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Evolução da atividade das empresas turísticas de São Miguel no seguimento da pandemia
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Abstract(s)
A indústria do turismo representa um papel crucial na economia de muitas regiões, incluindo a ilha de São Miguel, nos Açores. No entanto, a pandemia da COVID-19 trouxe desafios significativos para os empreendimentos turísticos da Ilha, exigindo adaptações e inovações para sobreviver e prosperar num ambiente em constante evolução. Esta dissertação investiga a evolução desses empreendimentos turísticos, analisando como quatro casos representativos responderam aos desafios da pandemia e que estratégias
adotaram para melhorar a experiência do cliente.
Os quatro casos estudados nesta pesquisa incluem uma variedade de empreendimentos, desde hotéis de diferentes classificações até um grupo de Alojamento Local e um Hostel, cada um enfrentando desafios e oportunidades únicas no cenário póspandemia. A pesquisa visa contribuir para uma compreensão mais profunda das mudanças no setor turístico em São Miguel e como os empreendimentos se adaptaram no
sentido de atender às novas expectativas dos consumidores, garantindo a sua sustentabilidade a longo prazo.
A pesquisa envolveu estudos de caso em quatro empresas de turismo de São Miguel, destacando diferentes estratégias para enfrentar a pandemia. Algumas empresas focaram-se na melhoria da experiência digital do cliente, enquanto outras enfatizaram a otimização de processos e a qualidade do serviço. As respostas variaram de acordo com as necessidades e os objetivos específicos de cada empresa.
Os resultados revelam que a pandemia causou uma série de mudanças nas operações e práticas das empresas, forçando adaptações para garantir a segurança de clientes e funcionários. O foco na saúde e na segurança mostrou-se fundamental durante este período incerto, e as empresas procuraram atender às expectativas dos clientes.
Em resumo, a pesquisa ilustra a resiliência e a adaptabilidade das empresas de turismo em face de circunstâncias extraordinárias. A pandemia provocou mudanças significativas, mas também gerou inovações e estratégias criativas para atender às novas realidades do setor turístico.
ABSTRACT: The tourism industry plays a crucial role in the economy of many regions, including the island of São Miguel, in the Azores. However, the COVID-19 pandemic has brought significant challenges to the island's tourism businesses, requiring adaptations and innovations to survive and thrive in a constantly evolving environment. This dissertation investigates the evolution of these tourist enterprises, analyzing how four representative cases responded to the challenges of the pandemic and what strategies they adopted to improve the customer experience. The four cases studied in this research include a variety of enterprises, from hotels of different classifications to a Local Accommodation group and a Hostel, each facing unique challenges and opportunities in the post-pandemic scenario. The research aims to contribute to a deeper understanding of changes in the tourism sector in São Miguel and how businesses have adapted to meet new consumer expectations, ensuring their longterm sustainability. The research involved case studies in four tourism companies in São Miguel, highlighting different strategies to face the pandemic. Some companies focused on improving the digital customer experience, while others emphasized process optimization and service quality. The answers varied according to the specific needs and objectives of each company. The results reveal that the pandemic caused a series of changes in companies' operations and practices, forcing adaptations to ensure the safety of customers and employees. A focus on health and safety remained key during this uncertain period, and companies sought to meet customer expectations. In summary, the research illustrates the resilience and adaptability of tourism companies in the face of extraordinary circumstances. The pandemic caused significant changes, but also encouraged innovations and creative strategies to meet the new realities of the tourism sector.
ABSTRACT: The tourism industry plays a crucial role in the economy of many regions, including the island of São Miguel, in the Azores. However, the COVID-19 pandemic has brought significant challenges to the island's tourism businesses, requiring adaptations and innovations to survive and thrive in a constantly evolving environment. This dissertation investigates the evolution of these tourist enterprises, analyzing how four representative cases responded to the challenges of the pandemic and what strategies they adopted to improve the customer experience. The four cases studied in this research include a variety of enterprises, from hotels of different classifications to a Local Accommodation group and a Hostel, each facing unique challenges and opportunities in the post-pandemic scenario. The research aims to contribute to a deeper understanding of changes in the tourism sector in São Miguel and how businesses have adapted to meet new consumer expectations, ensuring their longterm sustainability. The research involved case studies in four tourism companies in São Miguel, highlighting different strategies to face the pandemic. Some companies focused on improving the digital customer experience, while others emphasized process optimization and service quality. The answers varied according to the specific needs and objectives of each company. The results reveal that the pandemic caused a series of changes in companies' operations and practices, forcing adaptations to ensure the safety of customers and employees. A focus on health and safety remained key during this uncertain period, and companies sought to meet customer expectations. In summary, the research illustrates the resilience and adaptability of tourism companies in the face of extraordinary circumstances. The pandemic caused significant changes, but also encouraged innovations and creative strategies to meet the new realities of the tourism sector.
Description
Dissertação de Mestrado, Ciências Económicas e Empresariais, 29 de janeiro de 2024, Universidade dos Açores.
Keywords
Turismo COVID-19 Estratégia Pandemia São Miguel Island (Azores)
Citation
Pedro, Sónia Pacheco. (2023). "Evolução da atividade das empresas turísticas de São Miguel no seguimento da pandemia". 76 p. (Dissertação de Mestrado em Ciências Económicas e Empresariais). Ponta Delgada: Universidade dos Açores, 2023. Disponível em http://hdl.handle.net/10400.3/7046