1.What methodologies need to be developed to allow us to capture the impact of service quality on profit?
2.What measures are necessary to examine the relationship in a consistent, valid, and reliable manner?
3.Does the relationship between service quality and profitability vary by industry, country. category of business(e.g. in-service companies versus goods companies, in industrial versus packaged goods companies) or other variables?
4. What are the moderating factors of the relationship between service quality and profitability?
5. What is the optimal spending level on service to maximize profitability?