{"id":77,"date":"2017-02-05T15:35:42","date_gmt":"2017-02-05T22:35:42","guid":{"rendered":"https:\/\/blogs.ubc.ca\/wenxu\/?p=77"},"modified":"2017-02-26T11:00:59","modified_gmt":"2017-02-26T18:00:59","slug":"hai-di-lao-hotpot-service-beyond-expectation","status":"publish","type":"post","link":"https:\/\/blogs.ubc.ca\/wenxu\/2017\/02\/05\/hai-di-lao-hotpot-service-beyond-expectation\/","title":{"rendered":"“Haidilao” Hotpot—Motivation Determines Loyalty And Success"},"content":{"rendered":"

When dining at a restaurant, the greatest pleasure often comes along with the deliciousness of the meals as well as the excellent customer service that the restaurant offers. As a result, Haidilao, a hotpot chain in China captures fame through developing loyal employees, according to an article posted by Harvard Business School<\/a>.<\/p>\n

My most memorable and curious aspect when visiting Haidilao is their employees\u2019 engaged attitudes toward their occupation. For instance, they enjoy the busy paces and can tolerate work-related nuisances. Regarding that \u201cmaking customers happy<\/a>\u201d as their main objective, waiters and waitresses at Haidilao offer exquisite services to their customers. In particular, their waiting area provides activities such as manicure, shoeshine, snacks and drinks for customers so that the guests seldom feel bored. Moreover, customers are provided with aprons and cellphone bags to prevent their belongings from food stains.<\/p>\n

\"\"<\/a><\/p>\n

After exploring the Theories of Motivation in Organizational Behaviour, I realize that Haidilao strengthens its employees\u2019 sense of belonging towards the organization through both extrinsic and intrinsic motivation. Extrinsically, the company provides their employees with subsidies, compensation packages, as well as funds for personal emergencies since they realize that developing loyal workers is crucial. Resultantly, Haidilao has a lower turnover rate comparing to its competitors. Intrinsically, Haidilao allows its employees to come up with innovative ideas about customer-oriented services. Instead of regarding themselves as subordinates, all employees are treated as family members in the workplace. This is likely the reason for them to engage in Organizational Citizenship Behaviour through behaving beyond clients’ expectations.<\/p>\n

From my perspective, Haidilao’s management strategy is effective in motivating their employees. After completing basic tasks, employees initially feel a sense of accomplishment when receiving financial benefits from their employer. Subsequently, they perceive a sense of meaningfulness when they successfully make their customers happier and more satisfied. Ultimately, they achieve a sense of progress when they are appreciated for their outstanding services. In this way, employees tend to dedicate more efforts in working since they realize that devoting time and efforts to Haidilao is worthwhile.<\/p>\n

From Haidilao’s story, I have learned that cultivating loyal and diligent employees helps an organization to grow successfully. Resultantly, the management strategies which Haidilao adopts are beneficial resources for other companies to learn and acquire.<\/p>\n

(Word Count: 373)<\/ins><\/p>\n

Link:<\/p>\n

1. “Hai Di Lao: Service Beyond Imaginations.”\u00a0Technology and Operations Management<\/i>. N.p., n.d. Web.<\/p>\n

https:\/\/rctom.hbs.org\/submission\/hai-di-lao-service-beyond-imaginations\/<\/a><\/p>\n

2. Langton, Robbins, Judge, Organizational Behaviour<\/em>, 7th edition, p.153.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

When dining at a restaurant, the greatest pleasure often comes along with the deliciousness of the meals as well as the excellent customer service that the restaurant offers. As a result, Haidilao, a hotpot chain in China captures fame through … Continue reading →<\/span><\/a><\/p>\n","protected":false},"author":42354,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[2064571,40664],"class_list":["post-77","post","type-post","status-publish","format-standard","hentry","category-uncategorized","tag-blogproject","tag-comm-292"],"_links":{"self":[{"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/posts\/77","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/users\/42354"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/comments?post=77"}],"version-history":[{"count":8,"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/posts\/77\/revisions"}],"predecessor-version":[{"id":99,"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/posts\/77\/revisions\/99"}],"wp:attachment":[{"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/media?parent=77"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/categories?post=77"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.ubc.ca\/wenxu\/wp-json\/wp\/v2\/tags?post=77"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}