Haidilao: Selling hotpot or selling service?
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.
- How to create a differentiation when the product differentiation is not possible?
- How to motivate employees?
- How to create a service-oriented culture?
Haidilao International Holding, Travel and Leisure, Catering
1994-2018
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
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Harvard Business School Publishing
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Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
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NUCB Business School
1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]
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