Has COVID-19 Changed Consumers' Satisfiers and Dissatisfiers? Evidence from Online Reviews of 5-Star Hotels in Shanghai and Beijing

Many studies have analyzed the asymmetric relationship between hotel service quality attributes and satisfaction, and tried to find consumers' satisfiers and dissatisfiers, aiming at enhancing satisfaction more efficiently. However, the impact of COVID-19 has led to changes in consumers' expectations for hotel services, and the above findings might face invalidation. To date, we are still unknown whether consumers' satisfiers/dissatisfiers changed. This study fills this research gap by mining online reviews of five-star hotels from Shanghai and Beijing before and during the pandemic. The results found that the asymmetric categories of Sleep quality and Internet/Wi-Fi attributes have changed. Specifically, Sleep quality and Internet/Wi-Fi became dissatisfiers from hybrids, indicating that hoteliers only need to maintain their normal performance, and do not invest too many resources because they bring no satisfaction;attributes like Room, decoration, etc. remain hybrids. Additionally, we performed opinion extraction for the dissatisfier attributes to further understand what causes consumer dissatisfaction. The results contribute to the literature by shedding light on the pandemic's impacts on the asymmetric effects of service quality attributes. The cause analysis can help hoteliers develop specific measures to mitigate the adverse effects of COVID-19.

An Extended Model of In-Situ Trip Satisfaction Formation

Tourists'satisfaction with their trips has two elements: affective (emotional impressions) and cognitive (rational evaluations). The former often depends on the latter (which includes the intrapersonal, interpersonal, and contextual sub-elements). Trip satisfaction, nevertheless, is usually measured after the trip has finished. Thus, a lag effect may have certain impacts on the evaluations. In addition, the influences of the current COVID-19 pandemic on tourists'satisfaction, in general, and their emotions, in particular, have not yet been considered. The purpose of this study is to examine tourists' in-situ emotions by tracing their antecedents, including the above-mentioned factors and those beyond them. Using data collected from one young tourist sample (n = 298) in Vietnam, this study found that the intrapersonal element of "nonverbal communication skills,” the interpersonal element of "relationship satisfaction,” and the contextual elements of "destination attributes” and "symbolic values” were influencers of these tourists' positive emotions. The situational elements of "COVID-19 self-efficacy” and "COVID-19 fear” did not have positive impacts. Theoretical contributions to the literature, and practical implications for trip operators and tourists are discussed. ©Copyright IJHTS.

Supplier selection framework to evade pseudo-resilience and to achieve sustainability in supply chains

PurposeDue to increasing uncertainty in the global business scenario, research on supply chain resilience is gaining significance. The outbreak of the COVID-19 pandemic has accelerated and magnified the issues already pertaining in the supply chain thereby increasing the vulnerabilities in the network. This study attempts to build the concept of pseudo-resilience in supplier selection and evaluation for supply chain sustainability.Design/methodology/approachA combination of multi-criteria decision-making methods AHP and R is adopted, and an integrated method called Combined AHP–R method is used to identify and include the property of pseudo-resilience into supplier selection processes.FindingsThe authors identified various factors contributing to pseudo-resilience considering supplier selection process and found the most important attribute. Using the combined AHP–R method, the suppliers were evaluated, considering the attributes contributing to the pseudo-resilience of supply chains and best supplier was selected.Originality/valueTo the best of our knowledge, this is the first study addressing a supplier selection problem for sustainable supply chains, considering pseudo-resilience. Also, this is the first study to apply the AHP–R method for supplier selection in the resilience or sustainability context.

Risk Factors and Protective Factors of Internet Addiction in University Students during the Pandemic: Implications for Prevention and Treatment.

While the prevalence rates of Internet addiction (IA) amongst young people during the pandemic are disturbing, few studies have investigated the risk and protective factors of IA in Hong Kong university students under COVID-19. In this study, we examined the relationship between COVID-19-related stress and IA and the role of psychological morbidity and positive psychological attributes in the relationship. In summer 2022, 978 university students completed a survey assessing pandemic-related stress, psychological morbidity, and positive psychological attributes. While psychological morbidity was indexed by depression, post-traumatic stress disorder, and suicidal behavior, positive psychological attributes included life satisfaction, flourishing, adversity beliefs, emotional competence, resilience, and family functioning measures. Results showed that stress and psychological morbidity positively predicted IA, and psychological morbidity mediated the association between stress and IA. Positive psychological attributes negatively predicted stress and IA, and mediated the connection between stress and IA. Positive psychological attributes moderated the mediating effect of psychological morbidity on the relationship between stress and IA. In addition to theoretical contributions, this study contributes to IA prevention and treatment: reducing psychological morbidity and promoting positive psychological attributes are promising strategies to address IA issues in young people.

A novel fuzzy group decision making approach for buying a house in pandemic process

After the detection of the first official case diagnosed with COVID-19 on March 2020, the new package called as "Economic Stability Shield” have been implemented in Turkey to minimize the effects of the pandemic. As in all sectors, the epidemic caused various changes in the real estate sector. The demands of citizens who stayed in homes for a long time during the epidemic period have also changed when buying a house. This study aims to investigate the importance of selection criteria for buying a house criterion in the real estate sector and to determine the most suitable house of via a Multi-Criteria Decision Making (MCDM) approach. By integrating Fuzzy Analytic Hierarchy Process (FAHP) and Multi-Attribute Ideal Real Comparative Analysis (FMAIRCA), the assessment criteria of buying house and suitable houses are evaluated. While making this evaluation, the weights of the criteria are obtained by pairwise comparisons under fuzzy environment through collected from five households living in Konya. Next, the FMAIRCA method is used to rank the candidate houses according to the views of the households. As a result of the study, it has been determined that the criteria of eligibility for credit are the most important criteria. For the case study, we perform a comparative analysis on the performance of fuzzy TOPSIS and fuzzy VIKOR in buying a house. Our comparative analysis for this case study shows that the three fuzzy MCDM methods achieve the identical rankings. © 2023 Gazi Universitesi Muhendislik-Mimarlik. All rights reserved.

Competition in american social work education during times of COVID-19: a midwestern case study

Competition to attract students for enrollment in American social work degree programs is intense. Program attributes (e.g. minimum grade point average, maximum transfer credits permitted, institutional tuition rate, and rankings) distinguish social work education programs in the United States. Determining which program attributes appeal to potential students could help increase a program's competitiveness in a crowded education marketplace. The COVID-19 pandemic is further intensifying recruitment of students to BSW programs. This research used a case study approach to compare admission attributes of 21 bachelor of social work programs (BSW) offered at 11 public and 10 private institutions located in one state that could be viewed as representative of American BSW programs. This paper compared attributes that differentiated these undergraduate social work programs, while exploring the potential impact of the pandemic on BSW student recruitment. Implications for social work education are discussed, including lessons learned that may be helpful to BSW faculty and staff responsible for student recruitment activities and related operations. Social work education program administrators and faculty could use this information to review recruitment and application processes and raise awareness of the burgeoning influence of reputational ranking services.

The psychology of vacationers' hotel brand choice in a post-pandemic world

The present study investigated patrons' intricate psychological process for hotel brand choice and preference. This research uncovered hotel selection attributes in shaping brand loyalty through customer experience, brand trust, brand attachment, age, and gender in the post-pandemic world. This paper categorized hotel selection attributes into that vacationers appreciate in the domestic tourism context. The findings indicated the significant effect of hotel selection attributes on customer experience, which in turn affect brand preference. Also, the moderating effect of age was identified in the relationship between hotel selection attributes and customer experience. This research is among the first to revisit hotel selection attributes for domestic tourism amid the pandemic and the way to cultivate the loyalty toward a hotel brand.

Consumer Preferences and Segmentation of Consumers of Food Services in Poland-during Pandemic

The research aimed to explore preferences regarding the selection of collective consumption, with attention being given to the following three research constructs: the attractiveness of collective consumption, economic determinants for using the offer of food services, as well as social and cultural determinants for consumer behaviours on the food services market. The research was conducted through a direct channel, using a questionnaire prepared to this end. The research process, during which primary data was gathered, comprised the following three stages: qualitative research, quantitative pilot research and proper quantitative research. The proper quantitative research covered a representative random sample of 2,102 Poles aged above 18. The article presents the results of research carried out to examine preferences regarding the use of food services provided by restaurants and attempts to categorise consumers of food services into segments. Empirical material was gathered and analysed to identify five consumer segments. The data obtained not only supplements existing research by providing up-to-date pandemic-related information on changing preferences on the food services market and gives restaurant owners (restaurateurs) guidance on designing food product architecture for individual consumer segments, but also provides a starting point for research hypotheses that can be formulated in future scientific research.

Sustaining English Language Education with Social Networking Sites (SNSs): A Systematic Review

Mastery of the English language has always been major impediment to many educators and learners around the world. In this rapidly globalising world, social networking sites (SNSs) have risen to the top, especially during the unprecedented advent of the COVID-19 pandemic. Nevertheless, the review of SNSs regarding the English education field is scant, in spite of its significance for sustainability education. On that account, this systematic literature review highlights the potential benefits of using SNSs for educational practices. Using the preferred reporting items for systematic reviews and meta-analyses (PRISMA) statement, 23 articles from 2018 to 2022 were accessed from three databases, particularly Scopus, Web of Science (WoS), and Educational Resources Information Centre (ERIC). First, the reviewed articles manifest that Facebook is the most frequently used SNSs for English educational purposes. Second, the findings indicated that SNSs have shown a positive impact in enhancing English language competency and improving learning attributes. Third, this review addressed the challenges of using SNSs in the English education field. These findings inferred that there are still research gaps related to the use of SNSs in sustaining English language education. Substantially, this review is advantageous for prospective researchers in identifying the research gaps regarding the use of SNSs for English teaching and learning. © 2023 by the authors.

Consumer quality management for beverage food products: analyzing consumer' perceptions toward repurchase intention

Purpose: The research on consumerism has been dramatically rising in recent decades. However, in the food industry, little research has been empirically conducted in the beverage industry. This research empirically tests the consequences of consumer perceptions: perceived price (PPR), perceived quality (PQ), perceived packaging (PPG) and perceived taste (PT) on repurchase intention (RI) particularly;it unveils the consumer attributes, e.g. gender, age and ethnicity between consumer perceptions and RI of the consumers. Design/methodology/approach: The data were collected from 403 consumers of the beverage industry (e.g. Nestle, Mitchell's Fruit Farms, Murree Brewery and OMORE) in Pakistan. The researchers used online survey questionnaires followed by a cross-sectional approach because data collection physically was not possible due to COVID-19. Findings: Data were analyzed by Smart partial least square structural equation modeling (PLS-SEM) 3.3.3, and the results supported the significant influence of consumer perceptions separately, e.g. PPR, PQ, PPG and PT on RI. Additionally, gender, age and ethnicity were found to have a moderating role between consumer perceptions and RI, so, the truth of having consumer attributes has been revealed. Practical implications: The managers of beverage industries should provide ethical and operational strategies to tackle consumer's problems based on cultural norms. Furthermore, they should make sensible measures for the quality branding of the beverage products. In this way, the consumers will have a better experience of quality, price, taste and packaging, in turn, to RI. Originality/value: This research targeted the beverage industry that needs facts and figures based on consumer attributes, e.g. age, gender and ethnicity. This research also disclosed the behaviors of consumers according to their gender, age and area of residence. © 2023, Emerald Publishing Limited.

Agile Coping in the New Normal Post-COVID Career Space: Does Your Cognitive Orientation Matter?

With the onset of the global coronavirus disease 2019 (COVID-19) pandemic, what was once considered normal has forever been changed. The nature of people's work, jobs and careers has drastically changed to adapt to the now so-called "new normal” work environment. In order for employees to survive within and cope with the new normal employment context, rapid upskilling and agile flexible adaptation is essential. The pressure to continuously change and adapt to the drastic shifts impacts the well-being of employees. To constructively deal with the changes in the workplace as well as the complex interactions between individuals and their employment context, employees need to have career agility. Career well-being and career agility as agile coping attributes seem to be a consequence of individuals' cognitions about, and the affective behaviour flowing from, the individuals' work environment's interactional experiences. Several researchers have found that cognitive orientation influences individuals' ability to cope with stressful events, such as sudden changes. This chapter explores the influence of employees' cognitive orientation on agile coping attributes amidst the global COVID-19 pandemic. Based on these findings and recommendations, human resource (HR) practitioners and industrial psychologists can design and implement effective coping interventions that consider the unique and diverse cognitive orientations of a diverse workforce. © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2022.

(RE)CENTER BUSINESS IN DESTINATIONS: THE PERSPECTIVE OF TOURISM ENTREPRENEURS IN THE CENTER OF PORTUGAL AFTER COVID-19

After COVID-19, local and regional stakeholders need to generate conditions that will enable them to assert themselves in a climate of insecurity. The pandemic has triggered new paradigms of competitiveness, which drive various stakeholders linked to tourist destinations to stimulate business activity, supporting their economic viability. The key issue focuses not only on appeal to tourists, but also on attracting residents and businesses. Attracting innovative businesses involves knowing the motivations of entrepreneurs and what attributes they value in tourist destinations, which drives them to invest. To answer this objective, we developed a cross-sectional study, of exploratory nature, through a self- -administered survey by questionnaire, addressed to entrepreneurs in the Central Region of Portugal. Data were collected between January and May 2021, obtaining 138 responses. The questionnaire was submitted to reliability, and validation analyses and to principal component analysis (PCA). Matrices of variance and covariance (MANOVA) were analysed, aiming to test differences in responses between groups. The results suggest that ‘Resources' and the ‘Territorial brand' are determining factors in the investment of new businesses or the development of existing ones. In addition, conditions that influence the entrepreneurial initiative include the match between the entrepreneur's objectives and the characteristics of the territory, particularly the link between this and the identity of the region © Published under the terms and conditions of an Attribution-NonCommercial-NoDerivatives 4.0 International license.

A new tourism paradigm and changes in domestic tourism for married Koreans in their 30s and 40s

Due to the prolonged COVID-19 outbreak, more people are traveling domestically to relieve psychological fatigue. This study aimed to present a new tourism paradigm for the domestic tourism industry in Korea by identifying the changing tourism demand and patterns/preference of tourists due to COVID-19. Through comparative analysis of domestic travel before and after COVID-19, 632 samples were analysed using the 5W1H method. The results revealed the preferences of various tourism attributes such as travel companion, time, duration, distance, lodging facilities, and destination activity, which provided many practical implications for the tourism industry. The study results show that Korean families prefer shorter travel itineraries and destinations close to home after the COVID-19 pandemic. Preference for days of travel, accommodation, and major activities at destinations did not change, but were significantly affected. This study presents evidence that can provide a practical direction to the current situation thereby, enriching the extant tourism literature.

Supply chain management practices, retail outlets attributes and organisational performance: a case of organised food retailers in India

PurposeThe aim of this study is to examine the impact of supply chain management (SCM) practices and retail outlet attributes on the performance of organised food retailers in India during COVID-19 pandemic.Design/methodology/approachAuthors conducted empirical research with SCM practices and retail outlet attributes to evaluate the retailers' performance. The authors present the results from 321 valid responses from the Indian food retailers. The study used structured equation modeling to present the analysis and the results.FindingsThe findings of this study reveal that most of the SCM practices (i.e. information technology, level of information sharing, customer relationship, supplier relationship and goal congruence) have a positive impact on performance except the quality of information sharing. The results show that in the time of the pandemic, the retail outlet attributes (image, service quality and convenience) have no significant relationship with the food retailer's performance while SCM practices are necessary to achieve better performance of the food retailers.Research limitations/implicationsA proactive approach is needed from retailers at the time of pandemic situations to manage the supply chains. The retailers must be extra careful in screening the suppliers for the short and long run. The reason being that in the situation of pandemic, customers might be more demanding and hence, food retailers need to pay special attention to gain growth. It is also required that the policymakers should give importance to the implementation of these SCM practices to be positioned differently.Originality/valueThe research can be valued in terms of its original contribution towards companies in overcoming the disruption caused by COVID-19 to maintain a balance between demand and supply and proposes a completely new theoretical framework. The proposed theoretical model would add value to the existing literature to help the retailers in process of their performance improvement. The study has provided insights for retail organisations, suppliers and government departments to manage their SCs more effectively and efficiently during the pandemic.

Evaluation of Masked Face Recognition of FaceNet Implemented with Machine Learning Algorithms

In image processing, Convolutional Neural Network (CNN) is an important tool for isolating image attributes for using with applications such as facial recognition. According to an outbreak of COVID-19, wearing masks has made face recognition less effective since face details are covered. FaceNet platform is a face feature extraction that is commonly applied to classification applications. Those applications embed FaceNet platform with supervised learning machine learning types to classify the considered objected on the detected image. Recently, Reinforcement Learning (RL) has been used in many applications on both prediction and classification tasks. However, the learning efficiency of RL has not been implemented and evaluated on masked face recognition yet. Therefore, the efficiency of the supervised learning techniques, ANN, KNN and SVM, are also implemented with the FaceNet platform for masked face recognition and they are compared with FaceNet platform implemented with the RL. The simulation results showed that ANN is the most efficient technique and followed by RL, KNN and SVM. The difference in efficiency (F1-scroce) between RL and the neural network was only 2%, but RL took four times more training time. © 2022 IEEE.

A Questionnaire Survey of the Mental Health of Japanese Expatriates in China During the COVID-19 Epidemic in 2021

This study examined the impact of coronavirus disease 2019 (COVID-19) on Japanese expatriates living in China. The survey period was from March 30 to July 31, 2021;responses were received via an online survey. An online survey gathered responses from 236 participants about the impact of COVID-19 on their work and life. While 80% of the participants re-sponded that COVID-19 had impacted their work and life, 60% said that it had a physical or mental impact. Kruskal–Wallis test and Mann–Whitney U test were conducted to compare the effects of COVID-19 on job performance, including personal attributes. The impact of COVID-19 was associated with gender (p =.007), age (p =.010), occupation (p =.005), job title (p =.009), and living arrangements with or without a partner (p =.005). The impact was also correlated with age (p =.030), job position (p =.014), number of times the respondent had lived in Japan (p =.003), and number of years in Japan (p =.015). The most significant effect on mental and physical health was correlated with job position (p =.016). Thus, Japanese expatriates living in China were substantially affected by the COVID-19 epidemic;although, 60% of them said their region was easy to live in. Further, despite the Chinese government's strict isolation orders, they found the thorough testing and use of the coronavirus tracking app reassuring. This suggests the importance of providing not only mental care for expatriates during the COVID-19 epidemic but also prompt decision-making based on an accurate understanding of the local situation. © Fuji Technology Press Ltd.

Perinatal Transmission of SARS-CoV-2 Infection and Its Clinical Attributes: A Single-Center Study From Western Uttar Pradesh.

Background Globally, severe acute respiratory syndrome coronavirus 2 (SARS­CoV­2) has infected millions of people to date. The morbidity and mortality associated with SARS-CoV-2 are higher in diabetics than those with chronic kidney disease and in the elderly. In pregnant women, it causes an increased risk for preeclampsia/eclampsia, infections, intensive care unit (ICU) admission, maternal mortality, and preterm birth. In neonates, SARS­CoV­2 infection has been found to cause stillbirths, growth retardation, premature delivery, increased neonatal intensive care unit (NICU) admission, and need for oxygen support. The neonate can get infected by vertical or horizontal transmission. As most studies have focussed on transmission at the time of birth only, in this study, we explored both vertical and horizontal transmission along with the clinical attributes of those born to mothers with SARS­CoV­2 infection. Methodology A prospective observational study was conducted in the Department of Pediatrics of a tertiary care hospital over 12 months from October 2020 to October 2021. All reverse transcription-polymerase chain reaction (RT-PCR) SARS-CoV-2-positive pregnant females admitted to the facility during the study duration were included. The enrolled mothers were followed till delivery. The mothers and neonates were managed per standard guidelines. Delivery details and neonatal outcomes were recorded. Coronavirus disease 2019 sampling in newborn babies was done at birth (within 24 hours) using a nasopharyngeal swab sample for RTPCR along with cord blood for SARS-CoV-2 immunoglobulin M (IgM). Complete blood count, C-reactive protein, serum electrolytes, random blood sugar, and chest X-ray were obtained for all babies at birth and thereafter according to requirement. In those roomed in with their mother, RT-PCR was repeated at the time of discharge or if they became symptomatic. Results A total of 44 mother-neonate dyads were included in the study. Cord blood IgM for SARS­CoV­2 was negative for all neonates, while throat swab RT-PCR was positive for two (4.5%) neonates immediately after birth. Overall, 13.6% of the neonates were premature, 27.2% of the neonates had low birth weight (<2,500 g), and 6.8% had very low birth weight (<1,500 g). Among those admitted to the NICU, 18.2% had respiratory distress; 4.5% had fever, lethargy, and poor feeding; and hyperbilirubinemia requiring phototherapy was observed in 11.3% of the neonates. Moreover, 4.5% of the neonates had hypocalcemia on initial investigations. Mortality was seen in 2.2% (1/44) of the neonates. Rooming-in and breastfeeding were seen in 68.2% of the neonates. The horizontal transmission was seen in one (3.3%) roomed-in neonate. Conclusions Perinatal transmission of SARS­CoV­2 infection does occur but its rate is not significant. Furthermore, with proper infection prevention and control measures, the risk of perinatal transmission can be decreased. Breastfeeding and rooming-in do not increase infection transmission if the mother takes all precautions.

Herbs-derived phytochemicals - a boon for combating COVID-19.

The recent pandemic, the novel coronavirus (COVID-19), has put the whole world on alert with the threat of the virus that targets the human respiratory system. The disease has affected more than 633.6 million people globally and caused 6.5 million deaths since November 18, 2022. About 12.94 billion people are vaccinated as of November 18, 2022. Due to varied climatic conditions, SARS-CoV-2 has shown rapid mutation in recent years. Because of the lack of appropriate therapeutic drugs, inadequate diagnostic mechanisms, life-supporting medical facilities, and lack of awareness, the spread of SARS-CoV-2 has become severe. Thus, the most efficient strategy to control this disease is to follow preventive measures. However, treating SARS-CoV-2 cases in Wuhan using traditional Chinese herbs has set an example to show how traditional health can contribute to treating this novel virus. Medicinal herbs are known for their antimicrobial, antibacterial, antiviral, immunomodulatory, immunoadjuvant, and anti-inflammatory properties. These medicinal herbs are used during cooking and consumed regularly worldwide. In this view, medicinal herbs gained evident attention. These herbs can serve as a potential and economical remedy for combating the lethal effects of COVID-19. The present review highlights the phytochemicals and their mechanisms of action in preventing SARS-CoV-2. Supplementary Information: The online version contains supplementary material available at 10.1007/s42535-023-00601-9.

House purchase intention during pandemic COVID-19 in Surabaya, Indonesia

PurposeSince the COVID-19 occurred, large-scale social restriction (Pembatasan Sosial Berskala Besar-PSBB) has taken place, and that has led family members to carry out their activities at home. This condition impacts both directly and indirectly the intention of house purchase, as a result of lifestyle changes during the pandemic. A house now serves as a residence, office, as well as school. This study aims to determine the influences of physical attributes, neighborhood preferences, financial concerns, financial risk preferences, health risk preferences, and COVID anxiety towards house purchase intention.Design/methodology/approachThis associative study was carried out from February to May 2021 in the residents of Surabaya aged 20–34 years old as prospective first-home buyers, with relatives at risk of contracting COVID-19 (belong in the susceptible group or live with a family member who is prone to the COVID-19 virus, including having a comorbidity, elderly (= 60 years old), having a low immune system or autoimmune disease, obese). Data were gathered using online questionnaires from which 226 respondents were acquired. Data were analyzed using the PLS-SEM 3.0 technique.FindingsThe results showed that physical attributes, neighborhood preferences, financial concerns, financial risk preferences, and COVID anxiety significantly influence house purchase intention. Furthermore, neighborhood preferences, financial risk preferences, and COVID anxiety as moderating variables also significantly influence house purchase intention.Practical implicationsThis study was carried out in Surabaya as the second-largest city after Jakarta with the highest COVID-19 mortality rate, which is useful for exploring the lifestyle changes and property demand as a result of the pandemic;Developers gain a business opportunity by offering properties that are multifunction and health-oriented.Originality/valueThe COVID-19 pandemic becomes a trigger for a change in the property market that needs to be studied further.

The dynamics in asymmetric effects of multi-attributes on customer satisfaction: evidence from COVID-19

Purpose: This study aims to explore how the "new normal” induces the dynamics in the asymmetric relationship between service quality attributes and customer satisfaction. Design/methodology/approach: This study analyzes online reviews for hotels in New York City. The authors use multi-attribute models to examine how a situational factor – the COVID-19 outbreak – creates dynamics in the asymmetric effect of service quality attributes on customer satisfaction. Then, the authors examine the change in these dynamics over time after adjusting to the "new normal.” Findings: The COVID-19 pandemic has introduced dynamics into the asymmetrical relationship between hotel service attribute performances and customer satisfaction. The pandemic magnified the asymmetric influences of particular attributes on satisfaction in the hospitality industry. In addition, the findings indicate the changes in such dynamics over time. Practical implications: The findings emphasize that hotel managers should consider situational factors when understanding customer satisfaction. Particularly, this study suggests developing tailored strategies for responses during the COVID-19 pandemic. Hotel managers need to address changing customer expectations of service attributes to overcome unprecedented difficulties because of the limitations and new needs imposed during the pandemic. Originality/value: This study contributes to the hospitality literature with an understanding of the significance of situational factors in asymmetric analysis. © 2023, Emerald Publishing Limited.