Despina Saltouridou

• I. POULIOS
• P. KLOUTSINIOTIS
• M. TONAOGLOU

The doctoral thesis explores wellness tourism through the lens of sustainable development, with particular emphasis on inclusion and Quality Management. The aim is to investigate how service quality, the design of the wellness experience, and service delivery practices within hotel settings influence the equal participation of all guests in wellness services and activities. 
Particular attention is given to accessibility, and more specifically to invisible disabilities, namely conditions that are not immediately apparent but significantly affect an individual’s experience and their ability to participate in the hotel environment with safety, autonomy, and comfort. These disabilities include, among others, chronic health conditions, cognitive and neurodevelopmental difficulties, mental health conditions, and other forms of functional limitation that are often not identified in time or are not adequately taken into account in the design and delivery of services. 
The research highlights that invisible disabilities remain one of the least explored dimensions of accessibility in wellness tourism, despite their significant impact on service quality, the sense of acceptance, perceived safety, and the overall guest experience. At the same time, the study examines the role of information provision, staff training, and the application of Quality Management principles in shaping more inclusive and sustainable practices in hotel wellness settings. Through this approach, the thesis seeks to contribute both to the theoretical understanding and to the development of practical proposals for the design and delivery of wellness services that respond to a broader and more diverse range of needs.