Question: Kai works for a hotel chain that has recently implemented guest self - check - in on iPad stations situated in the reception area of

Kai works for a hotel chain that has recently implemented guest self

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check

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in on iPad stations situated in the reception area of the hotels. Kai decides the best way to research this new program is to observe guest during the check

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in procedure on the iPads, noticing how quickly guests can learn the check

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in procedure and their level of satisfaction with the process. Kai is using what method for gathering information?

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