for the company (Wong and Kwan, 2001). 1.4Principles of market segments and use of marketing planning In travel and tourism sector customers cannot be served in a similar way so the company needs to select only those customers who can serve well and profitably. In order to create value and satisfy the customers the company should decide whom to serve. The task can be done through market segmentation. In the segmentation process, the company can divide the market into groups having similar needs. Then company goes for target marketing, by which the company can, easily become aware 5Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
about the needs and wants of consumer in target market (Hemmington, 2007). There are several bases on which travel and tourism industry can be segmented such as; demographic, economic, psychographic profile, purpose of travel, buyer needs & motivations and buyer behavior or characteristics of product usage and the price. Market segmentation helps the business in marketing planning as having knowledge about particular segment’s customer needs and wants, company can design its marketing mix. The product can be created within budget criteria of target customers (Andreu and et.al, 2005). The company can adopt promotion strategies by which the target consumer can be attracted. Thomson Holiday Traveler Company desires to create a cultural package of six days to visit the Denmark, Amsterdam, Lisbon and Porto; it can be done through proper segmentation of market. The company can decide the package price and promotion by analyzing the demand in the marketplace (Middleton, 2000).
TASK 2 2.1 Importance of strategic marketing planning Strategic marketing planning is a process of. It includes all the decisions used to formulate and implement strategies designed to achieve the marketing objectives of an organization. A strategic marketing plan helps a business in identifying the goals of a particular business and it also gives the in-depth information of target markets and potential and existing customers. This information will help in taking long term business decision. Effective marketing plan can help company to decide its marketing activities. Having a strategic marketing plan business can develop its budget plan and can decide in what manner business can use its available resources in different activities. This marketing budget will 6Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
help the company in reducing its cost and time. In the case study Thompson management wants to offer a cultural holiday package. For that purpose firstly business had to develop marketing plan and principals of strategic marketing planning will help mangers to plan the marketing activities. Travel and tourism organisations goal is to understand customers’ demands and create value satisfaction. Strategic planning helps the companies to plan their strategies according to the market. It involves situational analysis in order to identify factors of both internal and external environments that could impact on the achievement of objectives. Strategic marketing planning assists the company to identify its strengths and weaknesses. By evaluating external environment one can know the possible opportunities and threats of business. Company can know areas of product life cycle. It will help the company to identify the possible opportunities to develop a new product. Strategic marketing in travels and tourism industry can be done through tourism lifecycle. The different stages
from
which
tourist
area
passes
through
are
exploration,
involvement, development, consolidation, stagnation and decline. After the decline stage a further step has to be taken in order to maintain the desired position. It also helps the company to have competitive advantage as business can develop its superior strategy by identifying the strategies of its competitors. So strategic marketing plan creates a two –way advantages for business as at one side it helps in designing the marketing pan while utilizing the available resources in an efficient manner. On the other hand it helps the business to minimise its cost on marketing activities (Kozak, 2002).
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2.2 Relevance of marketing research and market information to managers in travels and tourism Marketing
research
is
the
process
of
collecting
marketing
information in a systematic manner. The business can further integrate that data into an in- depth analysis, which can help the organization to achieve long-term marketing goals. Thompson holidays needs to collect market information by which they can offer a cultural package according to customer needs. Marketing research in the tourism industry is about understanding that in what manner the placement of marketing elements such as product, price, promotion and distribution should be in order to meet customer needs in order to succeed in the marketplace. Through the market research travel agency can anticipate and identify the demand of existing and potential customers (Gรถk and Hacioglu, 2010). Through market research a target market consisting of a whole group of potential customers can be developed and individual customers can be satisfied. Market research gives all the needed information by which marketing strategies can be developed (Raimund, 2008). The information collected 8Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
through marketing research can give the information about competitor’s marketing strategies. The management of Thompson holidays can compare their marketing plan with the plan of Rivalry Company and this will help them to create a effective business pan which will attract more customers. The research plays important roles for managers as they can forecast budget for future sales. Market information helps the managers in taking effective business decisions.The activities in marketing research should be planned in order to take specific decisions that drive marketing strategies. Having market information companies can forecast the future sales of travel packages and can also measure current demand and the tourism
trends.
The
company
has
to
maintain
proper
marketing
information system in which they can record dates of previous consumers (Kotler, Bowen and Makens, 2003). In this way they can also develop CRM (customer relationship management) which involves managing detailed information about individual customers in order to maximize customer loyalty (Eliot, 2013). 2.3 Assess the influence of marketing on society A company operates for a society not only for an individual customer. Marketing operates in an environment external to the business unit so it influences society in both ways positive as well as negative. Marketing’s relationship to its external environment has a significant effect on the success of organization. The important function of marketing in tourism industry is to understand needs and likes & dislikes of customers. Marketing helps society to become aware about the products that can satisfy their needs (Dobrivojevic, 2013). The role of travel agencies is to offer such a product that can meet customer needs. The company has to follow the existing rules and regulations in marketing 9Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
practices. The concept of consumerism is to be followed in which customer is to be given priority by providing quality product at fair prices and at the right time according to its convenience. Social responsibility in marketing has to be considered by which consumer satisfaction, and societal well-being can be given equal value (Retseptor, 2005). Marketing ethics and social responsibility are the issues in marketing. In the travel and tourism business it is important to deliver the services in an ethical way in which, customer can be delighted. Companies need to reflect ethical behavior while providing the services to the firm. Companies should make the customers aware about all the correct information while offering then a travel package ( Oh, Kim and Shin, 2004).Thomson has to choose a promotion mix plan which can attract the customer from a target market. The marketing activities should give a positive message to society, in this way the more customers can be attracted toward a new cultural holiday package.
Figure 1 Thomson holidays cultural destinations (Thomson Holidays, 2014)
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TASK 3 3.1Discuss issues in product, price and place element of marketing mix of London Gatwick airport Gatwick
airport
is
second-largest
international
airport
and
the second-busiest in number of total passenger traffic in United Kingdom. It is also Europe’s leading airport for point-to-point flights. The marketing mix of the airport and the issues related to it are as follows: ➢ Product: The products of airport are its services such as Flight tracking,
shops,
taxi
services,
communications,
security,
accommodations, hotels, restaurants, lounge, parking facility for more than 8 days etc. In its hotel services it has 141 rooms with fixed bathroom with shower, high speed Internet and paid TV facilities. The product of the airports is intangible in nature so the main issue related to services of airport is that of standardization. ➢ Prices: As the airport is an international airport it has to set the prices of different services at very high. To set the prices is very difficult as the services are intangible. The airport parking is for both long and short term parking is available at huge charges, this becomes a biggest issue for Gatwick airport marketing mix. The company can offer lower charges on flights and other services to attract more visitors (Eliot, 2013). ➢ Place: Gatwick is located in the Southern and Northern portion of London city which helps them to attract more visitors. The customer can easily get taxi service from anywhere in the city. The issue related to place is Gatwick airport is the taxi drivers charge a big amount from customer. The management should fix the charges by collaborating with taxi owners. 11Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
➢ Promotion: The airport promotes its services mostly through online booking counters and websites. The flight arrivals and departures information has also been given on website of company.
The
customer can compare the services with other flights; this creates the problem of switching customer to another rival company. Their existing customers are also the source of company’s promotion. Low quality of service delivery always becomes cause of customer dissatisfaction.
By
collaborating
with
some
flight
company,
advertising can be made more effective (Kolb, 2006).
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Figure 2Marketing mix of London Gatwick airport (Airport spotting, Gatwick’s, 2014)
3.2Assess the importance of service sector mix elements to travel sector Gatwick airport is the part of Aviation industry which is service sector industry. The service includes some characteristics such as: lack of ownership, intangibility, inseparability, perishability and heterogeneity. Gatwick airport marketing mix for marketing a service is different to the marketing mix for products. The extended marketing mix for service sector is people, process and physical evidence. In case of London Gatwick Airport, these elements play important role in order to create market image. ➢ People: People refer to employees and the staff of Gatwick airport. It also includes the technical staff, fuel dealers and the other employees. People are important because through them company provides its services to its customers. Service provision and be judged
by customer
based on
the
people
representing
the
organization. For success of the company it is important to maintain quality relationship with customers. Employees require appropriate interpersonal skills, attitude, and service familiarity in order to deliver
a
quality
service.
Staff
can
be
motivated
towards
organization goals by providing proper trainings. A quality staff can attract more customers (Morrison, 2013.). ➢ Process: The element of marketing mix refers a systems used to deliver the service. The services are provided to the customer through a process in service sector. For the airport, process should in the manner to deliver efficient service in quick time. The process 13Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
of delivering services has to be easy and should be understandable by the customers. In process, it is important to have customer and service provider at a similar place. A trained employee can deliver the services in effective manner in order to satisfy the customer (Simkin, 2012). The importance of process marketing mix at Gatwick airport is if customers are coming late in the airport premises, he /she could be given quick and clear instructions for luggage checking, place of arrival, timings of flight arrivals. So customer can make decision quickly. Through the process mix customer can be satisfied in a better way. ➢ Physical evidence: It is the material part of a service which a company from its competitors. In the case of Gatwick airport physical
evidence,
brochures,
includes;
Packaging,
Internet/web
pages,
furnishing of airport and its nearby area, signage on
aircraft, uniforms of staff, business cards. For the tourism industry this marking element plays an important role as customer needs cleanness and friendly environment. If they don’t get such environment they can switch to other companies. The environment has to be attractive in which the product or service is delivered in order to attract more visitors and customers (Holloway, 2004). Sample on Marketing In Travel & Tourism For Assignment Service Contact: Email:help@instantassignmenthelp.com.au Toll Free:61 879 057 034
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Figure 3 London Gatwick airport Extended Marketing Mix (Airport spotting, Gatwick’s, 2014) The marketing mix plays and vital role in achieving marketing goal. Managing services for London Gatwick airport are is complicated then managing products. Products can be standardized whereas the services cannot be to standardize. A service is more difficult as it is affected by factors outside the service provider’s power. 3.3 Concept of total tourism product on London Gatwick airport The customer can be satisfied through providing a product and services having feature to fulfill needs and wants of customer. The total product concept of London Gatwick airport means airport should have the facilities to satisfy its customer. The customer should get all the services under a single roof. The airport could provide taxi services and cab 15Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
services to its customers. The parking services for private cabs can also be given foe a specific time. The company can provide different the facility to land the private flights and jets for consumer. Customers can book the tickets over telephone through mobile banking services. At the time of book their tickets customer can book taxies or cabs for the place they are going. It will give customer the value for their time (George, 2008). The accommodation services can be given as quickly as the customer reaches at the airport premises. The business can offer the drinks to customer as they come into flights. The airport can have the facility to keep luggage for the specific time. In order to attract the upper middle class and the middle class customer company can offer the cheap flights with god service quality. Airport should have play station for kids so they can enjoy the free time. Personal transportation facilities for heavy thinks can be included in the services of airport (Panda, 2007). These were all the suggestions for London Gatwick airport to introduce total tourism product concept in its operations.
TASK 4 4.1 Assess the integrated nature and role of promotional mix Promotion
and
Marketing
both
are
interchangeable
words.
Marketing is a broader process that includes developing, promoting and selling products and services to existing and potential customers. Promotion plays an important role in marketing as it promotes sales and helps company to capture market share. It is a specific element of communicating the value of brand, products and services to target market customers. The foremost aims of promotion are to increase primary demand, or desire for a particular product category and to increase selective demand, or desire for a specific brand. The basic task of 16Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
promotional campaign is to let customers know about company product which can satisfy the needs of various customers. The activities of promotion convince customers with the benefits products and services. The natures of promotion mix activities are to inform the market about the availability of a product. To promote product company needs information pertaining to target market consumer. From the information marketer can effectively manage time and resources in a better way to reach the right customers. mixes
The methods used promotion
are depends upon the company’s goals, priorities, markets and
industries. Promotions normally include advertising, publicity, sales promotions, public relations and many more. It used to create a favourable image for a company. In promotion campaigns Company do not sell directly product to customers but try to increase sales of a products and services. As soon as company produces products and services for target customers the main role of business is to communicate with target market to the features and benefits of products. In order to communicate with the customer they can follow the marketing communications process. In this firstly company sets the goals and objectives, identifies the audience, and after that it develops message and its strategies to make aware potential customers about the message. The message can be communicated through various communication channels. At last evolution of whole process has to be done in order to measure the success. Promotion mix is the element of marketing through which company passes its message to its audience. The main task of promotion mix is to inform, persuade and remind target audience about the product and service. Advertising is the most preferable way to promote products. Through advertising company can reach to large number of buyers. It is 17Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
an effective and flexible way to create brand image. Through personal selling, message can be delivered to specific individuals and two ways communication process can eradicate the irrelevant question from the customer mind and the customer can be well motivated. Sales promotion can be effective in changing behaviour for a short time and in promoting sales. Public relation is a cost effective way of promotion, media plays an important role in developing relations with potential consumers on the other hand direct marketing can be prepared quickly and facilitate relation with consumers. The hotel management can directly communicate with the customer through web site. The information of new boutique hotel and its service can be posted at company’s web site. The other channels of direct marketing are brochures and catalogs, telecommunications or television and radio, internet via e-mail and electronic messaging, print media such as newspapers and magazines and the specialized channels such as electronic kiosks (Ceylan, 2008). The company has applied all these promotion tools to promote is previous services and it had created a huge success for the services. As company is an international brand promotional activities will help company to attract customer around the world. 4.2 Integrate promotion campaign for Sheraton Hotel The Sheraton Hotel is a leading company operating in tours and travels industry. The company is going to launch its boutique hotel which has several luxurious double rooms and the company wants to target the cultural and upper middle class customer and the hotel is planning to launch it after summer. The hotel can promote the product through television advertising campaign so the message can reach to the mass audience. Another source of promotion is to tie up with different travel 18Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
agents like Thompson Cook. By this the company can reach directly to the customer like advertising through direct and indirect marketing. Sheraton Hotel can also put hoardings and banners on the airports.
Advertising
through broadcast videos will create image about the message. As the target of the business is cultural and upper middle class customer so company can give advertisement in different city newspapers.
Figure 4 Hotel Sheraton a new boutique hotel (Sheraton Hotels and Resorts, 2014) Online marketing will be helpful to attract huge customer group. Through promotion company attracts the attention of consumers and provide enough information to them. In helps the business owners in 19Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
holding customer interest long enough to motivate a purchase. Hotel Sheraton has more than 800 hotels and resort all over the world. Now the management want to promote its newly launched boutique hotel. For the promotion of new business unit the mails can send out to past and present guest. The mails can be sent with some discount coupons .the brochures can also be given to the local tour operators so they can give them to their customers. The company can do two types of promotion, open promotion and closed promotion. In their open promotion customer should be given a discount on their stay for long time on the other hand in closed promotion the guest can be given free breakfast or dinner for a certain amount. In this way company can promote its boutique hotel and services.
CONCLUSION The above report explains the importance of marketing concepts in travels and tourism industry. Thomson holidays which is tourism company and wants
to create a culture holiday package of 6 days , this report
helps the company to assess the role of marking research and strategic marketing planning to attract the customer towards the package offered. This report explains the various factors affecting consumer motivation and demand for the culture holiday package.
The marketing mix and the concept of total tourism product for London Gatwick airport have been explained. From the report it can be concluded that Gatwick airport can create the strategic brand image while using extended
marketing
mix.
The
reports
also
suggest
the
different
promotional techniques for a new unit of Sheraton hotel such as, 20Ask Help for Assignment Writing Service in Australia from Instant Assignment Help
advertising, sales promotions and online marketing. These all promotional activities will give benefits the new hotel to attract a large customer group.
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REFERENCES Andreu, L. and et.al, 2005.Market Segmentation by Motivations to Travel. Journal of Travel & Tourism Marketing.19 (1).pp.1-14. Ceylan, M., 2008. Public Relations as a tool of tourism marketing. GRIN Verlag. Dobrivojevic, G, 2013, Analysis of the Competitive Environment of Tourist Destinations Aiming at Attracting FDI by Applying Porter’s Five Forces Model. British Journal of Economics, Management & Trade. 3(4). pp. 359-371. Garrod, B., 2005. Tourism Marketing: A Collaborative Approach. Channel View Publications. George, R., 2008. Marketing South African Tourism. Oxford University Press Southern Africa. Gök, O. and Hacioglu, G., 2010. The organizational roles of marketing and marketing manager. Marketing Intelligence & Planning. 28(3). pp.291 – 309. Hemmington, N., 2007. From Service to Experience; understanding and defining the hospitality business. The Service Industries Journal. 27(6).pp.1-19. Holloway, J., 2004. Marketing for Tourism. Prentice Hall/Financial Times. Kolb, B., 2006. Tourism Marketing for Cities and Towns. Routledge. Kotler, P., Bowen, J. and Makens, J., 2003. Marketing for Hospitality and Tourism. Prentice Hall. Kozak, M., 2002.Comparative analysis of tourist motivations by nationality and destinations. Tourism Management.23(3).pp221–232 Kwon, J., 2008. Factors Influencing Residents' Attitudes Toward Tourism Marketing as a Development Strategy. ProQuest. Lamsoo, M.S., Niroomand, M. and Rafsanjani, H.K., 2013. The Role of Marketing on Tourism Industry. International Research Journal of Applied and Basic Sciences.4 (1).pp.73-80.
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Middleton, V., 2000. Sustainable Tourism: A Marketing Perspective. Routledge. Morrison, A., 2013. Marketing and Managing Tourism Destinations. Routledge. O’Connor, D. ,2005. Towards a new interpretation of hospitality, International .Journal of Contemporary Hospitality Management.17 (3).pp267-271. Oh, H., Kim, B. and Shin, J. 2004, Hospitality and tourism marketing: recent developments in research and future directions. International Journal of Hospitality Management.23(5). Pp. 425–447. Panda, T., 2007. Tourism Marketing. ICFAI Books. Raimund, L., 2008. Special Features of Tourism Marketing. BoD – Books on Demand. Simkin, L., 2012. Judging marketing mix effectiveness. Intelligence & Planning. 30(5). pp.494 – 514.
Marketing
Wong, K. and Kwan, C., 2001. An analysis of the competitive strategies of hotels and travel agents in Hong Kong and Singapore. International Journal of Contemporary Management 13(6).pp.293-303. Online Chahal, M., 2014, How to innovate in marketing. [Online].Available through <http:// www.marketingweek.co.uk/analysis/how-toinnovate-inmarketing/4010487.article> . [Accessed on 10th 2014] Eliot, J., 2013.Pricing is critical to a hotel’s success. [Online].Available through <http://www.hotelnewsnow.com/Article/10558/Pricing-iscritical-to-a-hotels-success >. [Accessed on 10th July 2014]. Retseptor, G., 2005. 40 Inventive Principles in Marketing, Sales and Advertising. [pdf]. Available through: < http://www.trizjournal.com/archives/2005/04/01.pdf>. [Accessed on 10th July 2014]. Sheraton Hotel and Resorts ,2014. [Online].Available through <http://www.sheratontoronto.com/gallery/sheraton-toronto-ontariohotel-sheraton-hall>. [Accessed on 10th July 2014].
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Airport spotting blog,2014. [Online].Available through http://www.airportspotting.com/gatwicks-mobile-reporterssnapping/>. [Accessed on 10th July 2014].
<
Thomson,2014. [Online].Available through < http://www.thomson.co.uk/> [Accessed on 10th July 2014].
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