2015年，中國大陸的餐飲市場掀起了一個新的話題，該話題讓餐飲業者趨之若鶩學習甚至效仿，該話題的產生來自中國大陸有火鍋王美譽的＂海底撈連鎖火鍋集團＂。該集團結合電子支付，在主要城市的旗艦店將＂打賞＂，也就是我們中國人說的＂小費＂加入了原來的服務模式。
中國大陸餐飲市場隨著人民所得提高，消費能力越來越強的情況下，餐飲業者無不想盡辦法除了滿足客戶的味蕾外，還要想辦法把客戶滿意度做到最好，讓消費者覺得錢花的值得。＂海底撈＂成功地結合了電子支付的便利性以及＂隨經濟＂的隨緣‘隨時’隨處的消費者新行為模式， 在中國大陸餐飲市場成功的攫取了消費者的關注，間接為＂海底撈＂創造了一個業績成長的高峰。
本研究以”海底撈連鎖火鍋店”為例，應用新創事業的商業模式（Business Canvas)的九個要素，作為探討工具以探討＂海底撈＂實施打賞前與打賞後的經營模式，透過訪談調查法分別針對終端消費者‘經營管理階層以及被打賞的服務員做訪談。研究結果得知＂打賞＂對於服務業品質的提昇以及服務員對於獲得賞金的成就感確有差異，該結果對於＂海底撈＂打賞經營模式之發現可作為其他服務業之參考及對未來可行行動方向之建議。
期待本研究的結論能夠為台灣的餐飲業也能提供一些不同的經營想法，讓台灣餐飲業能夠再一次進行產業提升。

A tipping related topic went viral among catering service industry over Mainland China in year 2015 while most of major branding restaurants were triggered to learn and imitate as well. “Electronic Tipping”, this topic is created by Hai Di Lao Hotpot chain store, the King of Hotpot in Mainland China. In year 2015, they are 1st one among numerous restaurants who launched “Electronic Tipping via mobile phone” in its flagship stores in major cities across the country.
Due to the fact of growing GDP (Gross Domestic Product) and GNI (Gross National Income), along with growing of consumption power, not just provide delicious food but also to fulfill customer satisfaction has become a task for major branding restaurants.
In order to keep its leading advantage and catch up end customer’s behavior in further, by applying the theory of “Ubiquinomics”, Hai Di Lao, the king of Hotpot in Mainland China launched “Electronic Tipping via mobile phone” and has successfully captured end customer’s attention, follow by pushing the business performance to another high peak.
Take Hai Di Lao as case study, using 9 elements of Business Canvas as tool to study the business model before and after “Electronic Tipping” is launched, at same time, by visiting end customer, management level and staff respectively to record their observation. Finally, the result of study shows a significant difference before and after “Electronic Tipping” is launched specially the quality of service and employee’s job satisfaction.
We expect the result of case study can be a reference to the catering service industry in Taiwan and help them to upgrade themselves in further.

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網路參考來源
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