... of Service Model Supplementary services have two main roles: facilitating supplementary services, and enhancing supplementary services. Facilitating supplementary services are used in service delivery of the core product; while, enhancing supplementary services provide extra value tp the product (Bateson & Hoffman, 1999, p.366). According to Lovelock (2010, p.78), the following cluster of eight services comprises the many types of supplementary services:
Facilitating services: Information, Order taking, Billing, Payment
Enhancing services: Consultation, Hospitality, Safekeeping (Caretaking), Exceptions
These services form the petals of a flower, thus, taking the name of flower of service (see Figure ...