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Hai Di Lao Hot Pot: From Employee Stimulation to Service Innovation.

Chen, C., Shen, H. and Fan, D. X.F., 2015. Hai Di Lao Hot Pot: From Employee Stimulation to Service Innovation. Journal of China Tourism Research, 11 (3), 337 - 348.

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Hai Di Lao Case Study Content Journal of China Tourism Research revised.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial No Derivatives.


DOI: 10.1080/19388160.2015.1082526


The management of Chinese restaurant chains has for some time followed the western model while accommodating Chinese customers. The new Hai Di Lao Hot Pot Restaurant chain has established its own management style, pioneering chain catering management to help the Chinese restaurant industry establish a professional image, explore a local management model, and maintain high standards of food safety. The objectives of this case study are to introduce the Hai Di Lao managerial strategy, investigate the secrets of its success from a human resources management perspective, to explore its innovative service, and to assess why it has inspired both marketers and the catering industry. The results show that human resources management can change employees’ behavior and emotional states by addressing a wide variety of needs. In addition, attention to service quality can improve customer satisfaction and retention.

Item Type:Article
Uncontrolled Keywords:Hai Di Lao Hot Pot Restaurant ; service quality ; service innovation ; customer satisfaction
Group:Bournemouth University Business School
ID Code:29753
Deposited By: Symplectic RT2
Deposited On:25 Sep 2017 13:50
Last Modified:14 Mar 2022 14:07


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