Haidilao’s Crisis Management: Threats, Opportunities and Corporate Values
Haidilao’s Crisis Management: Threats, Opportunities and Corporate Values
复制标题
海底捞的危机管理：威胁、机遇与企业价值
DOI：
10.1007/978-981-13-2706-3_10
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发表时间：
2019
期刊：
影响因子：
--
通讯作者：
S. Zheng
中科院分区：
文献类型：
--
作者：
Chengli Shu;S. Zheng
四川海底捞餐饮有限公司海底捞是中国市场领先的火锅公司，本案例描述了海底捞如何在2017年8月下旬解决厨房卫生危机。海底捞以非凡的客户服务而闻名，这使其成为餐饮业的传奇。该公司一直是大量组织的典范，这些组织遵循其方法并学会了如何微调客户服务。然而，《法制晚报》发布的一则爆料打破了海底捞的神话，将海底捞从神坛上拉了下来。这则新闻还配有在线视频，显示老鼠在其一家餐厅的厨房里跑来跑去;簸箕和餐具在同一个水槽里洗;顾客用的勺子被用来疏通水管。这一消息，立刻引起了众人的关注。几个小时后，海底捞发布了一封道歉信，解释了它将如何解决这些问题。在最初的声明发布后不久，海底捞又发布了补充公告，进一步详细提供问题的解决方案。这些声明引发了关于卫生问题的更激烈的在线讨论。一些人认为海底捞在危机管理方面做得很好，而另一些人则认为该公司对问题的回应是不可接受的。随着事态的发展，网友们对海底捞的态度不断发生变化。
Sichuan Haidilao Catering Co., Ltd. (Haidilao) is the leading hot-pot company in the Chinese market, and this case depicts how it addressed a kitchen hygiene crisis in late August 2017. Haidilao is famous for the extraordinary customer service that has made it a legend in the catering industry. The company has been the exemplar for a large number of organizations that have followed its approach and learned how to fine-tune customer service. However, theLegal Evening Newsreleased a breaking story that deflated the legend and dragged Haidilao down from its pedestal. The news, accompanied by online videos, revealed mice running around in the kitchen of one of its restaurants; dustpans and tableware being washed in the same sink; and spoons for customer use being used to unclog plumbing. This news immediately caught the public’s attention. Within several hours, Haidilao issued an apology letter that explained how it would address the problems. Shortly after the initial statement, Haidilao issued additional announcements to further provide solutions to the problems in detail. These announcements triggered still more severe online discussions about the hygiene issues. Some people thought Haidilao handled the crisis management well, while others argued that the company’s response to the problems was unacceptable. As the situation evolved, netizens’ attitudes toward Haidilao constantly changed.