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A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE
SATISFACTION IN THE HOSPITALITY INDUSTRY
By
Ksenia Novikova
B.S., Voronezh State University, 2006
A Thesis
Submitted in Partial Fulfillment of the Requirements for the
Master of Science in Recreation Degree.
Department of Health Education and Recreation
In the Graduate School
Southern Illinois University Carbondale
May 2009
UMI Number: 1464981
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THESIS APROVAL
A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE
SATISFACTION IN THE HOSPITALITY INDUSTRY
By
Ksenia Novikova
A Thesis Submitted in Partial
Fulfillment of the Requirements
for the Degree of
Master of Science
in the field of Recreation
Approved by:
Dr. Regina B. Glover, Chair
Dr. Marjorie Malkin
Dr. T.C. Girard
Graduate School
Southern Illinois University Carbondale
January 28, 2009
AN ABSTRACT OF THE THESIS OF
Ksenia Novikova, for the Master’s of Science degree in Recreation Resource Administration,
presented on 28 January 2009, at Southern Illinois University Carbondale.
TITLE: A STUDY OF...