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Authors
Advisor(s)
Abstract(s)
Assistimos nos últimos dois anos a uma realidade mundial nunca antes
presenciada, provocada pelo novo coronavírus SARS-CoV-2 (COVID-19), que foi
declarado como pandemia em março de 2020, tendo provocado um impacto social e
económico que afetou diversos setores, principalmente, o turismo e hotelaria. Perante
um vírus em propagação como nunca antes visto, foram impostas limitações e restrições
nas deslocações de turistas e nas viagens internacionais, observando-se um decréscimo
no consumo turístico e o consequente encerramento de algumas organizações
pertencentes a este setor de atividade. Considerado um dos principais segmentos do
turismo e com expectativa de crescimento, o turismo de negócios tem um importante
impacto económico ao nível local e regional e representa um segmento com alto
potencial de desenvolvimento, tendo também sido um dos mais afetados pela pandemia.
A presente dissertação foca-se na análise da gestão de crise no passado, presente e futuro
da indústria do turismo de negócios na Península Ibérica. No desenvolvimento do estudo
optou-se por uma abordagem metodológica qualitativa, com base na realização de
entrevistas semiestruturadas a empresários do setor do turismo, em Portugal e em
Espanha. O objetivo geral da investigação consiste em avaliar o impacto da crise
provocada pela COVID-19 no turismo de negócios na Península Ibérica. Desta forma,
como objetivos específicos, o estudo pretende entender qual o impacte da pandemia
COVID-19 no turismo de negócios, identificar as práticas de gestão de crise e analisar as
medidas adotadas pelos profissionais do turismo em resposta à crise provocada pela
pandemia COVID-19.
Nas principais conclusões, é possível destacar, a alteração na realização dos
eventos como exposições, congressos, feiras e espetáculos, que tiveram que se adaptar
às novas políticas de distanciamento social, como a limitação de lugares, acabando por
ser cancelados, adiados ou transformados em eventos online, quando possível.
Em relação às principais mudanças provocadas pela COVID-19, devido a questões
sanitárias e de segurança, destacam-se as iniciativas das Entidades Regionais e do
Turismo de Portugal, incluindo o selo Clean & Safe, a implementação de medidas de
segurança, a adaptação de produtos e serviços, e ainda, o recurso às estratégias no meio digital. Relativamente, às práticas de gestão de crise adotadas pelos profissionais do turismo em
resposta à crise provocada pela pandemia COVID-19, a grande maioria dos entrevistados
referiu que a sua empresa ou organização não possuía um modelo de gestão de crise
estruturado, apresentando por vezes planos de ação reativos perante determinado
problema. Na gestão desta crise os entrevistados consideraram como medida
fundamental o apoio recebido por parte do Governo, além da comunicação entre as
partes interessadas, as estratégias de marketing e a resiliência.
In the last two years, we have witnessed a global reality never seen before, caused by the new coronavirus SARS-CoV-2 (COVID-19), which was declared a pandemic in March 2020, having had a social and economic impact that affected several sectors, mainly tourism and hospitality. Faced with a virus that is spreading like never before, limitations and restrictions were imposed on tourist movements and international travel, with a decrease in tourist consumption and the consequent closure of some organizations belonging to this sector of activity. Considered one of the main segments of tourism and expected to grow, business tourism has an important economic impact at the local and regional level and represents a tourism sector with high potential for development, having also been one of the sectors most affected by the pandemic. The present dissertation focuses on the analysis of crisis management in the past, present and future of the business tourism industry in the Iberian Peninsula. In developing the study, a qualitative methodological approach was chosen, based on semi-structured interviews with entrepreneurs in the tourism sector, in Portugal and Spain. The general objective of the investigation is to assess the impact of the crisis caused by COVID-19 on business tourism in the Iberian Peninsula. In this way, as specific objectives, the study intends to understand the impact of the COVID-19 pandemic on business tourism, identify crisis management practices and analyse the measures adopted by tourism professionals in response to the crisis caused by the COVID-19 pandemic. In the main conclusions, it is possible to highlight the change in the realization of events such as exhibitions, congresses, fairs and shows, which had to adapt to the new policies of social distance, such as the limitation of places, ending up being cancelled, postponed, or transformed into online events when possible. Regarding the main changes caused by COVID-19, due to health and safety issues, the initiatives of the Regional Entities and Turismo de Portugal, including the Clean & Safe seal, the implementation of safety measures, the adaptation of products and services, and the use of strategies in the digital environment. Regarding the crisis management practices adopted by tourism professionals in response to the crisis caused by the COVID-19 pandemic, most respondents said that their company or organization did not have a structured crisis management model, sometimes introducing reactive action plans in the case of a certain problem. In managing this crisis, interviewees considered the support received from the Government as a fundamental measure, in addition to communication between stakeholders, marketing strategies and resilience.
In the last two years, we have witnessed a global reality never seen before, caused by the new coronavirus SARS-CoV-2 (COVID-19), which was declared a pandemic in March 2020, having had a social and economic impact that affected several sectors, mainly tourism and hospitality. Faced with a virus that is spreading like never before, limitations and restrictions were imposed on tourist movements and international travel, with a decrease in tourist consumption and the consequent closure of some organizations belonging to this sector of activity. Considered one of the main segments of tourism and expected to grow, business tourism has an important economic impact at the local and regional level and represents a tourism sector with high potential for development, having also been one of the sectors most affected by the pandemic. The present dissertation focuses on the analysis of crisis management in the past, present and future of the business tourism industry in the Iberian Peninsula. In developing the study, a qualitative methodological approach was chosen, based on semi-structured interviews with entrepreneurs in the tourism sector, in Portugal and Spain. The general objective of the investigation is to assess the impact of the crisis caused by COVID-19 on business tourism in the Iberian Peninsula. In this way, as specific objectives, the study intends to understand the impact of the COVID-19 pandemic on business tourism, identify crisis management practices and analyse the measures adopted by tourism professionals in response to the crisis caused by the COVID-19 pandemic. In the main conclusions, it is possible to highlight the change in the realization of events such as exhibitions, congresses, fairs and shows, which had to adapt to the new policies of social distance, such as the limitation of places, ending up being cancelled, postponed, or transformed into online events when possible. Regarding the main changes caused by COVID-19, due to health and safety issues, the initiatives of the Regional Entities and Turismo de Portugal, including the Clean & Safe seal, the implementation of safety measures, the adaptation of products and services, and the use of strategies in the digital environment. Regarding the crisis management practices adopted by tourism professionals in response to the crisis caused by the COVID-19 pandemic, most respondents said that their company or organization did not have a structured crisis management model, sometimes introducing reactive action plans in the case of a certain problem. In managing this crisis, interviewees considered the support received from the Government as a fundamental measure, in addition to communication between stakeholders, marketing strategies and resilience.
Description
Dissertação de mestrado
Keywords
Turismo de negócios Gestão de crise Pandemia COVID-19 Península Ibérica Business tourism Crisis management Pandemic Iberian Peninsula