Directions for Research Report: The idea behind the research report is to allow you to research, explore, and dive into a topic that will have effect on your future (related to service/ service leadership/quality assurance/customer relationship management, etc. This is your last chance to learn or refine knowledge, skills and abilities (KSA's) prior to entering the work force, use it to your advantage to report on the topic. About five to six pages PLEASE PROVIDE CITATIONS