Ref: IMD-7-2047

Case study

Reference: IMD-7-2047

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Haidilao: Selling hotpot or selling service?

By Professor Winter NieWinter Nie

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?
KeywordsHuman Resource Management, Human Resources, Services
SettingsHaidilao International Holding
1994-2018
TypePublished Sources
Copyright©2018
LanguageEnglish
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Reference: IMD-7-2047

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Case study

Reference: IMD-7-2047

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