Event management service at Marks & Spencer

8/9/2019 Event management service at Marks & Spencer

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Event Management Services for M&S

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RESEARCH WORK:

Launching Event Management Services for the Marks & Spencer

(M&S)


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TABLE OF CONTENTS:Introduction of Topic: .............................................................................................................................. 3

Brief introduction of Marks & Spencer: ............................. ................................ ...................... ................. 3

Environment Analysis of Marks and Spencer: ............................. .............................. .............................. .. 4

>>>External and internal factors that could affect the product and its services: ..................... .......... 4

>>>SWOT Analysis: .......................................................................................................................... 5

>>>PESTLE Analysis: ......................................................................................................................... 7

Introduction: EVENT MANAGEMENT ...................... ................................ ...................... ........................ 8

Event management and its components: ......................................................................................... 8

Wedding Event Management Service as a new product: ................................ ...................... .................... 9

OUTLINE OF THE SERVICEs which will be provided under the banner of Personalized EVENT

MANAGEMENT by Marks and Spencer, wedding event management as a new product. .......... .............. 9

Common DISTRIBUTION CHANNELS available for marketing of Wedding Event Management as a

Product: (4 Ps) .............................. .......................... ............................ ............................... .................. 10

>>>Segmentation & Targeting Process ........................................................................................... 10

Marketing tools integrated with the Product promotion: ............................... ....................... ................. 12

>>> Criteria for choosing the right marketing communication mix: ................................ ................. 12

>>> Sales promotions as non personal communication tool: ................................ ....................... ... 13

>>>Advertising as non personal mass promotion tool: ................................................................... 13

Possible Effect of role of Consumer behavior on the product: ............................ ........................ ............ 13

>>> Relevant Issues of Consumer Behavior: ................................................................................... 14

PRICING FOR the NEW PRODUCT: .......................................................................................................... 15

>>> Marketing costs: ...................................................................................................................... 15

>>> Wedding Insurance premiums: ................................................................................................ 15

>>> Total event management costs: ........................ ................................ ...................... ................. 16

>>> Total, Final pricing of the product: ........................................................................................... 16

LIST OF REFERENCES: ............................................................................................................................. 17


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Introduction of Topic:

Event management is a growing industry, with a lot of potential in it for the growth. Event Management

is a million dollars industry that includes hosting of events of various stature and semantics. Personal

functions or parties like marriages and birthday parties have become important social matters, whichneed to be professionally managed. These days all kind of events like meetings, seminars, exhibitions,

conferences, product launches everything is organized in a well mannered plan which is recognized as

an event. Event management is comprised with different event like personal events, leisure events,

cultural events, religious events, corporate events etc.In the following project, I am introducing the

event management services at M&S specializing in the wedding event management services. M&S,

itself, is a store with multi billions turnover. In the following report, I have developed a marketing plan

for the new product, which is WEDDING EVENT MANGEMENT SERVICES provided by M&S, followed by

brief introduction of M&S introduction, event management introduction, and the environmental

analysis of M&S. Moreover, the market segmentation and how the segments of the market will be

targeted is core point of the market plan. Suggestions regarding the pricing of the product and extraservices are given in an estimated table of figures according to the average budget. Issues that could

affect the consumer behavior are mentioned too along with the promotional tools and the criteria to

use the marketing communication mix are stated too.

Brief introduction of Marks & Spencer:

Marks & Spencer (M&S) is a major British retailer, with over 895 stores in more than 40 territories

around the world, over 600 domestic and 295 international stores. Moreover, It is the largest clothing

retailer in the United Kingdom, as well as being an up market food retailer, and as of 2008, the 43rd

largest retailer in the world. (M&S website, 2009).

Product lines of M&s are as follows: CLOTHING:

Womenswear, Menswear, Childrenswear, Shoes, Lingerie and hosiery, The Indigo collection,

Portfolio, Seasonal clothing, Beach Wear, Sportswear, Summer classics,

Cosmetics and perfumes Designer discount: This range includes the designers clothes at the discount rates. Breakthrough BreastCancer:M&S periodically markets charitable clothes for Breakthrough

Breast Cancer.

Food and Drink Homeware Technology Gift shop M&SMoney This includes the financial services provided by the Marks and Spencer. M&S Energy-This includes the electrical energy and Gas offered by M&S.


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In the year 1973, M&S expanded its market in the Canada and opened its 47 stores all across the

Canadian borders. Regardless of all the efforts made by M&S, the chain in Canada was never able to

move its reputation as turgid vendor. In the late 1990s, further efforts were made to modernize the

stores and expand the customer base, and unprofitable locations were closed. Nonetheless, the

Canadian operations continued to lose money, and the last 38 stores in Canada were closed in 1999.

Moreover, the Paris stores remained popular and profitable, the whole of the Western European

operation did not fare as well and eighteen stores were sold in 2001. In the year 1997 and 1998, profit

margins were pushed to untenable levels, and the loyalty of its customers was seriously eroded. These

factors combined to plunge M&S into a sudden slump, which took the company, its shareholders, who

included hundreds of thousands of small investors, and nearly all retail analysts and business journalists,

by surprise. The company's share price fell by more than two thirds, and its profits fell from more than a

billion pounds in 1997 and 1998 to 145 million in the year ended 31 March 2001.

In 2001, with changes in its business focus such as accepting credit cards, the introduction of the "per

una" accompanied by a redesign of its underlying business model, profits recovered somewhat and M&S

recovered some of its market share. M&S was ranked 17 in The Times' "Top 100 Graduate Employers2008. (Top100graduateemployers.com., 2009)

Since 2007, Marks and Spencer have changed their policies and moved them unto more socialize

facilities as in communal liabilities. Marks and Spencer have settled goals to reach targets including:

Giving 15,000 children in Africa a better education; reducing CO2 emissions by 55,000 tonnes per year,

tripling sales of organic foods; converting 20 million garments to Fairtrade Cotton.

(Vernon, M., & Mackenzie.C., 2007)

E

nvironment Analysis of Marks and Spencer:>>>External and internal factors that could affect the product and its services:One of the major factors that appear to have detrimentally affected M&S is one of self-righteousness.

While complacency should at no time be forgiven, it is easier to understand why this could have taken

place when the history of M&S is studied. Up until the mid-nineties M&S had been an extremely

successful company. They had diversified their retail business to include more products than any other

retailer and had continued to expand into other fields such as personal loans and life assurance (FT

07/10/88). M&S also had a strong policy on expansion of shopping space both inside and outside cities,

strengthening their market position and allowing for continued profitability. There was also a strong

move to international expansion during the 80s and 90s as M&S spread out to Europe, the US and

other locations around the world. Another contributing factor was that M&S had found that they hadsuch a market standing that it was unnecessary to advertise. The first advertising campaign launched by

M&S was only created as an attempt to stop the abysmal decline of their sales that took place in the late

90s.


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>>>SWOT Analysis:

The swot analysis of M&S is as follows in terms of strengths, weaknesses, Opportunities available for the

company and the external and internal threats for the company.

ST

RENGT

HS

j HistoricalGlory:Historical glory is something, which always have been a positive point for thecompany, as it add more value to the products of M&S.

j Look behind the label: Look behind the label marketing campaign was introduced in 2006.Being Fair-trade is the fundamental aim of this campaign for which environment friendly

textiles, sustainable fishing and fair-trade teas and coffees are sold in M&S stores. Moreover, At

Christmas, the company introduces a range of food products to support the housing charity

shelter predominantly in the food to go range including range of seasonal Christmas

sandwiches.

j High profileMedia campaigns: M&S has always run newspaper and magazine ads since theearly 1950s but the introduction of some famous stars such as Twiggy, David Jason, and later

on, Myleene Klass, David Beckham, Antonio Banderas, Claudia Schiffer, Helena Christensen,

Tatjana Patitz in various TV ads has helped raise the companys profile. (Helen. C., 2009)

j Consumers Confidence: Since 1999, the Customer Insight Unit (CIU) of M&S has been trackingtrends in the marketplace. Through talking to older customers, the CIU was able to identify a

gap in the current offers of M&S and the pinpoint to fill in the gap. With the insight it provides,

Your M&S was created, and new collection Portfolio was born which for example, increases the

womens confidence in the M&S women clothing. (Your M&S, Annual Report 2009).

j Hospitality: Most M&S stores feature some sort of hospitality offerings, usually in the form of anM&S Caf. These cafs offers fair-trade coffess and teas, pasteries, toasted sandwiches, soups

and cakes.

j New store Format: The full new look makeover is a reworking of the store design including thegutting of old stores, and installation of a brighter, more spacious, modern and contemporary

design, replacing the laminate floors with white tiles throughout (black tiles in foods), designed

clothing racks, Avant Garde product stands, total updating of decals, signage, equipment and

lighting. Till points, mannequins etc. M&S was the first retailer in UK to introduce the self

checkout tills in the food-halls of a small number of trial stores in 2002.


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WEAKNESSES

j Cut Flowers: War on Want criticised M&S along with other bigger stores chains in UK , in itsgrowing Pains report for using its manipulation to squeeze abroad suppliers to continuouslydecrease their costs while boosting up their own profits.

j ChangeManagementSystems: In the past, till now, M&S have invested heavily in a state-of-artmanagement systems which included computer information system and socio technical

systems. Even being so impressive, they have not always produced the good results even for

M&S. Deeply ingrained in the culture, these systems were developed keeping the old, stolid

image of the company rather than the refashioned image and in result, these systems

themselves came into crisis when they failed to deliver the expected financial results.

(Antelop projects, 2004)

j Financial performance: By late 90s, M&S were still working in the same fashion as they alwayshad, this affected their financial performance then and now .

OPPORTUNITIES:

j Building Success on Wholly owned or franchisedSimply Food stores: M&S is in the middle of aprogramme to open four hundred Simply Foodstores. (Finch, J . 2006)

j BP service Stations: M&S reached the 100-store milestone with BP service station franchise thisyear. (M&S ., Annual report 2009)

j Investing in high street stores: M&S is determined to flex their stores portfolio in 2009/10 toensure they give their customers the stores where they want them, and at a size that

accommodates a wide variety of products. (M&S ., Annual report 2009)j Financial performance:After fostering significant growth in recent years, mid-2008 saw share

prices plunge to well under half their value of twelve months before, as M&S struggled to cope.

(BBC News. 2008-07-02)

[

THREATS:

j Economy recession: As in the figures, the general merchandise including fashion, fell 8.9percent, while food was down by 5.2 percent, for which in the January 2009, M&S was to close

27 stores in a shock cost-cutting package that was about to bring 1230 loss of jobs. (Poulter.S.,

January, 2009)j Anti-Zionist activists: Some of stores have had their signage altered and their goods relabeled

lead by boycott held by many of the anti Zionists groups. (Weidenfield & Nicolson, 1990),

j Competitors: Such as Debenhams and Next etc.


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>>>PEST Analysis:

Pest analysis of M&S is as follows:

Political

Taxes change with every government and the VAT charged on every item

also change the tax payable to the government. Business taxes, Income

taxes plays an important role in M&S sales which are deducted from theannual sales.

Economical

The globalization of the internet has grown over the time. The online

purchases arte more quicker and cheaper than the latter shopping style this

has affected Marks and Spencer too, M&S have its online shopping website

where customers can have the privileges of the clearance and other

seasonal sales as per other manual shopping.

Sociological

Social factors as in the level of buying on internet than high street is

improvising and is affecting the level of sales too.

Technological

the more use of technology by keeping up with environment is necessary for

M&S for which they equipped the executives with new mobile technology to

speed up decision making and productivity. Moreover, number of the staffare given Windows mobile based smartphones capable of delivering

Microsoft Outlook e-mail, calendar and contacts.


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Introduction: EVENT MANAGEMENTEvent management is the application of project management to the creation and development of

festivals, events and conferences. Event management involves studying the intricacies of the brand,

identifying the target audience, devising the event concept, planning the logistics and coordinating the

technical aspects before actually executing the modalities of the proposed event. Post-event analysis

and ensuring a return on investment have become significant drivers for the event industry.

(Ramsborg, G.C., 2008)

Event management is the process by which an event is planned, prepared, and produced. As with any

other form of management, it encompasses the assessment, definition, acquisition, allocation, direction,

control, and analysis of time, finances, people, products, services, and other resources to achieve

objectives. An event managers job is to oversee and arrange every aspect of an event, including

researching, planning, organizing, implementing, controlling, and evaluating an events design, activities,

and production.

Event management and its components:

General planning

Event Concept, Event vision and mission, the SMART objectives of

the event, SWOT ANALYSIS. In a nutshell, its the Event Action Plan

Business planning

This includes the purpose and usefulness of business planning in

relation with the total business plans.

Putting the team together

This includes the outline of key roles and responsibilities of who will

do what, the recruitment issues, legal obligations etc.

Budgets and financial

management

This includes event budgets, control mechanisms, petty cash, cash

flow projections, budget for security purposes etc.

Legal issuesLegal status of events/event organization/contracts/ equalopportunities/ data protection will be covered unber this.

Insurance

This include the covers for the insurance and advice on claims

management

Event production operations,

Equipment, facilities, Health

and safety

medical provisions, welfare services, traffic and transport

management, security and stewarding, risk management and

assesment are covered in this part

Marketing and

Communications

marleting, segementation, targeting and positiong of the product,

media relations, and marketing strategies are devised.

Post event Post event steps are accounted in this part.


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Wedding Event Management Service as a new product:As for the Services for the Event management I will take the example of wedding even management as a

new product , for which M&S will provide the following services to the customers:

OUTLINE OF THE SERVICEs which will be provided under the banner ofPersonalized EVENT MANAGEMENT by Marks and Spencer, wedding

event management as a new product.This will include:

BUDGET AND FINANCIAL MANAGEMENT OF THE EVENT:

The total budget planning: M&S will plan the budget with the customer and will charge them

according to their budget and will provide the services he can pay for and need on the event.

WEDDING ATTIRE:

Bridal dress, Brides maid dresses, Groom wear:Customer will have the option either to buy itfrom M&S or to arrange for some more economical brand depending on the budget of

customer.

WEDDING Venue:

Interior or exterior designing of the venue: This is dependent on the demographics of the

wedding avenue, is it internal venue in some building or external outdoor venue

Wedding cake: depends on the size of the cake and the number of guests as per what

customers needs.

ACTUAL WEDDING DAY:

Reception: Reception for the guests and for the brides and groom family.

Photographer/ Video grapherto capture the moments

Entertainmentfor the guests could be hiring services of some music band or a singer etc.Prices

may vary on the level of the popularity of the singer or band.

Menu: Depends on the food and wine served in the event.

ACCOMODATION ANDTRANSPORT:

Accommodation and transport will include:

Transport for the wedding party

Arrangement of accommodation for the guestsHotel venue for the wedding party if needed


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OTHER OPTIONAL SERVICES ON CHARGE:

Invitation design/ distribution and RSVPs

Assistance with the compiling and mailing of Thank you cards

The other Services that M&S will provide along with the Wedding management on extra basis if thecustomer want them, will be

Wedding Insurance Premiums: Optional Marquee cover:

Common DISTRIBUTION CHANNELS available for marketing of Wedding

Event Management as a Product: (4 Ps)Marketing of the wedding event management services will be based on the following criteria:

Product: Will be based on the service a segment wants in their event according to their need, For

example, a couple want to have their first class marriage somewhere else than Uk. Moreover, a

customer will be interested in the benefits and the features they will get by using this product.

Price: Customers want higher value and quality, maximum benefits and premiums at relatively low

prices.

Placement: Wedding event management services will be available anywhere, where the customers

needs them, defines the availability of the product anywhere in the world at varying prices than in UK

for the Wedding event management provided by M&S.

Promotion: Promotion of the event management service will be done by using different communication

mix tools according to the region and the customers segmentation.

>>>Segmentation & Targeting Process

M&S customer segmentation work throws up 4 groups:

A: Green zealots: people who will actively seek out the most ethically and environmentally responsible

products.

B: Those interested and concerned, but often uncertain how to shop to achieve their ethical objectives.

C: Aware of the problem, not certain that their actions can have much effect or that they need to shop

differently.

D: Struggling, do not give high priority to issues.

The company gives some approximate figures for the numbers in each group compared to the numbers

of three years ago.


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Marks and Spencer consumer segmentation:

Group Now 3 years ago

A 5-10% 3-4%

B 30-35% about 15%

C 30-35% about 50-60%

D 25-30% 25-30%

Figure01 : Adapted from: http://www.carboncommentary.com/2007/10/01/21 ,

Accessed on: 25 May, 2010

Overall, the consumer segmentation of on the bases of possible market segments of the M&S for using

wedding services will be as follows

Consumer Segmentation Bases Possible Market Segment

Geographic

Dealing with who

buy (User

characteristics)

City Northolt, harrow, shepherds bush (segmentingdifferent town situated in London)

Country United kingdom, America, France

Climate Hot, Sunny, Rainy, Cold or Cloudy

Population

density

Population under 25000-100000, 500000-150000 etc.

Demographic

Who buys? (usercharacteristics)

Income Starting from 16000-20,0000 and above

Age 25-30, 30-35 and aboveGender Male, Female, mostly youngsters and middle aged.Family cycle Bachelor.

Social classor socio-

economic

Upper-middle, skilled working class,

Education graduate, post graduate, and above

Occupation Operatives; managers; officials, etc

Religion Any

Ethnic origin African, Asian, Caribbean, UK, Irish and others

Values Degree of loyalty, risk takers or risk avoiders

Behavioural

Benefits

sought

Discounts on the insurance premium cover of the

wedding and more discounts on the wedding attires ofboth bride and groom. Or 1 brides maid dress on half

price, if event management of M&S is used

Figure02:Adapted from: Consumer Market Base Segmentation Criteria (Michael J. Etsel et al(2004) in Principles of Marketing.


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As for the Targeting of the population group according to the wedding services: , the targeting will be

done on the basis of already segmented lets say; age group which will be done as follows: by keeping

the average financial consumption level of the consumers according to their age and their incomes,

which they are most likely to afford and use:

Groups Years of the age

Group 1 18-19 years

Group 2 20-25 years

Group 3 25-30 years

Group 4 30-35 years

Group 5 35 onwards

(MOST LIKELY TO USE)

The group which will be targeted is Group 03, 04 and 05. Group 03 and Group 04 are most likely to use

the service because they mostly are on the stage where they want bigger events and can afford it.As for the trends in the UK, people wed at later age around 35 and more, so the Group 05 is next most

likely population who will use the service.

Marketing tools integrated with the Product promotion:

>>> Criteria for choosing the right marketing communication mix:

The strength of the promoting new product is shown in the following table, which shows the relative

strengths of the communication tools, as is seen in the table, for the promotion of the M&S wedding

event management Service, two tools should be used heavily as in sales promotional tools, and mass

advertising, which will be enough for the marketing of such service.

Table 1: Strengths of communication tools, source: (Remco Prince & Peter C. Verhoef- 2007)

Selection

criteria

Advertising Sales

promotions

Public

relations

Direct

marketing

Personal

selling

Level of

control

Medium High Low High Medium

Level of

cost

High Medium Low Medium High

Level of

credibility

Low Medium High Medium Medium

Level of

dispersion

Low/medium Medium/high High/high High/

medium

Medium/high

Primary

tasks

Differentiating/informing Persuading Differentiating

/informing

Persuading/

reinforcing

Persuading


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>>> Sales promotions as non personal communication tool:

Sales promotion could be used in any way. M&S already have a array of menswear and a line for bridal

clothes, which make it more complimentary. Giving discounts on either on the bridal wear, or little more

money off on the wedding insurance cover, will appeal more customers.

>>>Advertising as non personal mass promotion tool:M&S is partly famous for its mass advertising these days as it reaches more customers and position and

differentiate the product from others competitors already in the market. M&S already have a position in

Customers mind as the value and quality in its service.

Possible Effect of role of Consumer behavior on the product:Consumer behavior plays an important role in the imaging of the new product as he is the one who buy

or use that service. Basically the variables that influence the individual behavior are:

PAST

PRESENT

FUTURE

Figure03 : Categories of variable influencing the individual, Adapted from- Williams. K. (1981).

PAST experience (of individual

with M&S)

Internal Physiological requirements: (what a

customer believe in, and how much he values the

M&S products)

Internal Psychological Structure: (how the event

service will be introduced psychologically)

External environment

(that affect consumer

behaviors)

-Economical (income

level)

-Physical-Social

FUTURE EXPECTATIONS WITH THE

NEW PRODUCT (discounts on services,

more added value to wedding event

services )


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>>> Relevant Issues of Consumer Behavior:

j Changing Tastes: Consumers changing tastes plays an important role on the development andsuccess of any product. To keep up with this issue, M&S will be changing its services according

to their needs and to match their requirements, that is why the estimation of the services is not

fixed to exact.

j Preference with new product: There are different levels of buyers readiness stage. Which areawareness of the new product (promotion of the product will help in that), knowledge of its

features and benefits, Liking (an average customer who love M&S will be most likely to use the

service than one who have mild likeliness for M&S), Preference (If customer prefer M&S on

Debenhams than he will most likely go for M&S wedding event management services),

Conviction (the level of the advertising influence on the customers and his preference level will

make him use the service), Purchase (this is the final stage of buyers readiness stage where

prospective buyers will come out for buying the new product).


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PRICING FOR the NEW PRODUCT:

>>> Marketing costs:

As marketing will be done through two promotional tools as in sales promotion and mass advertising so

the total costs will be according to the already budgeted money of M&S.

>>> Wedding Insurance premiums:

M&S Wedding Insurance provides four levels of cover; this will be added into the total final pricing of

the product as per the customer wishes it to be. For example, M&S provides 4 types of covers, which

include different level of costs in each cover.

Cover Tier 1 Tier 2 Tier 3 Tier 4

Premium (Inc. IPT at 5%) 59.00 99.00 154.00 189.00

Cancellation or Curtailment 5,000 8,000 12,500 17,500

Re-arrangement Up to 75% of the cost of the original service

Wedding Attire 2,500 3,500 4,000 5,000

Presents 2,500 3,000 4,000 5,000Rings 2,500 2,500 3,500 3,500

Cake 2,500 2,750 3,000 3,250

Flowers 2,250 2,500 2,750 3,000

Photographs and Video 2,000 2,250 2,500 3,000

Failure of suppliers 2,000 2,000 3,500 5,000

Transport 2,250 2,500 2,750 3,000

Wedding documents 500 500 500 500

Legal Expenses 10,000 for disputes relating to contracts

Public Liability 2,500,000 2,500,000 2,500,000 2,500,000

Stress Counselling Yes Yes Yes Yes

Optional Cover Loss or damageto marquees

Not Available 20,000 20,000 20,000

Additional premium for

marquee cover (Inc. IPT at 5%)

Not Available 70.00 70.00 70.00

Table 02: Adapted from: http://money.marksandspencer.com/insurance/wedding-insurance/cover-

premiums/


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>>> Total event management costs:

Total event management Costs will include the following, this will be the total price, M&S will charge the

customer as per the service they use and according to their budget: Lets say;

Average. Total budget of the customer from upper middle class is = 17,000

Then,

Total Costs to M&S

How much M&S will

charge the customer

Brides dress 2,000 2,500

designing of the venue: 2,500 3,000

wedding cake 1,000 1,200

Reception 2,500 3,000

Photographer/Videographer hire 500 800

Entertainment 1,200 1,500

Menu 1,500 1,500

Transport for 30 guests 900 1,300

Accommodation 40 per room for 2 600 1,000

Wedding insurance premium lets say Tier 01 if

bought 0 59

Service charges (Fixed for every customer) 1,000

TOTAL 12,700 16,859

>>> Total, Final pricing of the product:

Final pricing of the product will be done as per following criteria:

Against a competitor

T he more you spend than your competitors; more you will get in return.

M&S being a big company have to keep an image and quality, hence they do

mass advertising. Initial competitors for M&S are Debenhams and Next etc

Away from

competitors /productcategory

As the basic rival of M&S are not offering such services as wedding event

management services so other big event management companies will be

taken in account who are initially based in UK.

Quality/ Price

Quality and the price of the product will be taken in account, what will be

spend on the promotion of the product will be covered from the total price

of the product.

Benefit offered

Benefits which will be offered along with the product, their price will be

deducted from the total price of the product.

Product or brand

Attributes

More products attributes, means more costs to the final price of the

product.


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Conclusions:This report discussed the potential new product for the M&S which is wedding event management

service. As M&S is already offering the wedding insurance then, its good idea to cover up the wedding

event too, as financially, it is a great idea to slot in more to the companys turn over and to boost up the

companys profits. As the M&S have seen many ups and down financially, and now is on the recovering

mode, its the best idea to introduce such things which currently is not offered by M&S competitors such

as Debenhams and Next etc.

This report formulated the marketing plan and the estimated costs to the M&S and how much M&S can

charge in return to the customers.


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4. Finch, J ., (2006). Simply Food to triple in size with restaurant plan". Guardian Unlimited5. M&S . Annual report, (2009).

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May, 2010.

6. Poulter.S., January, (2009). Not even M&S is safe as recession forces closure of 27 stores: MailOnline.

Available at: http://www.dailymail.co.uk/news/article-1107564/Not-M-S-safe-recession-forces-

closure-27-stores.html

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May, 2010.

7. BBC News. 2008-07-02. "Business- M&S shares dive on gloomy outlookAvailable at: http://news.bbc.co.uk/1/hi/business/7484700.stm

Accessed on: 25th May, 2010.

8. High Fliers Publications Ltd. "The Employers | the Times Top 100 Graduate Employers".Available at: http://www.top100graduateemployers.com/top100.html Retrieved 2009-11-07

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12.M&S website: Wedding insurance Policyhttp://money.marksandspencer.com/insurance/wedding-insurance/cover-premiums/

13.Fletcher, Anthony - 10 March 2006 - Marks & Spencer dives into ethical consumer market", FoodNavigator.com (Europe)

14.Marks & Spencer - The Executive Committee". Marks & Spencer.http://corporate.marksandspencer.com/aboutus/our_people/exec. Retrieved 2010-05-20.

15.Stafford, Philip (2009-11-18). "M&S names Bolland as new chief". London: The Financial Times.http://www.ft.com/cms/s/0/8d85cb20-d438-11de-990c-00144feabdc0.html. Retrieved 2009-

11-18.

WORD COUNT: 4217 except bibliography

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