References

 Guffey, M.E., Rodes, K., &Rogin, P. (2011). Business Communication: Process and Product (6th Canadian ed.). Toronto , ON: Nelson

Johnstone, B. (2012, November 29). WestJet's recipe for success revealed. Leader Post | Latest Breaking News | Business | Sports | Canada Daily News. Retrieved February 24, 2013, from http://www.leaderpost.com/travel/WestJet+recipe+success+revealed/7625234/story.html

http://www.youtube.com/watch?v=zvZdnu03LGw