Analysis of Consumer Behavior and Trends in the Tourism Sector

This report provides a comprehensive analysis of tourism consumer behavior, focusing on factors influencing consumer attitudes and decision-making processes within the context of the British travel organization, Trailfinders. It explores the impact of cultural, social, personal, and psychological factors on consumer behavior, highlighting the effects of digital technology and changing demographics. The report examines the stages of the consumer decision-making journey, including need recognition, information search, evaluation of alternatives, purchase, and post-purchase evaluation. It also analyzes the role of marketers in influencing each stage of the decision-making process, compares B2B and B2C decision-making, and discusses various market research methods. Furthermore, the report critically assesses developing trends in consumer behavior, providing specific instances from the tourism area.

Tourism Consumer
Behaviour and Insight

Contents
Introduction......................................................................................................................................4
Task 1...............................................................................................................................................4
P1 different factors that have impact on consumer behaviour as well as attitude within the
respective organisation...........................................................................................................4
P2 Explanation of how consumer traits are altering due to the effect of digital technology 5
M1 Analysis of how personal, cultural social as well as psychological factors impact on
consumer behaviour & attitudes are changing and driving trends within tourism sector......6
D1 Critically examine the developing trends in consumer behaviour as well as attitudes using
specific instances from the tourism area................................................................................6
Task 2...............................................................................................................................................6
P3 Explanation of various stages of consumer decision-making journey & map a path to buy
as well as understand it within the tourism sector.................................................................6
P4 Explore why it is essential for marketers to map a path to purchase as well as understand
Consumer decision-making in the tourism business..............................................................7
M2 Assessment of how marketers or dealers are reacting to the decision-making process,
relating relevant examples from the tourism sector...............................................................8
TASK 3............................................................................................................................................9
P5 Compare as well as contrast key dissimilarities of hospitality decision-making procedure
with in relation to Business to business & Business to customer using specific examples.. .9
P6 Various approaches of market research methods & the research applied for knowing
consumer decision making process......................................................................................10
M3 Provide a justified and coherent assessment of how various factors influence tourism
decision-making & buying behaviour.................................................................................11
Task 4.............................................................................................................................................11
P7 Evaluation of how marketers can influence on the various steps of tourism decision-
making process.....................................................................................................................11
M4 Critically assess how marketers effect each phase of the decision-making procedure in
reference to appropriate methods & models applied............................................................12
D2 Critically assess the application of suitable theories models and concepts that effect &
influence on the tourism decision making process...............................................................12

Conclusion.....................................................................................................................................13
REFERENCES..............................................................................................................................14

Introduction
Consumer behaviour is defined as the study of groups, organization’s as well as individuals
and other activities associated with the purchase, disposal and use of goods and services. In
addition to this, consumer behaviour within the tourism sector involves a broad scope that is
tourist destination, visitors attraction, tour operations and many more (Moutinho and Vargas-
Sanchez, 2018). In the present report, Trailfinders is taken into consideration, it is a British travel
organization in UK and Ireland. The company was established in the year 1970 and has offered a
large number of services within the tourism sector. The report will consist of various tasks that is
the factors that impact on tourism consumer behaviour as well as attitudes. Along with this the
report consist of the ability to map a path to purchase in tourism context, involving the decision-
making procedure. Moreover, approaches of market research & difference among Business to
Business and Business to cutsomer is describe in the report. In the last, various steps of tourism
decision making procedure is applied in a proper manner.
Task 1
P1 Different factors that have impact on consumer behaviour as well as attitude within the
respective organisation
It is analysed that there are various factors which impact on consumer behaviour and their
attitude as well. In context to this, the main factors are social, personal, cultural And
psychological factors which have important impact on the attitude and attitude of consumer. All
these factors are described below in relation to Trailfinders;
Cultural factors: It is analysed that cultural factors have strong impact on consumer
buyer behaviour and attitude as well. This factor consists of beliefs, attitudes, norms, ideologies
and values which are observed & learned by a consumer from their surroundings, family
members and other significant people around them. It is determined that all these factors are
different in different personalities an individual’s. It can be understand by an example that is
before offering anything innovative to the customer by the Trailfinders, require to ascertain their
attitude and behavior as it will give the opportunity to attract and persuade the consumer. For
instance, in United Kingdom the present culture is about technology an advance working so the

company is required to focus on using such technologies as it helps in dealing with the cultural
factors and allow them to attain competitive advantage at marketplace.
In addition to this, it is determine that there are various cultural factors that impact on
consumer attitude and behaviour. One of the factor is social class, this factor is not on;y
determined by income level but also involve family background, occupation, education ad so on.
Social class is significant to predict consumer behaviour as this impact on the decision of buying
services. Another factor is perception and attitude, it is analysed that every individual has
different perception or view point on one particular product or services (Arts and Baldacchino,
2017). For example, if consumer have proper knowledge about services provided by Trailfinders
then they are comfortable to buy those service, but the person who have no idea then company
not only require to expose services but also need to make its services different and attractive as
well.
Social factors: the elements that are involved here in our income level, educational level,
demographics and so on. It brings an obligation over the management of company which never
emphasize over involvement of such factors that is harmful do the social sentiment of a specific
group (Gibson and O’Rawe, 2018). For instance, in India many of the people have believed
about to travel at religious place so giving such kind of offerings help in develop a mindset in
society I’m to influence their behaviour in an effective manner.
Psychological factors: It include individualistic perceptions, learning and experience,
motivation and many more. In context to the improvement of such aspects towards the consumer,
company has to conduct market research as it will help in gaining knowledge about braids which
further help in taking effective decision for both the customer and the organization as well.
P2 Explanation of how consumer traits are altering due to the effect of digital technology
In the present business environment, consumer is undertaken as one of the most imperative
aspect that continue with the trains prevailing at marketplace. So, digital technology has
transformed the manner of executing the business and also allow them to reach on wider range
that impact positively on the growth and success of an organization. Therefore it also impact on
the operations and the digital technology over the performance of Trailfinders, which are as
follows:
Change in buyers behaviour: it is analyzed that digital technologies are more effective
for the buyers in giving an easy manner to make online payments and bookings at an easy steps.

It also provide the reliability to consumer to ensure that their bookings are confirmed which
develops our trust towards the brand.
Technology explosion: In the present environment, most of the customers have become
tech savvy and self sufficient and are also comfortable in making use of applications and
websites on their smartphones (Viglia and Dolnicar, 2020). In addition to this, considering the
mobile application of Trailfinders allow company to offer benefits to customers and make them
convenient for their bookings.
Developing buyers expectation: Digital technologies has created the operations of
business by providing online platforms which is effective and cheap, offer quality and quick
service to the clients. So, Trailfinders has entered into the online market and develop its own
application in order to provide best possible service to its customers globally.
For example, using of mobile applications by customers allow them to easily and
conveniently book hotels or places. This changing trend not only save the time but also save
money of customer's as sometimes they get discount on bookings. In addition to this, if customer
get effective service then they give reviews which plays vital role in the present time as most of
the people review comments while booking. This state that changing trends and technology
directly impact on the behaviour as well as attitude of consumers.
How changing demographic and societal changes have influenced behaviour:
Sustainability: Consumers who are concern, care, and pay close attention to
environmental issues are considered to be as green consumers. Green consumers always believe
that they have a responsibility of environmental protection. Therefore green consumers always
prefer to buy those products which has less harmful impact on the environment.
Ethical issues: Whether a company behave ethically or unethically has a significant
impact on consumer behaviour (Prebensen, Chen and Uysal, 2018). If a brand is ethically
correct then they give a sign of good organization which implies that they will not cheat their
customers.
Globalization: Through globalization process, more attractive products entered the
market and are required by the consumer in the name of global trends. Consumer wants a
modern and comfortable life without any inconvenience.

M1 Analysis of how personal, cultural social as well as psychological factors impact on
consumer behaviour & attitudes are changing and driving trends within tourism sector
It is analysed that all the above factors impact the management and planning of tours
which is organised by Trailfinders. In addition to this, it is determined that respective
organisation considered all the factors in order to view the places as it help in fulfil the
requirements and need of customer in an appropriate manner.
In context to cultural, one of the major factor that affect on behaviour and attitude of
consumer is perception as they prefer to book and visit those places which is of their culture. For
instance, many of the Indian families prefer to visit religious places.
In relation to social factors, it involve reference groups, members group, status,
aspirational group and so on that affect on consumer attitude and behaviour. For example, person
with high social status prefer to visit luxurious places whereas people low social status going to
visit budgeted places.
With reference to Psychological factors, it affect purchase decision and involve motivation,
learning and attitude etc. It is important for the respective organisation to gain insight about
which people are involved within buying decision so that an offering is made as per their
requirements. For instance, motivating a person and fulfil their requirements ensure bookings in
a manner that support what customer already believe.
D1 Critically examine the developing trends in consumer behaviour as well as attitudes using
specific instances from the tourism area
In the present time, the trends within the tourism industry take place because of innovation
in technology and rapidly adoption of it by customers. For instance, people nowadays make use
of mobile application and websites in order to do their bookings which save their time and
provide them proper information.
Another example is personalised services provided by tourism sector that impact directly on
the attitude and behaviour of consumer. It is determined that many of consumers in present time
prefer personalised services which fulfil their requirements in an appropriate manner.

Task 2
P3 Explanation of various stages of consumer decision-making journey & map a path to buy as
well as understand it within the tourism sector
Consumer decision-making is mainly the process on which consumer go through at the time of
buying a particular product and service (Bruwer and Rueger-Muck, 2019). Along with this, it is
important to certain as it will assist to improve business by developing effective strategies. The
various stages that are involved within the decision-making journey is given below:
Need recognition: it is the first step and here in consumer identifies its core need or
requirement in a proper manner.
Searching of information: Here in customer collect information about various goods
and services that are available in order to fulfil their requirements.
Evaluation of the alternatives: herein, consumer evaluate various alternatives exist at
marketplace in terms of quality, price and the value it delivered to them.
Purchase: It is the step which involves the actual buying of product which assist
customer to fulfil their requirements I’m providing damn high value in comparison to other
projects.
Post purchase evaluation: This step take place after the buying of a product and
consumption of it. Herein, the evaluation of purchase is take place in terms of its effectiveness
and quality that meets with the needs.
Another method that will assist in analysis of customer journey is also be enough
similarities as well as dissimilarities. It is important to analyse the factors which have positive
and negative influence over behaviour (Kastenholz, Eusébio and Carneiro, 2018). Here in coma
mapping take place in order to also train emphasize on the procedure followed by the
management of respective organization, which are as follows:
Pre purchase: it is about to identify the requirements and needs of customer through an
organizational management. The benefit of this step assist in providing quick and satisfied
service that impact positively on buying behaviour of customers.
Purchase: It involves delivering of effective requirements on the one who delivers high
value in relation to the other alternatives.
Receive: it include checking which is received by customer Same as presented. In
addition to this, it assist in improving experience and service as per customer requirements.

Post purchase: It is about author training feedback which they want to continue in order
to function on enhance the level of customer base service.
P4 Explore why it is essential for marketers to map a path to purchase as well as understand
Consumer decision-making in the tourism business
It is significant for marketers to gain insight about consumers decision-making as it will
assist them in determining customer needs towards particular service within the tourism industry.
There are various importance of mapping a path to purchase of customers on consumer decision-
making process, which are given below:
Important for marketers to map a path off customers:
Mapping the Path to buy of customers is significant for marketers as it will support in
gaining knowledge about various issues which are being faced by customers at the time of
buying a particular product as well as service. There are different levels of mapping the path and
is given below:
Extensive problem solving: it is the initial step and hearing customers take high time in
selecting goods and services as per their requirements. In addition to this customer have no idea
and knowledge about the offerings within the market segment.
Limited problem solving: it is the another staff and here in customer have little
knowledge about business offerings. In addition to this they compare offerings of present
company with the other offerings in context of price, quality and the service. It is important for
Trailfinders to put their efforts in fulfilling customer requirements as it help in retaining them for
longer time period.
Routine problem solving: it is the last step of mapping path to buy of customers. It is
determined that here in customer buy goods and services of particular company. Herein,
Trailfinders is required to ensure that they provide after service facilities to its customers so that
their issues are resolved as it helping developing effective relationship with them in an
appropriate manner (Scuttari and Isetti, 2019). All these are significant steps for marketers like
Trailfinders in attracting large number of people an enhance their seals as well as revenue full
stop like Trailfinders in attracting large number of people and enhance their sales as well as
revenue.
Important for marketers to know consumer decision-making:

It is determined that consumer decision-making process is one of the most important
aspect for marketers as it helps in meeting with the expectations and retaining them for longer
time period. It is significant for Trailfinders to assess the various forms of services along with the
likes and dislikes of its clients so that they can make changes accordingly. There is important to
know about consumer decision-making process that is mentioned below:
Increment in sales: it is stated that large number of customers within the tourism sector
as is Trailfinders in enhancing their sales and also help them in raising its brand image with in
the market. So, it is the role of tour operator to give effective and quality services to the visitors
in an appropriate manner.
Maximization of customer base: by gaining insight about decision making process, the
respective organization can easily fulfil customer requirements and needs which in turn assist in
raising customer satisfaction level with result into loyalty and raising customer base level.
M2 Assessment of how marketers or dealers are reacting to the decision-making process, relating
relevant examples from the tourism sector
The marketers of respective organisation that is Trailfinders are developing various
strategies and plans. In addition to this, the decisions developed by organisation for managing
tour involve effective analysis of decision-making process that is significant in order to provide
high customer experience.
TASK 3
P5 Compare as well as contrast key dissimilarities of hospitality decision-making procedure
with in relation to Business to business & Business to customer using specific examples
Decision making
process
B2C B2B
Analysing need Buyers mainly initialise the process
by identifying the needs that show
their requirement is practical in
nature.
Companies are seeking for buying
process by analysing the needs to
achieve business objectives.
Comparing
alternatives
Herein, buyers mainly differentiate
the requirement from other
Herein, the business owner compare
the aspect of different suppliers in

alternatives in terms of price, quality
and many more.
relation of quality, durability, cost
and budget of company.
Select among
various
alternatives
The buyers select the most adequate
and appropriate product which fulfils
their requirement.
On the other hand, company select
the suppliers who provide them best
facilities.
Analysing the
outcome
Herein, buyer give their input when
their expectations are not met and
they feel disappointed with the
offerings.
At this stage, company face many
problems and for dealing with this,
they communicate with the provider
in an effective manner.
on the off chance that organizations
faces any issue in item, at that point
they settle them by speaking with
provider.
Decision In business to customer, the decision
are taken by customer while
considering factors such as price
compare to competitors, availability
of space, convenience, budget and so
on. In addition to this, decisions are
mainly taken by customers by
discussing it with family members
and other person as well.
Herein, decisions are taken by
undertaking aspects such as profit
margin, present marketing trends and
many more. In this, formal decision
is taken by businesses by consulting
it to partners and other stakeholders.
Example If a customer want to buy a particular
service from an organisation then it
may review website of that particular
comments, review comments, discuss
with friends and check the offerings
in context of price and quality as well.
If a company directly buy any
product or service from other
organisation then it first consider
budget and then facilities provided
by them.

Types of different decisions that are made when purchasing travel and tourism products and
services in B2B and B2C contexts
Availability of number of alternatives: It is determine that customers search for
alternatives while buying any services in order to find best option in their budget. They compare
the quality as well as price of service which assist in getting best as well as effective deals.
Price: It is undertaken as one of the major factor that is consider as price plays an
important role in consumer decision making process (Gibson and O’Rawe, 2018). If a customer
find same services in less price then they shift towards it easily.
Distribution channels: It is determine that businesses consider this factor while taking
buying decision as they prefer to make those deals that has less number of hierarchy levels.
Current marketing trends: It is important for businesses to buy those deals and consume
those services that is trendy as customers prefer those services that is new and innovative at
marketplace. It is determined that considering of this factor is significant as it help in attracting
customers and gaining growth as well.
P6 Various approaches of market research methods & the research applied for knowing
consumer decision making process
For understanding the decision-making procedure of customers, both the primary and
secondary method is useful and beneficial for Trailfinders. In the present time, most of the
organization conduct market research and make use of questionnaire, survey on other methods in
order to collect information. It will help in understanding customer requirements and their
viewpoints about the offerings provided by Trailfinders. In addition to this, there are various
approaches of market research which is advantage use in order to understand the decision-
making procedure of customers. Some of the effective and useful approaches are given below in
relation to the Trailfinders:
Passive view model: As for this model, purchasing behavior of consumer receives
prompted by using practices such as advertising, promotion, income and so on. In context to this
it is analysed that such model does not longer bear in mind the truth which by are themselves
please an important role in making the selection related to product and services (Holmes, Dodds
and Frochot, 2019). With the help of this model, researchers will be able to know about
consumer behaviour that are highly influenced by the promotion an advertising. Da another
factor which will assist in attracting consumers is offering them value as per the amount the

argument. It is the benefit that is also in in the form of positive outcome and help in
strengthening the brand image.
Economic view model: it is totally based on the idea which A person speak rationally and
consequently that tend to take at the time of buying a product. The visitors separate extend
variety of gadgets, analyse their normal focal interest factor and so on it involves segregation of
consumers on various points such as price, interest area, availability of alternatives and many
more. Moreover the interests of an individual plays an important role as it helps in determining
the nature and behaviour of consumer which in turn help in providing them services as per their
requirement.
It is therefore all these approaches are significant an essential for Trailfinders in analysing
the decision-making procedure of their customers. In addition to this, it assist organization in
attracting large number of customers in gaining their objectives timely and effectively. There are
various factors which have impact over consumer behaviour as well as the decision-making
process. These are given below:
Interest: It is considered as one of the major aspect ask consumer interest having high
influence on the decision-making procedure and behaviour as well. In relation to an organization,
if it is able to fulfil the interest of consumer then customers also take interest and develop a
positive mindset towards the brand
Income: It is another important factor which has influence over consumer behaviour and
decision making. The customers prefer to go locations within their budget limit and if they are
not then they shift their preferences. In context to this, it is important for Trailfinders to provide
every form of package so that large number of people can buy it in an effective manner.
Apart from this, there are also other market research methods that in getting insight about
decision-making procedure and is given below:
Survey: By conducting the survey at marketplace, an organisation is able to understand
decision-making process of customers in a proper manner (Agustí, 2018). For example,
developing of questionnaire and make them fill by customers allow to know about customer
interest area and their requirements. This help respective organisation to offer services in a
manner which leads to purchase decision.

Observation: Herein, organisation observe the behaviour of customers at the time when
they take decision to buy products as well as services. This will allow company to develop
strategies and make them ready to buy its services at the present time period.
M3 Provide a justified and coherent assessment of how various factors influence tourism
decision-making & buying behaviour
It is determine that there are different factors that impact on the buying decision-making that
is budget, seasonality, needs, present market conditions etc. In addition to this, it impact on
decision making in a different way. For instance, after identifying the requirements and needs of
customers, it is easy to analyse about customers who is planning for the tour (Liang and Yang,
2018). Therefore, it is helpful in planning & managing the stays and developing positive buying
behaviour of clients towards brand.
For example, if an individual has low income then it prefer to travel near locations and the
person with high income prefer international trips. This shows income factor directly impact on
tourism decision making.
P7 Evaluation of how marketers can influence on the various steps of tourism decision-making
process
There is high impact of marketers activities on various stages off consumer decision-
making procedure it can be understood from the various points that is mentioned below about the
impact of marketers activity:
Promotion of amenities: the high number of visitors give priority to the advanced level
services. It is determined that promotion of such services as used in fulfilling the requirements
customer. It involves the promotion of extra services such as accommodation, transportation an
other convenience services for customers. It has high effect on the behavior which entitlement of
services will assist in getting positive experience.
Behavioural theory: distillery have direct relationship with the characteristics of a person
such as attitude, beliefs, nature and so on. The significant of this analyse from the point that it
further give the chance in analysing the factors which have impact on the decision-making
procedure. Here in, the mean emphasize is given on the traits of consumer that will help in
fulfilment of requirements an attracting of large number of people towards services. One of the
major advantages related with this theory is it help in ridging all variety of people unfulfilled
their demands in an effective manner.

Cognitive learning: these theories assist in providing the clear overview related to
consumer decision-making procedure to marketer. It further gave the personality to the higher
authorities of Trailfinders to develop strategies as per the behavioural requirements that a track
high number of people. It is one of the important concept that learn by marketers in order to
impact positively on behaviour of consumers (Dorcic, Komsic and Markovic, 2019). The main
emphasize is on the various factors which has linked on the personality of consumer. Moreover,
the main object if of the marketer is to stimulate and develop demand of their offerings at
marketplace.
Decision making process that influence the travel and tourism consumers
Decision making process is useful for Trailfinders in order to make more deliberate and
thoughtful decisions by undertaking the relevant information and details that tends to define the
alternatives. This approach is useful in order to enhance the chances and also choose the most
satisfying alternative which is possible for respective company (East and Woodfine, 2017). With
the help of this process, company can effectively communicate their process and marketing
messages with suitbale choices to their potential customers and also tends to involve various
options and solutions several queries in hand undertaking the path at the cross road. In this
context, Trailfinders also need to decide and opt the best option for company in order to move
forward as the decision making process is most essential for the best management skills like
cognitive ability as it differs from person to person. Hence, this process is useful in order to
make choice by analysing the decisions, collecting information and assessing alternative
solutions. In this context, some of its stages are mentioned as: Identify the decisions: As per this stage, the marketers and sales person tends to identify
that they need to take decision in order to develop clear nature of their product and
offerings. In this context, they need to undertake the nature of decisive factor and become
quite decision making which is quite essential in regard of having promotion of suitable
products. Here, the marketers of company need to take suitable actions and conduct
market research and survey in order to take suitable decisions by considering marketing
perspectives. Gather information: In this stage, the marketers of Trailfinders tends to collect
information by undertaking the types of decisions and suitable messages which they
convey to their customers by undertaking different situations. In this context, marketers

tends to collect details and information regarding the behaviour, trends and perceptive of
customers to promote the marketing factors by focusing on the promotional messages and
campaigns which are being organised by Trailfinders. Identify alternatives: In regard of this, they need to identify the suitable alternatives in
order to have better options that might impact the decision making of customers and for
this, they need to be aware regarding the various situations by focusing over the
promotional factors that might impact the customer buying behaviour. In terms of
Trailfinders, they tends to effectively conduct market research in order to identify
suitable offerings and strategies of their rivals in order to mitigate the risk of other
alternatives. Weigh the evidence: As per this factor, the marketers of Trailfinders need to draw
suitable information regarding the imagination to end the alternative options for
company. In order to fulfil this factor, marketers need to go through with this first step
again in order to take prominent decisions to reach towards their goals and objectives.
Lastly, they place the suitable alternatives in priority basis which depends on the suitable
values and system of company. Choose among alternatives: As per this factor, the marketers of Trailfinders need to
consider and analyse suitable alternatives in order to choose effective criteria from the
perspective of customers (Pan and Yang, 2017) . They also need to choose the
alternative that can become contradictory in order to choose one option from many more. Take action: As per this step, they respective and their customers need to take action in
positive manner regarding the effective execution of suitable alternatives by undertaking
major steps which are being considering at the time of choosing between various
alternatives. Hence, the marketers take action on the basis of preferences and demand of
their customers by undertaking actions for the sake of their customers.
 Review your decision: In this context, the marketers tends to review their decision before
executing it in the market and also analyse the both positive and negative aspects of it in
order to take suitable position in market. Hence, reviewing factor is useful in order to
mitigate the risk factor and also helps in making better place in market.

M4 Critically assess how marketers effect each phase of the decision-making procedure in
reference to appropriate methods & models applied
Need Recognition: It is analysed that marketers undergo to gain insight about demands of
customer within the UK.
Searching & Gathering Information: The data from customers is get by questionnaires
and feedbacks.
Evaluating alternatives: Plans & strategies are build after analysing the alternatives
which are required in managing tour planning.
Purchase of product: It means customers are given with effective service & experience
that assist in attaining organisational objectives.
Post-purchase evaluation: It involves taking feedbacks & making recommendations for
enhancing customers experience.
D2 Critically assess the application of suitable theories models and concepts that effect &
influence on the tourism decision making process
It is determine that behavioural theory direct impact on the decision making process and
impact on the tourism industry (Hollebeek and Rather, 2019). It is important for the respective
organisation to maintain effective relationship with its client as it help in developing positive
behaviour in mind of customer towards the brand.
Conclusion
From the above study, it is analysed that consumer behaviour plays vital role in taking
effective decisions that has positive influence on the sales as well as customer base of an
organization. It is determined that there are various factors that is social, cultural and
psychological which have impact over the behaviour an attitude of customers. In the present
time, innovation in technology allows a tourism sector to make changes as per customer
requirements and market trends. There are mainly two forms of decision-making procedure
described that are B2B and B2C. It is important for tourism industry to make use of proper
research method so that it can analyse the requirements of customers and fulfils it timely.
Moreover, they used passive as well as economic view model that support customers in altering
their decision towards the company.

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