The Hai Di Lao Case
Supervising Professor: Li Wei; Case Researcher: Cui Lu [ Language available : Chinese ]

Hotpot restaurant chain Haidilao always has something new for its customers, whether it be wifi access in the lobby, playing cards, shoe polishing services, manicures, free fruit, cakes, skin care products in the bathrooms, free toothpaste. Haidilao restaurants stand out in a service-poor society. But is it really the company’s emphasis on service that has made it successful?

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