To supplement the previous models and overcome some of their
limitations, Lovelock presented ‘‘The Flower of Service’’ model to
identify and demonstrate how supplementary services augment core
services. He suggests that different types of core services have quite a
few supplementary services in common. According to Lovelock’s model
of ‘‘Flower of Service,’’ eight clusters (petals) of services surround
the core services of a firm. Lovelock classified the petals, the supplementary
services, into the following eight categories: Information, Order-
taking, Safekeeping: Looking After the Customer’s Possessions,
Billing, Consultation, Hospitality: Taking Care of the Customers, Expectations,
and Payments. Each of these clusters represents a set of
supplementary services, which can add value to the core products that
are meaningful to the customers. In the travel and tourism industry by
implementing these clusters of supplementary services to the core services,
firms can differentiate themselves from their competition.