Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/43721
Title: Hai Di Lao Hot Pot : from Employee Stimulation to Service Innovation
Authors: Chen, C
Shen, H
Fan, DXF
Keywords: Customer satisfaction
Hai Di Lao Hot Pot Restaurant
Service innovation
Service quality
Issue Date: 2015
Publisher: Routledge, Taylor & Francis Group
Source: Journal of China tourism research (中國旅游硏究), 2015, v. 11, no. 3, p. 337-348 How to cite?
Journal: Journal of China tourism research (中國旅游硏究) 
Abstract: 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.
URI: http://hdl.handle.net/10397/43721
ISSN: 1938-8160
EISSN: 1938-8179
DOI: 10.1080/19388160.2015.1082526
Appears in Collections:Journal/Magazine Article

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