A major banking entity is interested in evaluating all aspects of its customer service operation, including all types of employee-customer interaction within their bank branches, service aspects related to their loan, credit card, and investment services, their online banking services, and other aspects related to their website

use the five dimensions of observation research described in your book to organize your report and make your recommendations. For example, you can start with the decision of which parts of our observation study should be structured or unstructured and why you feel that way, and issues or potential problems of which we should be aware. Make certain you identify the specific behaviors to be observed for structured observations. Go through each of the other four dimensions in a similar fashion, and finish your report with a discussion of the specific observation research techniques your recommend we employ.