Logo_Service & Tourism: Current Challenges_eng

Service Economy, Innovation and Experiences

Vol. 20 No. 2 (2026)

CHANGE MANAGEMENT IN TOURISM AND SERVICE IN THE ERA OF TRANSFORMATION WITH LIMITED RESOURCES ON THE EXAMPLE OF TOURISM SECTOR COMPANIES

DOI:
https://doi.org/10.22412/2414-9063-2026-20-2-135-148
Submitted
June 2, 2026
Published
May 13, 2026

Abstract

This article discusses the major challenges of managing organizational change in the era of transformation with limited resources. The relevance of the topic is due to the high external environment turbulence, which significantly affects the internal business processes of companies. The speed and number of these changes force companies to adapt without allocating significant budgets. We analyzed the main issues faced by management at all levels: staff resistance, lack of engagement, lack of clear communication, which entails the risks of project disruption. The use of intersectoral experience and the application of practices from related and non-related industries to solve the problems of tourism and service is particularly emphasized. The method of storytelling and in-depth interviews were used as the research methodology. They give a detailed analysis of multiple practical cases for implementing changes in large corporations and small businesses, including the experience of Yuzhuralzoloto Group of Companies, METRO Cash & Carry hypermarket chain and regional retail, the experience of international and Russian business. Tools for creating a manager’s image, which allow solving issues of effective communication and employee involvement through the creation of change teams, are considered. Principles of flexible methodologies (Agile, Scrum) and classical management models (CAPI of Yitzhak Adizes / model based on the balance of different leadership styles) are studied. It is concluded that the success of transformations does not depend on the funding amount, but on a strategic approach, environmental friendliness of implementation and efficient use of internal resources. The critical role of middle managers and the importance of honest two-way communication to reduce resistance and ensure sustainable development of the organization in conditions of uncertainty are emphasized. The authors demonstrate how the adaptation of technologies from the extractive industry and retail allows optimizing processes in the hospitality industry. The results of the study confirm that the replication of successful models from other sectors of the economy helps to minimize costs.

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