The personalized service research and suggested development
strategy design in Haidilao
3. Theoretical Framework
Scientific theory can provide correct understanding and effective action
methods, guiding people to put forward the correct program of practical activities. Our
research applies the following three theories in terms of Haidilao ‘s personalized service.
3.1 Customer Satisfaction Theory
Oliver (1981, p.25) defines customer satisfaction as follows: “customer
satisfaction is the emotional response of customers to a specific transaction”. Howard
& Sheath (2003, p. 69) build on this definition, stating that it is a cognitive state of
whether customers can get enough compensation for the price they pay.
The domestic research on the influencing factors of diner satisfaction is
increasing year by year, and the research methods used are becoming more scientific.
