Resiliência em serviços de alimentação e restaurantes em Manaus no período da pandemia de COVID-19

Abstract

The COVID-19 pandemic caused one of the most severe health and economic crises of the 21st century, strongly affecting the food service and restaurant sector in Manaus. This study aims to investigate the determinants and practices of organizational resilience adopted by establishments in this sector during the pandemic period. A quantitative, descriptive, and explanatory approach was adopted, using a survey applied to managers and owners of restaurants, snack bars, and coffee shops. Data collection was conducted through a structured questionnaire, analyzed using descriptive and inferential statistical techniques. The results indicate that factors such as adaptive leadership, technological innovation, social capital, and organizational learning were essential for maintaining operations and overcoming the challenges imposed by the crisis. It was also verified that service digitalization, process flexibility, and the strengthening of local supply networks significantly contributed to enhancing organizational resilience. The study concludes that the ability to adapt and the strategic use of information were decisive elements for business continuity in unstable contexts, providing insights to improve resilience management in the food service sector.