Influence of the psychosocial environment on the adequacy of the services offered by hotels to contribute to the resilience of the tourism sector in the face of the crisis caused by the COVID-19 pandemic.

Abstract

The objective is to propose a model of services offered by hotels, integrated as a personalized package, adapted to the conditions of their psychosocial environment, promoting the resilience of the tourism sector in the face of the crisis caused by the COVID 19 pandemic. Result of an investigation, in which post-positivist paradigm, which by consulting experts complemented with benchmarking, obtained information to configure the packages, define the functional and administrative space infrastructure of the hotel, integrating the components of the value chain of the tourism business. The model allows its adaptation to the conditions of the specific psychosocial environment of the tourist destination, type of tourist and origin. It serves as a reference for the training and formation of competences in the affective domain of the hotel staff.