The concepts of the ‘‘augmented product,’’ ‘‘extended products,’’
‘‘auxiliary,’’ ‘‘peripheral,’’ ‘‘adjunct,’’ or ‘‘product package’’ have
been well established in marketing literature. These concepts have
been developed in an effort to describe the supplementary elements
that add value to goods and services. According to Lovelock (1996)
supplementary services seem to be the most appropriate term to describe these services since it connotes the sense of augmenting the
core service and providing competitive edge. Kotler (1972) described
the supplementary or extended product as the tangible product, together
with all the services that accompany it.