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Case Study

Haidilao: Selling hotpot or selling service?

7 pages

November 2018

Reference: IMD-7-2047

Haidilao is one of China’s most popular hotpot chains. For a hotpot restaurant, customers have food in a help-themselves way. It is difficult to offer product differentiations. Haidilao makes service quality a critical differentiator and builds a human resources system to ensure service quality becomes its core competence.

Learning Objective

How to create a differentiation when the product differentiation is not possible?
How to motivate employees?
How to create a service-oriented culture?

Keywords

Human Resources, Human Resource Management, Services

Settings

China
Haidilao International Holding, Travel and Leisure, Catering
1994-2018

Type

Published Sources

Available Languages

English

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