Post-covid service management: what can we learn from the tourism and travel sector?

Authors

  • Mariana de Freitas Coelho Universidade Federal de Viçosa
  • Verônica Feder Mayer Universidade Federal Fluminense

DOI:

https://doi.org/10.21171/ges.v14i39.3306

Keywords:

management of post-covid tourism services, process management, management of customer interactions, facilities and capacity management

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.

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Author Biographies

Mariana de Freitas Coelho, Universidade Federal de Viçosa

Professora Adjunta da Universidade Federal de Viçosa (UFV) do Departamento de Administração e Contabilidade. Pós Doutora em Hospitalidade pela Universidade Anhembi Morumbi. Doutora (2017) e Mestre (2013) em Administração Estratégica, Marketing e Inovação pelo CEPEAD, Universidade Federal de Minas Gerais (UFMG).  Membro da ABRATUR, Academia Internacional para o Desenvolvimento da Pesquisa em Turismo no Brasil. Possui interesse em temas como Marketing, Comportamento do Consumidor, Experiência, Turismo e Hospitalidade.

Verônica Feder Mayer, Universidade Federal Fluminense

Professora associada da Faculdade de Turismo e Hotelaria da Universidade Federal Fluminense (UFF). É bacharel em comunicação social e publicidade (UFF), possui MBA em Marketing e mestrado em Administração de Empresas pela Escola de Pós-Graduação em Negócios COPPEAD da Universidade Federal do Rio de Janeiro (UFRJ). Durante seu doutorado em Administração (COPPEAD / UFRJ) desenvolveu parte de sua pesquisa na Universidade de Illinois em Urbana-Champaign (EUA), onde estendeu seus estudos sobre comportamento do consumidor e economia comportamental.    Atualmente é vice-coordenadora do Mestrado em Turismo - PPGTUR/UFF, além de ser pesquisadora líder do LABCONS - Laboratório de Estudos Comportamentais no Turismo. Foi eleita em 2019 como vice-diretora da ABRATUR - Academia Internacional para o Desenvolvimento da Pesquisa em Turismo no Brasil para o biênio 2020/2021.  Áreas de pesquisa: Marketing, Consumo e Novas Tecnologias no Turismo; Economia Comportamental Aplicada ao Turismo; e Bem-Estar Subjetivo em Turismo e Hotelaria. 

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Published

2020-06-01

How to Cite

Coelho, M. de F., & Mayer, V. F. . (2020). Post-covid service management: what can we learn from the tourism and travel sector?. Management & Society Electronic Journal, 14(39), 3698–3706. https://doi.org/10.21171/ges.v14i39.3306

Issue

Vol. 14 No. 39 (2020): Special Issue COVID-19 (2020)

Section

Articles

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