论休闲餐饮企业的服务利润链管理——以海底捞火锅店为例

Management of Service Profit Chain on Recreation Catering Industry——a Case Study of Haidilao Hotpot Restaurant

休闲餐饮市场的激烈竞争使得各个餐饮企业更加重视企业的盈利。文章从服务利润链理论的角度,分析了企业的利润、顾客、员工、企业的四者的关系,并且探讨了海底捞火锅店服务利润链管理的具体措施,旨在为其他休闲餐饮企业发展提供一些借鉴。

The fierce competition in the recreational catering industry makes food and beverage industry put more emphasis on corporate profits.Based on the theory of service profit chain,this paper analyzes the relations among corporate profit,customer,staff and enterprise and probes into the management measure of service profit chain in Haidilao Hotpot Restaurant in order to provide reference for other recreational catering enterprises.