1.海底捞概况..............................................3
1.1企业简介.............................................4
1.2经营模式.............................................5
1.3发展历程.............................................6
2.海底捞服务特色分析......................................7
2.1服务理念.............................................8
2.2服务流程............................................10
2.3员工服务态度与技能..................................12
3.海底捞的供应链管理.....................................13
3.1食材供应链..........................................14
3.2物流配送............................................15
3.3库存管理............................................17
4.海底捞市场营销策略.....................................19
4.1品牌建设............................................20
4.2营销渠道............................................21
4.3顾客关系管理........................................23
5.海底捞管理模式.........................................24
5.1组织结构............................................25
5.2人事管理............................................27
5.3培训体系............................................28
6.海底捞的财务分析.......................................29
6.1财务状况............................................30
6.2盈利模式............................................31
6.3风险管理............................................32
7.海底捞的社会责任与可持续发展...........................34
7.1社会责任实践........................................35
7.2可持续性发展........................................36
7.3绿色餐饮............................................37
8.海底捞面临的挑战与机遇.................................38
8.1行业竞争............................................40
8.2经济影响............................................42
8.3全球化趋势..........................................43
9.海底捞的未来发展方向...................................44
9.1产品创新............................................46
9.2服务升级............................................47