Haidilao is one of Chinaās 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
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