However, these augmented
products could become expectations in the future. The outermost
band represents the potential product, this consists of all potential
elements that can be used to attract and retain customers. Levitt’s
‘total product concept’ is based primarily on the manufacturing goods,
and cannot be totally applied to the service industries, such as tourism.
Shostack’s (1977) ‘molecular model’ provides an alternative framework
that demonstrates a more specific understanding for the structure
of service products. She uses the model to make an analogy to a
chemical molecule, which is intended to help marketers visualize and
manage what she termed a ‘‘total market entity’’ (Lovelock, 1996).