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Service innovation case: hence, unparalleled What are the innovations coming from China compared to the West?


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Service innovation case: hence, unparalleled servicesinnovation for the customers (2/2)Innovative services to the customers Number of Hai Di Lao Hot Pot restaurants • Free gadgets while eating ‒ Glasses cloth 71 ‒ Plastic bag for cell phone +36% ‒ Elastic hair band • Free services while waiting +20% 26 ‒ Shoeshine 1 3 6 ‒ Nail cosmetology ‒ Fruit & beverage 1994 2000 2004 2008 2012 ‒ Chess & poker • After brand establishing stage for a decade, ‒ Internet reaching a stage for rapid expansion while maintaining the image for supreme service • 0.5 RMB1 discount per paper crane made while waiting • Case study for Harvard Business Review (Chinese version, Apr 2009) • Object of the book “Hai Di Lao: something that • Remote video system for dining between Beijing you cannot learn through” by Professor T.Y. and Shanghai restaurants Huang of Peking University • Ten Best Hot Pot Brand 2007-2010 • Cast study object and guest speakers for the top tier local business schools1. About ten cents in USDSource:,, 《Hai Di Lao: something you cannot learn》(China CITIC Press, 2011), secondary research, A.T. Kearney analysis A.T. Kearney xx/mm.yyyy/00000 11

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