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?
Human Resources, Human Resource Management, Services
Haidilao International Holding, Travel and Leisure, Catering
Published Sources
© 2018
Available Languages
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