Gestão de serviços pós-covid: o que se pode aprender com o setor de turismo e viagens?

Abstract

Tourism is highly affected by the pandemic and requires changes with great agility. This paper aims to reflect on what we can learn from tourism businesses’ management, by presenting some of the main themes which associate the impacts of Covid-19 with tourism management. Two complementary methodological approaches are used: a) a bibliographic research of academic papers on Covid-19 and tourism; b) a systematic collection of reports, articles from industry experts, and documents from professional associations. We analyzed these materials through a content analysis supported by the Nvivo software. Four major dimensions emerged on the management of post-covid tourism services: process management, facilities, and capacity management, human resources management, and the management of customer interactions. These themes can be explored in future research as a way to clarify business management in general, and tourism business in particular.