Innovación en servicios en Colombia: efectos y respuestas ante la crisis de la Covid-19
Palabras clave:
Crisis económica, Covid-19, oportunidades de innovación, sector servicios
Resumen
La crisis de la Covid-19 ha afectado significativamente al sector servicios en Colombia, impactando ingresos, liquidez y modelos de negocio. Este artículo tiene como objetivo analizar efectos, respuestas y oportunidades de innovación en tres subsectores: cooperativas financieras, juegos de azar y tiendas minoristas de mascotas. El estudio emplea una metodología de casos múltiples, utilizando un muestreo por conveniencia de empresas de diferentes subsectores en Colombia. Se aplicaron entrevistas semiestructuradas y los datos fueron procesados con Atlas TI para analizar los efectos, respuestas y oportunidades de innovación durante la crisis de la Covid-19. Las respuestas ante la crisis se centran en facilitar procesos a clientes, ofrecer servicios a domicilio y digitales, y solicitar asistencia gubernamental. El estudio revela que, aunque la crisis de la Covid-19 generó serios desafíos financieros en los subsectores de servicios en Colombia, también impulsó una rápida adopción de innovaciones digitales y transformación organizativa en el sector de servicios, abriendo una oportunidad significativa para la implementación de tecnologías de la industria 4.0.
Citas
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Bartsch, S., Weber, E., Buttgen, M., & Huber, A. (2020). Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic. Journal of Service Management, ahead-of-p(ahead-of-print). https://doi.org/10.1108/JOSM-05-2020-0160
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Chen, J., Huang, J., Su, W., Streimikien, D., & Balezentis, T. (2021). The challenges of COVID-19 control policies for sustainable development of business: Evidence from service industries. Technology in Society Journal, 66, 101643. https://doi.org/10.1016/j.techsoc.2021.101643
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Gregoire, D. A., & Shepherd, D. A. (2012). Technology-market combinations and the identification of entrepreneurial opportunities: An investigation of the opportunity-individual nexus. Academy of Management Journal, 55(4), 753–785. https://doi.org/10.5465/amj.2011.0126
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Gunay, S., & Kurtulmus, B. E. (2021). COVID-19 social distancing and the US service sector: What do we learn? Research in International Business and Finance, 56, 101361. https://doi.org/10.1016/j.ribaf.2020.101361
Håkansson, A. (2020). Impact of COVID-19 on Online Gambling – A General Population Survey During the Pandemic. Frontiers in Psychology, 11, 1–8. https://doi.org/10.3389/fpsyg.2020.568543
Håkansson, A., Sundvall, A., & Lyckberg, A. (2022). Effects of a National Preventive Intervention Against Potential COVID-19-Related Gambling Problems in Online Gamblers: Self-Report Survey Study. JMIR Formative Research, 6(3). https://doi.org/10.2196/33066
Hall, M. C., Prayag, G., Fieger, P., & Dyason, D. (2020). Beyond panic buying: consumption displacement and COVID-19 buying. Journal of Service Management, ahead-of-p(ahead-of-print). https://doi.org/10.1108/JOSM-05-2020-0151
Hernández Rincón, E. H., Pimentel González, J. P., Aramendiz Narváez, M. F., Araujo Tabares, R. A., & Roa González, J. M. (2021). Description and analysis of primary care-based COVID-19 interventions in Colombia. Medwave, 21(3). https://doi.org/10.5867/medwave.2021.03.8147
Lee, S., & Ham, S. (2021). Food service industry in the era of COVID-19: trends and research implications. Nutrition Research and Practice, 15(Suppl 1), 22–31. https://doi.org/10.4162/nrp.2021.15.S1.S22
Lopez, E., Flecha-Ortiz, J. A., Santos-Corrada, M., & Dones, V. (2024). The role of organizational resilience in SME service innovation and value cocreation. Journal of Services Marketing, 38(4), 443–459. https://doi.org/10.1108/JSM-03-2023-0081
Maciaszczyk, M., Kocot, D., & Rzepka, A. (2023). Impact of COVID-19 on consumer behavior. In Business Impacts of COVID-19: International Business, Crisis Management, and the Global Economy (pp. 16–27). Taylor and Francis. https://doi.org/10.4324/9781003368687-2
Malik, M. J., Ahmad, M., Kamran, M. R., Aliza, K., & Elahi, M. Z. (2020). Student use of social media, academic performance, and creativity: the mediating role of intrinsic motivation. Interactive Technology and Smart Education, 17(4), 403–415. https://doi.org/10.1108/itse-01-2020-0005
Marciniak, R. (2020). Impact of Industry 4.0 technologies for Business Services in Hungary. In S. Drezgić, S. Žiković, & M. Tomljanović (Eds.), Smart Governments, Regions and Cities (pp. 329–346). University of Rijeka - Faculty of Economics and Business.
Marquez, D. R., Agnew, J., Barnett, D. J., Davis, M. F., & Dalton, K. R. (2023). Assessing US Small Animal Veterinary Clinic Adaptations and Their Impacts on Workforce COVID-19 Preparedness and Response. Health Security, 21(6), 450–458. https://doi.org/10.1089/hs.2023.0041
Merrien, A.-M., Charbonneau, J., Jankovic, I., Novkovic, S., Duguid, F., Guillotte, C.-A., & Fouquet, É. (2023). Social Resources and Cooperative Resilience: Findings from the Canadian Cooperative Sector During the COVID-19 Pandemic. Journal of Entrepreneurial and Organizational Diversity, 12(2), 56–72. https://doi.org/10.5947/JEOD.2023.010
Miela, R. J., Cubała, W. J., Jakuszkowiak-Wojten, K., & Mazurkiewicz, D. W. (2021). Gambling behaviours and treatment uptake among vulnerable populations during COVID-19 crisis. Journal of Gambling Issues, 48, 233–252. https://doi.org/10.4309/JGI.2021.48.13
Ministerio de Comercio Industria y Turismo. (2021). Perfiles económicos y comerciales: Contexto macroeconómico de Colombia. https://www.mincit.gov.co/getattachment/1c8db89b-efed-46ec-b2a1-56513399bd09/Colombia.aspx
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Publicado
2025-01-30
Cómo citar
Londoño-Pineda, A. A., & Cano, J. A. (2025). Innovación en servicios en Colombia: efectos y respuestas ante la crisis de la Covid-19. Revista Venezolana De Gerencia, 30(109), 91-105. https://doi.org/10.52080/rvgluz.30.109.7
Número
Sección
EN LA MIRA: Emprendimiento e innovación
Esta obra está bajo licencia internacional Creative Commons Reconocimiento-NoComercial-CompartirIgual 4.0.
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