Haidilao: Selling hotpot or selling service?
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
  1. How to create a differentiation when the product differentiation is not possible?
  2. How to motivate employees?
  3. How to create a service-oriented culture?
Keywords
Human Resources, Human Resource Management, Services
Settings
China
Haidilao International Holding, Catering
1994-2018
Type
Published Sources
Copyright
© IMD 2018
Language
English
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