Table 2 IAA results at the wellness...

Table 2

IAA results at the wellness facility level

Wellness facility attributes	Penalty (p_i)	Reward (r_i)	RIOGS	DGP (%)	SGP (%)	IAI_i	Class
F1. Availability of information about the wellness offer	−0.171*	0.212**	0.383	−44.73	55.27	0.11	Hybrid
F2. Completeness of information about treatments/procedures	−0.959**	0.227**	1.185	−80.87	19.13	−0.62	Frustrator
F3. Adequate size of the center (swimming pool, sauna, relaxation zone, etc.)	−0.670**	0.157*	0.827	−81.03	18.97	−0.62	Frustrator
F4. Variety of equipment/contents	−0.221^ns	0.132^ns	0.353	−62.48	37.52	−0.25	–
F5. Quality of equipment	−0.786**	0.078^ns	0.864	−90.93	9.07	−0.82	Frustrator
F6. Cleanliness	−1.712**	0.009^ns	1.720	−99.49	0.51	−0.99	Frustrator
F7. Atmosphere	−0.181*	0.225*	0.406	−44.67	55.33	0.11	Hybrid
F8. Diversity of services/treatments offered	−0.256^ns	0.115^ns	0.371	−68.90	31.10	−0.38	–
F9. Quality of individual services and/or programs	0.011^ns	0.148*	0.138	7.77	107.77	1.16	delighter
F10. Innovativeness of offerings	−0.165*	0.014^ns	0.179	−92.22	7.78	−0.84	frustrator
FI11. Adaptation of the center to people with special needs	−0.125^ns	0.058^ns	0.184	−68.28	31.72	−0.37	–
F12. Staff professionalism	−0.352	0.003^ns	0.356	−99.12	0.88	−0.98	frustrator
F13. Staff politeness	−0.947**	0.209**	1.155	−81.95	18.05	−0.64	frustrator
F14. Punctuality of appointments	−1.195**	0.425**	1.620	−73.78	26.22	−0.48	dissatisfier

Wellness facility attributes	Penalty(p_i)	Reward(r_i)	RIOGS	DGP (%)	SGP (%)	IAI_i	Class
F1. Availability of information about the wellness offer	−0.171*	0.212**	0.383	−44.73	55.27	0.11	Hybrid
F2. Completeness of information about treatments/procedures	−0.959**	0.227**	1.185	−80.87	19.13	−0.62	Frustrator
F3. Adequate size of the center (swimming pool, sauna, relaxation zone, etc.)	−0.670**	0.157*	0.827	−81.03	18.97	−0.62	Frustrator
F4. Variety of equipment/contents	−0.221^ns	0.132^ns	0.353	−62.48	37.52	−0.25	–
F5. Quality of equipment	−0.786**	0.078^ns	0.864	−90.93	9.07	−0.82	Frustrator
F6. Cleanliness	−1.712**	0.009^ns	1.720	−99.49	0.51	−0.99	Frustrator
F7. Atmosphere	−0.181*	0.225*	0.406	−44.67	55.33	0.11	Hybrid
F8. Diversity of services/treatments offered	−0.256^ns	0.115^ns	0.371	−68.90	31.10	−0.38	–
F9. Quality of individual services and/or programs	0.011^ns	0.148*	0.138	7.77	107.77	1.16	delighter
F10. Innovativeness of offerings	−0.165*	0.014^ns	0.179	−92.22	7.78	−0.84	frustrator
FI11. Adaptation of the center to people with special needs	−0.125^ns	0.058^ns	0.184	−68.28	31.72	−0.37	–
F12. Staff professionalism	−0.352	0.003^ns	0.356	−99.12	0.88	−0.98	frustrator
F13. Staff politeness	−0.947**	0.209**	1.155	−81.95	18.05	−0.64	frustrator
F14. Punctuality of appointments	−1.195**	0.425**	1.620	−73.78	26.22	−0.48	dissatisfier

Notes:

Reward and penalty scores are unstandardized regression coefficients; dependent variable: global satisfaction with the wellness facility; **p < 0.01; *p < 0.1; ^nsnot significant; R² = 0.609

Source: Created by the authors

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