N	Attributes	Within (VS R)		Recovering (VS R)
		Importance-difference	Performance-difference	Importance-difference	Performance-difference
1	Service	0.214	0.061	0.187	0.031
2	Room	−0.075	−0.036	−0.022	−0.088
3	Breakfast	−0.183	−0.006	−0.109	−0.141
4	Location	−0.162	−0.012	−0.256	0.018
5	Environment	0.035	0.029	−0.012	−0.023
6	Facility	−0.005	−0.143	−0.006	−0.132
7	Front-desk	0.321	0.134	0.573	0.178
8	Staff	0.125	0.106	0.243	−0.010
9	Value	0.004	0.043	0.007	0.004
10	Transport	−0.050	−0.050	−0.320	0.135
11	Cleanliness	0.279	0.135	0.269	0.059
12	Bed	−0.328	0.056	−0.486	−0.089
13	Surroundings	−0.418	0.199	−0.383	0.165
14	Experience	0.342	0.071	0.445	−0.139
15	Price	−0.121	−0.057	−0.263	−0.024
16	Airport	−0.028	0.089	−0.454	0.058
17	Parking	−0.022	0.020	−0.162	−0.127
18	Lobby	0.102	0.007	0.055	0.153
19	Restaurant	0.128	−0.049	0.136	0.058
20	Decor	−0.136	0.151	0.045	−0.229

R: importance/performance of an attribute in reference dataset (January 21, 2019–June 2, 2019).

Within: importance/performance of an attribute during COVID-19 (January 21, 2020–April 13, 2020); Recovering: importance/performance of an attribute in the period of recovering from COVID-19 (April 14, 2020–June 2, 2020).

Difference weight was calculated according to the formula in Section 3.3.3.