新生學校財團法人新生醫護管理專科學校圖書館 |

Service, satisfaction, and climate = perspectives on management in English language teaching /

紀錄類型:	書目-電子資源 : 單行本
正題名/作者:	Service, satisfaction, and climate/ edited by John Walker.
其他題名:	perspectives on management in English language teaching /
其他作者:	Walker, John,
出版者:	Bingley, U.K. :Emerald, : 2010.,
面頁冊數:	1 online resource (ix, 271 p.)
標題:	Language schools - Administration. - New Zealand -
電子資源:	http://www.emeraldinsight.com/2041-272X/2
ISBN:	9781849509978 (electronic bk.)

Service, satisfaction, and climate = perspectives on management in English language teaching /
Service, satisfaction, and climateperspectives on management in English language teaching /[electronic resource] :edited by John Walker. - Bingley, U.K. :Emerald,2010. - 1 online resource (ix, 271 p.) - Innovation and leadership in English language teaching,v. 22041-272X ;. - Innovation and leadership in English language teaching ;v. 1.

Includes bibliographical references.

ELT as a service / John Walker -- ELT service and student satisfaction / John Walker -- Service climate in ELT / John Walker -- Student views of ELT service / John Walker -- Student satisfaction with English language teaching center service / John Walker -- Staff perceptions of the service dimension in EL / John Walker -- Service climate in New Zealand English language teaching centers / John Walker -- Are they as satisfied as we think they are? : comparing staff and student perceptions ofELTC service quality / John Walker -- Finding an identity : the tertiary managers view of ELT work / John Walker -- Service operation applications in ELT / John Walker -- Researching ELT management /John Walker -- Issues and implications for ELT managers / John Walker.

Customer Service and Climate in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature. This omission is particularly noticeable, given that ELT has its own particular themes, problems, and issues. For instance, ELT is an educational service, yet exists within a commercial context. Its clients are from different cultural and linguistic backgrounds.In many ELT contexts, the cultural and linguistic backgrounds of the service providers are different from those of the clients. Thus, the service provisionhas a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeksto fill the gap through discussion of ELT as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers.

ISBN: 9781849509978 (electronic bk.)Subjects--Topical Terms:

333444
Language schools
--Administration.--New Zealand

LC Class. No.: PE1128.A2 / S47 2010

Dewey Class. No.: 428.24071

Universal Decimal Class. No.: 811.111

Service, satisfaction, and climate = perspectives on management in English language teaching /
LDR:03138nmm a2200337 a 4500 001 170750
003 OrBLW
005 20101029095316.0
006 d
007 un|||||||||
008 160302s2010 enk sb 000 0 eng d
020 $a 9781849509978 (electronic bk.)
035 $a 000774
040 $a UtOrBLW $c UtOrBLW
041 0 $a eng
043 $a u-nz---
050 4 $a PE1128.A2 $b S47 2010
072 7 $a EBA $2 bicssc
072 7 $a JNSV $2 bicssc
072 7 $a FOR007000 $2 bisacsh
072 7 $a EDU029000 $2 bisacsh
072 7 $a EDU018000 $2 bisacsh
080 $a 811.111
082 0 4 $a 428.24071 $2 22
245 0 0 $a Service, satisfaction, and climate $h [electronic resource] : $b perspectives on management in English language teaching / $c edited by John Walker.
260 $a Bingley, U.K. : $c 2010. $b Emerald,
300 $a 1 online resource (ix, 271 p.)
490 1 $a Innovation and leadership in English language teaching, $x 2041-272X ; $v v. 2
504 $a Includes bibliographical references.
505 0 $a ELT as a service / John Walker -- ELT service and student satisfaction / John Walker -- Service climate in ELT / John Walker -- Student views of ELT service / John Walker -- Student satisfaction with English language teaching center service / John Walker -- Staff perceptions of the service dimension in EL / John Walker -- Service climate in New Zealand English language teaching centers / John Walker -- Are they as satisfied as we think they are? : comparing staff and student perceptions ofELTC service quality / John Walker -- Finding an identity : the tertiary managers view of ELT work / John Walker -- Service operation applications in ELT / John Walker -- Researching ELT management /John Walker -- Issues and implications for ELT managers / John Walker.
520 $a Customer Service and Climate in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature. This omission is particularly noticeable, given that ELT has its own particular themes, problems, and issues. For instance, ELT is an educational service, yet exists within a commercial context. Its clients are from different cultural and linguistic backgrounds.In many ELT contexts, the cultural and linguistic backgrounds of the service providers are different from those of the clients. Thus, the service provisionhas a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeksto fill the gap through discussion of ELT as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers.
650 0 $a Language schools $z New Zealand $x Administration. $3 333444
650 0 $a English language $x Study and teaching $x Foreign speakers. $3 86728
650 7 $a Teaching of students with English as a second language (TESOL). $2 bicssc $3 333443
650 7 $a ELT: teaching theory & methods. $2 bicssc $3 333442
650 7 $a Education $x Language Experience Approach. $2 bisacsh $3 333441
650 7 $a Education $x Teaching Methods & Materials $x General. $2 bisacsh $3 332688
650 7 $a Foreign Language Study $x English as a Second Language. $2 bisacsh $3 333440
700 1 $a Walker, John, $c Dr. $3 333439
830 0 $a Innovation and leadership in English language teaching ; $v v. 1 $3 333428
856 4 0 $u http://www.emeraldinsight.com/2041-272X/2