Midas improved its service quality by having customers make videos of themselves as they made car service appointments.This is an example of using in situ observation.

Question

Quizplus · Accepted Answer

In situ observation involves observing and recording behavior in its natural setting. In this case, Midas allowed customers to make videos of themselves making car service appointments, which is an example of observing behavior in the natural setting of the customer's own environment.

Midas Improved Its Service Quality by Having Customers Make Videos