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(4) Institutional Work in Building Service Innovation
This study address a macro-level change phenomenon through the core concept in
institutional studies – institutional logics, defined as “the socially constructed, historical
patterns of material practices, assumptions, values, beliefs, and rules by which individuals
produce and reproduce their material subsistence, organize time and space, and provide
meaning for their social reality”. In particular, this study examines how strategic actors
change institutional logics based on the concept of “institutional work”, defined as “the
purposive action of individuals and organizations aimed at creating, maintaining, and
disrupting institutions”. An in-depth case study was conducted to examine ITRI, a Taiwan-
based agency, which has successfully promoted the new institutional logics of service
innovation. Three types of institutional work were identified. The first is identity work in
which ITRI engaged in defining the problem, developing an agenda, and restructuring
organization positions. The second is professional work in which ITRI networked with
professional communities, promoted foresights, and cultivated blueprints.
The third type of institutional work is discourse work in which ITRI developed
motivating stories, tropes, and pedagogies to promote service innovation.
(5) Academia-Industry Collaboration: Reflections on a Case Study and its Research Process
through the Integration of Teaching, Research, and Service
Academic research rarely examines the practical phenomena associated with academia-
industry collaborations, despite the fact that such research is the most likely to integrate the
values associated with teaching, research, and service activities. Taking a value co-creation
perspective, this study attempts to explore how business school faculty members can conduct
academia-industry cooperative research programs from real phenomena. This study also
discusses how faculty members might effectively integrate teaching, research, and service
activities in order to generate synergies between industry and academia. Reflections from the
taxi research program are discussed on how academic professionals might achieve a balance
between three key roles: a teachers, researchers, and service providers.
(6) A Study of the Self-Recovery Behavior of Prospects to the Provider
’
s Service
Encounter Failure in the Luxury Goods Industry
This study explores why most prospects will stick to the same brand even after
experiencing service encounter failure from the brand’s service provider in the luxury goods