Embed Size (px)
DESCRIPTION
Citation preview
i
Development of Destination Branding Strategy in
Transition Economies
--- The case of Cu Chi, Vietnam ---
Tables of Contents
Acknowledgements ............................................................................ Error! Bookmark not defined.
Tables of Contents ................................................................................................................................ i
List of Figures.. ................................................................................................................................... iv
List of Tables.. ..................................................................................................................................... v
Chapter 1. Introduction .................................................................................................................. 6
1.1 Rationale for the Chosen Topic ................................................................................... 6
1.2 Organization Background ............................................................................................ 8
1.2.1 Natural resources ............................................................................................................ 8
1.2.2 Human culture ................................................................................................................ 9
1.2.3 Tourism Infrastructure ................................................................................................. 11
1.3 Research Aim and Objectives .................................................................................... 13
1.4 Research Objects and Scopes ..................................................................................... 14
1.5 Research Approaches ................................................................................................. 15
1.6 Research Structure ..................................................................................................... 16
Chapter 2. Literature review ........................................................................................................ 18
ii
2.1 Introduction ................................................................................................................ 18
2.2 Building Strategic Destination Brand ........................................................................ 18
2.2.1 Examples ...................................................................................................................... 18
2.2.2 Develop the Brand Touch Points ................................................................................. 18
2.3 Destination Branding ................................................................................................. 19
2.3.1 Theoretical Models for Destination Branding ............................................................. 20
2.3.2 Objectives and Challenges ........................................................................................... 20
2.3.3 The Destination Branding Strategy .............................................................................. 20
2.3.4 Slogans and Logos ....................................................................................................... 20
2.4 The Role of Local Government in the Development of the Tourism Sector ............. 20
2.5 Summary .................................................................................................................... 20
Chapter 3. Research Methodology .............................................................................................. 21
3.1 Qualitative Research .................................................................................................. 21
3.1.1 Qualitative Research Sample ....................................................................................... 21
3.1.2 Steps in Qualitative Research ...................................................................................... 21
3.1.3 Components ................................................................................................................. 21
3.2 Quantitative Research ................................................................................................ 21
3.2.1 Quantitative Research Sample ..................................................................................... 22
3.2.2 Steps in Quantitative Research .................................................................................... 22
3.3 Factor Analysis in Quantitative Research .................................................................. 22
Chapter 4. Findings and Discussion ............................................................................................ 23
4.1 Tourism Factors ......................................................................................................... 23
4.2 Research Result on Tourists ....................................................................................... 23
4.2.1 The Important Factors .................................................................................................. 23
4.2.2 State of Cu Chi’s Tourism ........................................................................................... 23
4.2.3 Personal Characteristic Influence ................................................................................. 23
4.2.4 Awareness of Local Leaders and Tourism Industry .................................................... 23
4.2.5 Leaders’ Personal Characteristics ................................................................................ 23
4.2.6 Current State of Cu Chi and Local Leaders Expectations ........................................... 23
Chapter 5. Conclusion and Recommendation ............................................................................. 24
5.1 Target Market of Cu Chi’s Tourism Business ........................................................... 24
5.2 Content for Propaganda ............................................................................................. 24
5.3 Means of Communications to Approach Target Market. .......................................... 24
References....... ................................................................................... Error! Bookmark not defined.
iii
Appendix 1...... ................................................................................... Error! Bookmark not defined.
Appendix 2...... ................................................................................... Error! Bookmark not defined.
iv
List of Figures
Figure 1-1 Location of Cu Chi ............................................................................................................. 7
Figure 2-4 Process for building strategic destination brand .............................................................. 18
Figure 2-1 Components of Destination Branding .............................................................................. 19
Figure 2-2 Brand Reputation.............................................................................................................. 20
Figure 2-3 Model of Destination Branding ........................................................................................ 20
Figure 4-1 Scale analysis of local tourism product ............................ Error! Bookmark not defined.
Figure 4-2 The importance of criteria on tourists’ perspectives ........ Error! Bookmark not defined.
Figure 4-3 Tourists’ assessment about quality of Cu Chi’s tourism product.... Error! Bookmark not
defined.
Figure 4-4 The difference in importance assessment due age awareness of leadership ............ Error!
Bookmark not defined.
Figure 4-5 Perceptions of leadership on the status of Cu Chi tourism ............. Error! Bookmark not
defined.
Figure 4-6 Comparing current state of Cu Chi and local leaders’ expectationsError! Bookmark not
defined.
v
List of Tables
Table 1-1 Dissertation structure ......................................................................................................... 16
Table 3-1 Tourists divided by nationality .......................................... Error! Bookmark not defined.
Table 3-2 Tourists divided by age...................................................... Error! Bookmark not defined.
Table 3-3 Tourists divided by educational level ................................ Error! Bookmark not defined.
Table 3-4 Tourists divided by visiting time ....................................... Error! Bookmark not defined.
Table 3-5 Leaders divided by fields of work ..................................... Error! Bookmark not defined.
Table 3-6 Leaders divided by education level ................................... Error! Bookmark not defined.
Table 3-7 Leaders divided by age ...................................................... Error! Bookmark not defined.
Table 4-1 Scale analysis of local tourism product ............................. Error! Bookmark not defined.
Table 4-2 The importance of criteria on tourists’ perspectives ......... Error! Bookmark not defined.
Table 4-3 Tourists’ assessment about quality of Cu Chi’s tourism product ..... Error! Bookmark not
defined.
Table 4-4 The difference in importance assessment due to nationality difference . Error! Bookmark
not defined.
Table 4-5 The difference in importance assessment due age difference .......... Error! Bookmark not
defined.
Table 4-6 The difference in importance assessment due age awareness of leadership ............. Error!
Bookmark not defined.
Table 4-7 Perceptions of leadership on the status of Cu Chi tourism Error! Bookmark not defined.
Table 4-8 Discrepancy in educational level of leaders in importance assessment . Error! Bookmark
not defined.
Table 4-9 Discrepancy in leaders’ profession in importance assessment ......... Error! Bookmark not
defined.
vi
Table 4-10 Age discrepancy of leader in assessing the importance of service attitude ............. Error!
Bookmark not defined.
Table 4-11 Comparing current state of Cu Chi and local leaders’ expectations ..... Error! Bookmark
not defined.
Chapter 1. Introduction
1.1 Rationale for the Chosen Topic
Recently, when globalization and international economy integration goes deep into provincial
level, there is strong competition among territories to attract more talented human resource, tourists,
investors, businessmen to increase prosperity and sustainable development goal (Chu, 2008). The
question raised is why some places can earn great success and the others can not? The answer is
very likely that the successful places were able to develop a winning marketing strategy (Slater et
al., 2011). The local marketer certainly started the marketing plan with a comprehensive assessment
(researching) to identify a key product which is considered as “key competence” of the place. On
that base, marketers design the vision, long-term goal for the place. At the end, a comprehensive
marketing strategy is to be developed for the place (Wang and Pizam, 2011).
Cu Chi is a suburban district to the northwest, around 30 kilometres away from Ho Chi Minh
City as demonstrated in Figure 1-1. Cu Chi is located on the middle of high area of the South East
and the low area of Mekong Delta River, at the joint of Sai Gon and Vam Co Dong rivers. This
geographic position features Cu Chi with a high density rivers system, therefore, favours the place
with abundant and blooming fruit gardens. Cu Chi is at the Northwest door of Ho Chi Minh City
where Xuyen A road is passing through connecting Cu Chi with Tay Ninh and neighbouring
Cambodia. Furthermore, during 2 wars against French and US, Cu Chi was famous for brave people
with undefeated spirit to go against the invasion troops. One of the typical proofs is the tunnel
7
system under the ground stretching over 250km which still remained with two historical spots Ben
Duoc and Ben Dinh. Cu Chi Tunnel is a spectacular architecture, the pride of the local as well as of
Ho Chi Minh City.
Figure 1-1 Location of Cu Chi
With the natured-favoured resources and its cultural – historical identity treasure, it’s highly
possible for Cu Chi to develop a key product for this place – it is tourism. Tourism will become a
specialized product, a key competence to promote Cu Chi local brand. However, the future of
places not only depends on geographic position, climate and natural resources but also
professionalism, contribution capacity, people’s quality and organization in the place (Murphy et
al., 2007). Therefore, developing Cu Chi brand via specialized tourism products is very crucial
within the tourist attraction strategy. The development is also necessary for socio-economic
improvement for Cu Chi district, in the end, to better off the local’s lives. Sharing the concerns of
8
local leaders, the author would like to give a small contribution though this thesis “Develop and
promote brand of Cu Chi district, Ho Chi Minh City through local tourism products”.
1.2 Organization Background
1.2.1 Natural resources
Geographic
Cu Chi is a suburban district located on the North-West of Ho Chi Minh city. Cu Chi town is
away from central city about 35km along the inter- Asian route. Cu Chi is located within the city
belt with total natural area of 42.856ha. Cu Chi district’s geographic co-ordinate is 106022’ to
106040’ Eatern longitude, 10055’ to 11010’ Northern latitude. The administrative position of Cu
Chi: The North joins with Trang Bang district, Tay Ninh province; the East- northeast join with Ben
Cat district, Binh Duong province; the West- Southwest is next to Duc Hoa district, Long An
province; the South is closed to Hoc Mon district, Ho Chi Minh City.
Cu Chi is located on the inter-Asia international road connecting PhnomPenh with Ho Chi Minh
City and between Red river and Vam Co Dong River with many canals. This location facilitates the
cultural exchanges, tourisms between the provinces in Asia and Campuchia (Gillen, 2010).
Climate
Cu Chi is characterized by tropical monsoon type of climate. There are two distinct seasons in
one year in Cu Chi: rainy season from May to November and sunny season from December to
April. In general, the climate of Cu Chi is not fairly different from the climate of other areas.
However, some definitely natural characteristics make Cu Chi’s climate distinct.
Rivers and canals cover almost Cu Chi district. In Cu Chi, river and canal system is distributed
unevenly, mainly located round the Sai Gon River and the Southern and southwestern communes of
district. The Sai Gon River is the largest river in the district and flows northwest-southeast war. It is
the natural boundary between Cu Chi district and Binh Duong province with the length of 45km. It
9
is very convenient to develop the river tourism. The average width of the river (middle stretch) is
200m and the depth is 16m. The flow of Sai Gon River changes seasonally. Usually, the rainy river
flow is 1-5 times higher than the summer river flow. The river flow also depends on the tidal
period. The Sai Gon River supplies the water for the whole Ho Chi Minh City and servers the river
transportation to Cu Chi people. Rach Tra is the boundary between Cu Chi district and Hoc Mon
district with the length of 17km and width of 30-34m linking with Sai Gon River. Thay Cai canal is
24km long, 45m wide, 3m deep. It is the large canal located on the southwesten district and the
boundary between Cu Chi district and Duc Hoa district, Long An province. Thay Cai canal links
Trang Bang drain (Tay Ninh province) with Vam Co Dong river, through Tra drain. Moreover, Cu
Chi has many other small canals alongside with the bank of Sai Gon River such as: Ba Phuoc canal,
Dua canal… Dong canal is the largest southern irrigational work and supplies water from the Dau
Tieng Lake to Cu Chi. Regarding to Cu Chi district, the Dong canal supplys the water resource for
over 10.000 ha, mounds and the nothern and westen slopes of the district. River system in Cu Chi
district can be considered as a valued natural resource of tourism.
1.2.2 Human culture
History
According to folklore, Cu Chi anciently had a lot of Cu Chi trees (now commonly known as Ma
Tien tree) so that the first inhabitants named this region Cu Chi. This is the land which was founded
by Vietnamese people in the years of openning the realms of late seventeenth century to early
eighteenth century under Gia Dinh province, including the entire land portion of two of Long Long
While The Lower and Middle, part of the two of Trade and Binh Thanh Long The China of today's
Hoc Mon District.
Over the historical changes, the old places are no longer existed, many new places were found.
Until 1957, the Saigon government officially established Cu Chi district under Binh Duong
10
province. In 1963, Saigon government divided Cu Chi into two districts: Cu Chi district was
merged to newly formed Hau Nghia province and Phu Hoa under Binh Duong province. During the
American war, although Cu Chi was a fierce battle in the northern Saigon - Gia Dinh, residents still
were resolute in safeguarding their village in which Cu Chi tunnels originated. In 1967, Cu Chi
achieved Thanh Dong medal which was a noble title "Dat Thep Thanh Dong". After state
reunification, the Fourth National Assembly of Democratic Republic of Vietnam renamed Saigon -
Gia Dinh into Ho Chi Minh City. Cu Chi District under Hau Nghia province and Phu Hoa district
under Binh Duong province merged into Cu Chi district under Ho Chi Minh City. Nowadays, Cu
Chi district consists of 20 communes and one town.
Ethnic group
There are 13 ethnic groups in Cu Chi district. Kinh people who form the majority population of
the district: 296,450 persons accounting for 99.36% of the overall population. Following Kinh
people, Hoa people accounting for 0.58%, Khmer 0.04%. The other ethnic minority groups such as
Tay, Thai, Muong, Nung, H’mong, Dao, Cham, Gu - Trieng, Lao, ... account for a negligible
quantity. Hoa people are scattered over towns and live by trade. The ethnic minority groups live on
the equality, freedom and harmony basis basis according to the policies of the Party and the State.
Religion
The majority of Cu Chi people practices Buddhism, ancestor worship, following Catholic, Cao
Dai, Hoa Hao Buddhists, Protestants etc. 30% of the total population are practicing Buddhists.
There are 28 temples, 9 pure lands.
1. Christianity: 7.997 people are Christians accounting for 2.68% of the population. There
are 9 churches and one prayer house. The majority of Christians centralize in Tan Thong
Hoi commune, Tan Phu Trung commune and Cu Chi town.
2. Cao Dai: accounts for 0.18% of the population living mainly in Phuoc Thanh, Thai My,
11
Trung Lap Ha, Phu Hoa Dong commune.
3. Protestant: there are more than 1,000 worshipers in Cu Chi town, commune of Phuoc
Hiep, Phuoc Vinh An, Thai My, An Nhon Tay and Phu My Hung.
Historic and cultural spots
Until late 2005, there are 88 historic-cultural spots in which consisting of 7 historic spots, 59
cultural spots and 22 revolutionary spots. There are two typical spots like Ben Duoc and Ben Dinh
which attract domestic and foreign tourists. The historic – cultural spots in Cu Chi receive over
1.000.000 domestic and foreign tourists annually. This is a unique tourism product of Cu Chi
district.
Museum
Cu Chi is well-known for museums, traditional houses, memorial statues. Currently, the district
has a traditional house which displays the war trophies. Ben Duoc Martyr Memorial Temple is a
unique architectural work which was built in 1995 at a cost of over 100 billion VND. In addition,
16 Martyr Memorial Houses were built in the heroic communes.
Festivals
Due to the historical, ethnic and religous features, the festivals in Cu Chi are quite multiform
mainly in spring. However, the festival status is remaining spontaneous, not yet concentrating on in-
depth investment, and then not yet showing the inherent quintessence.
1.2.3 Tourism Infrastructure
Cu Chi has good facilities to create prerequisite for tourism development. Since 2000 local
authorities have greatly invested in enhancing infrastructure serving for tourism industry in
particular and economic development in general.
12
Traffic
One mentioned advantage is that Cu Chi is located on the inter-Asia route linking Ho Chi Minh
City to Phnom Penh with eight two-way lanes. "Program of asphalting roads of the district was
carried out in the period of 2002 – 2004. Until now, Cu Chi has completed about 252km road at
plain fine-level standard with asphalt concrete 5cm thick, 3.5 m wide with a total investment budget
of 122 billion VND. To date, the district has 1.031km road and 98 bridges with a length of 2427.5
m. The transportation system consists of inter-commune roads and routes linking the central district
to communes asphalted 100%, inter-village roads also asphalted 50-60%. It is very convenient for
residents to travel and transport goods
Tourist attractions
Tourism activities in Cu Chi also began to develop to meet the sightseeing need of tourists and
entertainment need of residents. Firstly, we should mention the Ben Duoc- Ben Dinh historic spot
with the total area of 120ha and the unique tunnel system built and renovated since 1990. It is
considered as an interesting destination and as symbols in Cu Chi. Nowadays, there are many
resorts, relaxing and entertainment places such as Cu Chi Water Park, multi-ethnic cultural village
and eco-tourism zone ... has become the attractive eco-tourism destinations.
Shopping zone
Currently, there are 20 markets at commune level and 33 general stores which mainly serve the
resident’s essential demands. In recent years, because of developed tourism, there is a system of
over 50 souvenir shops in the tourism destinations to provide souvenirs, local specialties for
tourists. In general, the trading servies of Cu Chi has not prepared well to keep pace with tourism
industry development trend.
Human resources for tourism
Currently, human resources are considered as an extremely important factor for development in
all areas. Although tourism development depends remarkably on nature and history, it is required to
13
the satisfying ability of human resource in order to build a tourism development strategy, plan
tourism programs, build the local resorts. These are also the realized weaknesses of Cu Chi in the
past time. Currently, labor force serving the district tourism industry consists of 1.150 persons; in
which, less 30% persons were trained and only 7% is at university level.
Tourism-impacted social issues
Residents, immigrants and non-residents is increasing in Cu Chi. However, the robbery situation
is not high in the district. It reflects that the residents’ peacefulness and hospitality and the police’s
efforts which strengthen the confidence of tourists.
In summary, Cu Chi is the western gateway to Ho Chi Minh City. It has the invaluable resources
and terrain characteristic combined between the West and the South East. During two wars against
French colonialists and American imperialist, Cu Chi is well-known as a heroic symbol of
Vietnamese people. Nowadays, war already ended but Cu Chi is still keeping historic vestige the-
underground tunnel system. Cu Chi’s people were making every effort to build and rebuild their
homeland over 30 years. The symbol of a former steel land was changed every hour with for its
rural electrification projects, rural transport ... However, in order to become an actually ideal
destination for domestic and foreign tourists. Cu Chi needs more efforts in building the
infrastructure for tourism industry. Cu Chi brand can be known well by better promotions.
1.3 Research Aim and Objectives
The objectives of the dissertation are mainly to differentiate the destination from the competitors,
to increase the awareness and recognition amongst potential tourists, to create a positive image for
the destination and to create a strong brand and brand identity for the destination. Moreover, it is for
the possibility to improve and increase (indirectly) the positive image of the whole country through
14
the promotion of tourism. Besides the potential benefits a destination branding process can bring,
there are also challenges to consider.
The thesis is aim at reaching these objectives:
To research the fundamental theory of destination marketing; identify the key
components of a local tourism product.
To evaluate the current state of Cu Chi district’s tourism development and promotion.
To recommend the solutions to develop and promote Cu Chi district destination brand via
tourism products.
The research of destination marketing through specialized tourism product can play as a basis
and reference for other places, which have the similar features to Cu Chi district, Ho Chi Minh City,
Vietnam.
1.4 Research Objects and Scopes
The object of the research
With the above goal, the thesis focuses on researching the following objects:
1. Domestic tourists have been to Cu Chi
2. The local marketing expertise
3. The local tourism managers of Ho Chi Minh City
The scope of the research
1. The thesis focuses on researching the assessment of domestic and foreign tourists toward
tourism products and tourism brand of Cu Chi district.
2. The thesis focuses on researching, collecting the database from 2001 to 2005 to propose
solutions for developing Cu Chi’s tourism brand to 2010.
15
3. The thesis focuses only on solutions to develop and promote Cu Chi brand on 1 out of 4
markets of the place - domestic and foreign tourists.
1.5 Research Approaches
Data collection:
1. Secondary database: this thesis used the secondary database published by these sources:
Cu Chi District Statistics division, Ho Chi Minh City Statistical Office, Department of
Tourism, Department of Planning and Investment of Ho Chi Minh City. The database
was also collected from newspaper, magazine which gave the number of visitors to Cu
Chi and information about current state of tourism product development in Cu Chi in the
passing time. The primary database: the primary database was collected and processed
under the expertise and one-to-one interview methodology.
2. The quantitative research under expertise methodology: by using questionnaire with
expertise, local leaders, marketing expertise to identify the key components bring about
success for the local brand toward tourists. Qualitative research: through questionnaire
implementation in qualitative research, the quantitative research is carried out. The
questionnaire is given randomly to tourists visiting Cu Chi.
The data processor:
The collected data is examined, categorized and processed under SPSS software
Research approaches
The thesis uses different approaches to achieve different goals:
1. For the first objective: by expertise methodology and researching theory models in order
to identify the key components forming a specialized tourism product of a place
16
2. For the second objective: in order to assess the current state of tourism development of
the place, the thesis incorporates the statistics analysis, descriptive statistics and
comparison…
3. For the third objective: propose the solutions to develop and promote tourism product of
the local and then, select the effective means of communications to approach the target
market. The thesis also pays attention to learn experiences from international places
marketing.
1.6 Research Structure
Table 1-1 Dissertation structure
Chapter Title Contents
Chapter 1 Introduction to describe overview and objectives of this study
Chapter 2 Literature review
to introduce and review recent study in the line of
destination branding
1. Destination branding
2. Influences of specific landmark and branding
strategy
3. Roles of government in destination branding strategy
Chapter 3 Research
Methodology
to explore the methodology
to address sampling and data processing issues
Chapter 4 Findings and
Discussion
to present the empirical and numerical results
to discuss about meanings of these results
Chapter 5 Conclusion and
Recommendation
to express the research findings
to recommend solutions to develop efficient destination
branding strategy.
17
18
Chapter 2. Literature review
2.1 Introduction
This chapter provides the theoretical background for the present research project. It aims explain
and analyze the main issues raised by previous works in the field of destination branding. The
significant themes identified will be used to examine the findings of the research.
2.2 Building Strategic Destination Brand
2.2.1 Examples
2.2.2 Develop the Brand Touch Points
Source: Kwortnik and Hawkes (2011)
Figure 2-1 Process for building strategic destination brand
A. Identify Customers and Motivational Factors
19
B. Evaluate the Provider’s Value Proposition
C. Assess the Competitive Brand Position
2.3 Destination Branding
Figure 2-2 Components of Destination Branding
Source: http://img840.imageshack.us/
20
Figure 2-3 Brand Reputation
2.3.1 Theoretical Models for Destination Branding
Source: Cai (2002)
Figure 2-4 Model of Destination Branding
2.3.2 Objectives and Challenges
2.3.3 The Destination Branding Strategy
2.3.4 Slogans and Logos
2.4 The Role of Local Government in the Development of the Tourism Sector
2.5 Summary
21
Chapter 3. Research Methodology
In order to fulfill the research goal – develop and promote Cu Chi district brand through
specialized tourism products, the thesis is required to address the following issues:
Identify the key components forming tourism product of a place.
Define the importance of tourism components on tourists’ perspectives, local leaders and
tourism managers in the city. Assess the differences in viewpoint between tourists (the
demand) and local leaders, tourism industry managers (the supply) as the basis to propose
solutions of developing suitable, clients-based tourism products.
Identify the supply capacity of Cu Chi district under tourists’ demand via the current state
assessment. The thesis will compare, figure out the disparity among demand and supply to
find suitable adjustment and improvement solutions.
Identify the effective means of communications for Cu Chi brand.
The above issues will be addressed via two kinds of research methodologies: quantitative
research and qualitative researches.
3.1 Qualitative Research
3.1.1 Qualitative Research Sample
3.1.2 Steps in Qualitative Research
3.1.3 Components
3.2 Quantitative Research
22
3.2.1 Quantitative Research Sample
3.2.2 Steps in Quantitative Research
3.3 Factor Analysis in Quantitative Research
23
Chapter 4. Findings and Discussion
Data collection and processing was implemented as described in the previous chapter. The result
is presented and discussed in this chapter. Specifically, this chapter presents the awareness about
the importance of factors forming tourism product of a place on the tourists and suppliers’
perspectives. The result also shows the current state of Cu Chi’s tourism business. Ultimately, the
research would like to identify the difference in the current state assessment and tourism factors
importance among tourists and tourism suppliers. From that, the thesis is to propose effective
solutions to meet clients’ needs.
4.1 Tourism Factors
4.2 Research Result on Tourists
4.2.1 The Important Factors
4.2.2 State of Cu Chi’s Tourism
4.2.3 Personal Characteristic Influence
4.2.4 Awareness of Local Leaders and Tourism Industry
4.2.5 Leaders’ Personal Characteristics
4.2.6 Current State of Cu Chi and Local Leaders Expectations
24
Chapter 5. Conclusion and Recommendation
On the basis of data collection & analysis from tourists and local leaders, theory of marketing
place, tourism product factors and case studies from international place marketing, this thesis gives
out point of view, goals and solutions to develop Cu Chi brand through tourism product. Within the
scope of thesis, the author chose the promotion approach via tourism product for Cu Chi district.
5.1 Target Market of Cu Chi’s Tourism Business
5.2 Content for Propaganda
5.3 Means of Communications to Approach Target Market
This document is provided by:
VU Thuy Dung (Ms.)
Manager
Center for Online Writing Resources
Facebook : https://www.facebook.com/vu.thuydung.5076
Email : [email protected]
Blogger : http://assignmentsource.blogspot.com/
Website : http://assignmentsource.com/
