In search of survival : The impacts of the covid-19 pandemic on the hotel and restaurant sector

Author / Creator

TOUR 2021 (2021)

Conferences

TOUR 2021 Posters (2021)

Available as

Online

Summary

The covid-19 pandemic has generated an unprecedented crisis that has challenged the restaurants and hotels industry. In Brazil, these sectors are still overcoming the challenges through competitive...

The covid-19 pandemic has generated an unprecedented crisis that has challenged the restaurants and hotels industry. In Brazil, these sectors are still overcoming the challenges through competitive advantage strategies. In this regard, this research intends to answer the following problem: What's the perception of restaurant and hotels employees about the competitive advantage strategies applied by organizations during the pandemic crisis? The main objective of the research is to analyze through the application of online surveys the perception of employees about the aspects that provide competitive advantage and survival of the businesses in the previously mentioned sectors during the crisis generated by the COVID-19 pandemic. The propositions are: (P1) Considering the COVID-19 pandemic crisis scenario, stakeholders in the hotel and restaurant sector presented competitive advantage factors; (P2) the COVID-19 pandemic threatened the survival of businesses operating in the restaurant and hotel sector. This study uses a mixed-methods approach. In the first stage, the authors used relevant bibliography about hospitality to do the literature review, afterward semi-structured interviews were employed using the snowball technique to contemplate professional aspects and the services routines of these organizations. The interviews with hotel and restaurants managers showed aspects such as the influence of the pandemic on the services routine and the relationship with their stakeholders. The results showed that both sectors tried to apply innovative measures to deal with the crisis. The moment brought the businesses closer to their stakeholders, forming partnerships. The interviews express similarities between the sectors regarding the challenges experienced concerning sales reduction, employee dismissal, and strict safety and hygiene protocols to demonstrate credibility to customers. The research shows a gap in knowledge from the employee's point of view, justifying this research follow up to a quantitative stage applied to employees of hotels and restaurants.

Show More