Service-ability can be defined as the ability of the whole organisation, through its individual members, to deliver consistently what the organization seeks to do: in a culture of initiative, professionalism, engagement and involvement that resonates with the customer and creates delight and satisfaction in both parties. Ostensibly, customer service lies in the area of marketing and strategy, however Service-Ability is also about management and organizational behaviour, and the book ranges deeply into these areas to make its point. The scope of Marketing has changed in the last ten years and the books key argument is the need to re-think the way we structure, manage, lead and organize our corporate bodies to be better able to achieve total customer centricity and develop lasting relationships with customers.
