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

Record Type:	Electronic resources : Monograph/item
Title/Author:	Service, satisfaction, and climate/ edited by John Walker.
Reminder of title:	perspectives on management in English language teaching /
other author:	Walker, John,
Published:	Bingley, U.K. :Emerald, : 2010.,
Description:	1 online resource (ix, 271 p.)
Subject:	Language schools - Administration. - New Zealand -
Online resource:	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 /
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