Supplementary services are auxiliary services offered to increase
the value of the service offering, but they are not essential (Storey and
Easingwood, 1998). For example, some hotels provide free transportation
to and from airports for their guests. Airlines (British Airways)
provide arrival lounges for overnight first class and business class or
BA gold card passengers at Heathrow and Gatwick airports. These
passengers can take showers, change, have breakfast, and make phone
calls or send faxes before they continue on their journey (Lovelock,
1996). Car rentals (Enterprise) provide free pickups and drop-offs.
Hotels (Marriott) provide irons and blow dryers in guests’ rooms.
These are additions to the core service of providing a room and bed,
air transportation and a car. These services have supplemented the
core services and added value to them, which are meaningful to the
customers.