“Saying is one thing; doing is another”: the role of observation in marketing research

In comparison to other techniques of data collection, observation rarely appears as a research methodology in the marketing literature: this may be because the technique is regarded as time‐consuming or as delivering data which lack the depth and qualitative richness of other research methodologies. In this article, the authors attempt to demonstrate that this is not the case. Far from providing superficial, “thin” information, the case forming the basis of this study demonstrates that observation delivers data which cannot be obtained using any other method. Considers the use of observation as an exploratory, qualitative, research technique and discusses when its use is appropriate. The main focus of the paper is a study carried out for Whitbread plc to highlight micro issues for consideration in the siting of different restaurant concepts.