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Artistic intervention, intellectual capital, and service innovation: a case study of a Taiwan’s hotel

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  • Jen-Son Cheng
  • Yong Xiang
  • Peter J. Sher
  • Chia-Wei Liu

Abstract

This study adopts the perspective of artistic intervention to argue that art is a catalyst. Interdisciplinary cooperation between artists and managers prompts artists to enter the corporate world, intervening in organizational routines and operations and thereby promoting service innovation. This paper, which also adopts the perspective of intellectual capital (IC), explores the characteristics of IC management through an in-depth case study of a successful art-focused Taiwanese hotel that has adopted long-term artistic intervention. The results show the importance of analyzing IC as a stock of resources. Hotel managers must emphasize the importance of managing the physical and the intangible resources, and both embedded in employees and processes of hotels. The relationship of a hotel with its external stakeholders and customers are particularly good sources for improving IC and promoting service innovation. This paper has management implications for the artistic interventions of the studied hotel and recommends future research directions.

Suggested Citation

  • Jen-Son Cheng & Yong Xiang & Peter J. Sher & Chia-Wei Liu, 2018. "Artistic intervention, intellectual capital, and service innovation: a case study of a Taiwan’s hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 169-201, March.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0342-9
    DOI: 10.1007/s11628-017-0342-9
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    References listed on IDEAS

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    Cited by:

    1. Thinh Gia Hoang & Ngan Tuyet Truong & Tam Minh Nguyen, 2021. "The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 209-229, June.
    2. Cindy Yunhsin Chou & Chin Hsiu Huang & Tzu-An Lin, 2018. "Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 663-684, December.

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