Research On Service Profit Chain Of Hai Di Lao

The theory of service profit chain is proposed by five professors such as James Heskett on the"Harvard Business Review" magazine in 1994.The theory describes the development process interaction mode between the enterprise internal service,staff,customer,corporate profit.These four factors influence each other,forming a closed cycle system.Service profit chain theory can optimize the management mode of the enterprise,improve the service quality of the enterprise,and increase the competitiveness of enterprise in the industry.Hai Di Lao hot pot is a typical representative of the Chinese catering,The Hai Di Lao "gold service" impress consumers deeply.Hai Di Lao successful development mode has become the example of other catering enterprises.The theory of service profit chain is used into Hai Di Lao enterprise operation and management,which improves the service efficiency and customer service quality,and increases the profit of the enterprise in development.This paper based on the brief introduction and review of the literature on the theory of service profit chain and satisfaction,loyalty theory.Hai Di Lao is a very successful case as a chain catering enterprise.This paper deeply analyses its success experience,business management based on service profit chain and the status of the customer service problems.At the same time,this paper uses questionnaires and interviews to study the satisfaction of customers and employees for Hai Di Lao service profit chain management and service mode.This paper further summarizes the successful experience of Hai Di Lao management and perfect service,aimming at putting forward specific suggestions for Chinses catering industry to improve the management level and service quality.These suggestions include increasing the internal service quality,increasing staff input,paying attention to customer demand and adapting to market changes.