Managing restaurants during the COVID-19 crisis: Innovating to survive and prosper

This research examines the experiences of small- and medium-sized enterprise (SME) owners in the food service sector during the COVID-19 crisis. We collected authentic opinion through semi-structured interviews with restaurant owners in the Outaouais region (Quebec, Canada). Qualitative analysis of the interviews revealed that restaurant owners suffered from several issues: stress, shortage of employees, financial losses, liquidity problems, closures, reopenings, and difficulties in adapting to change. To overcome this crisis, entrepreneurs had to demonstrate resilience, innovation, and strategic management. Meanwhile, through its assistance programs, the government greatly supported entrepreneurs. While Canadian federal programs performed well, the Quebec government's support remained limited. We suggest that public administrators and program evaluators should address the shortcomings raised in this research. Lastly, this study contributes to the literature by providing a new perspective on the strategic management of SMEs during crisis and new managerial insights. Furthermore, we provide new perspectives on inclusive policy and program design during crisis.