商品敘述：

The case charts the success of Chinese hot pot restaurant chain, Haidilao, from humble beginnings to international expansion, with a focus on how an emotion-based culture is created and sustained to deliver high performance. Chinese hot pot - a blend of meat and vegetables - is boiled by customers in a broth and eaten with a variety of sauces. There was nothing special about the food, but what differentiated Haidilao was the service, which catapulted the company to the number 1 spot in its segment and had diners queueing for up to two hours. The secret sauce was the company''s attention to the welfare of its employees, who were encouraged to work hard to progress fast. The culture - that competitors its could not emulate - is explored in the case, including the five-part HR system, welfare system, extended family aspects, and ability to adapt (while retaining key cultural markers). The case also looks at attention to product quality and Haidilao''s national and international expansion, asking how far its approach is sustainable in the future.

涵蓋領域：

Customer service;Self-motivation;Employee engagement;Emotional intelligence;Employee performance management

相關資料：

Case Teaching Note, (IN1821), 9p, by Quy Huy, Lisa Simone Duke

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