Service providers find opportunities to differetiate their processes and tangible from that of their compititors.

The expected product refers to the understading and assessment of consumer expectation vis--vis the service offer. For a service offer to satify the consunmer, the expected poduct service firm face server competition on serveral count. Each augmentation add to the cost. The augmented benefits very soon become excpected benefits to the customer. Certive and innovation BSPs represent the key strength of service provider. As the BSP is easy to copy and the chances of legal protection remote, service firm have to innovate continually to provide better value than their competitors to customer. The Poential Product which encompasse all possible augmentations that a products might undergo in the future, needs to be develop carefully. Sucessful companies add benefits to their offerings to not only satify, but alos surprise and delight their customers. In other words, they strive incessantly to surpass customer expectaion sin a variety of ways. The flower of the service C. lovelock develop the flower of service which indicates the core service surrounded by cluster of facilitating and support services. The flower comprises eight petals in all. Four of which represent facilitating supplementaty service and the remaining indicate value- enhancing supplementary services. Here the facilitating supplementary service include information ,order taking, billing and payment whereas consulation, hosptilality, caretaking and expetations are value- enchancing supplementary services. Information Customers need information on various elements of a service for evaluation and decision making. Service firm also needs to educate the market and prepare and perusade potential buyers to take pruchase decision in favour of the service prodiver. Sometimes information is require by the law; for example: condition of sale, warning, remainders and notifation of change. The example of the information elements are signboards to the service site, service perfomrance hours, charge for service, direction on using core and supplementary services, alerting people, notices, condition of sale/service, indicating the changes, documentation, rservation information, activity summaries and bills and receipts. Consulation Consulation involves a daigloue with customers, which is direction at identifying and understaing their requirements so as to design and develop a tailore solution. Consultation oftne helps customer understands their own situation better and encourages them to come up with their own solutions and action programmes. Consultation is offered generally to help customers use the service, clarify doubt, and management/technical consultancy. Order taking Order taking is the first step in transcation. Some organsiation such as banks and insurance companies require prospective customer to fill out an application form. Some orgnisation make entries and some others makes advanced reservation. The example of order taking elements are

filling applications for membership of assocations, subscription to a servic, reservation of seats, tables, room and rentals and entry of orders- online, postal or telephonic order. Hospitality Customer may be rewuire to stay at the service outlet for a long time due to the nature of the service process. Hence, hospitality becomes a part of the service offering. The hospitality extended to the customer during the services process contribution significantly to qulaity perception. Many services companies treat their customers as guests and provide facilities to make customer s comfortable. Hospitality includes greeting, enquiry and reception, waiting, facilities, bathroom kits, food and beverage and transportation Safekeeping It is likely