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001 BRILL9781849509978
003 nllekb
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007 cr un uuuua
008 101206s2010 xxk sb 000 0 eng d
020 _a9781849509978
_q(electronic book)
020 _z9781849509961
_q(print)
024 7 _a10.1163/9781849509978
_2DOI
035 _a(OCoLC)777816417
040 _aNL-LeKB
_cNL-LeKB
_erda
050 4 _aPE1128.A2
_bW35 2010eb
072 7 _aCJ
_2bicssc
072 7 _aEDU
_x029000
_2bisacsh
079 _aocn690021049
_zocn712995475
_zocn838073259
082 0 4 _a428.24
100 1 _aWalker, John.
245 1 0 _aService, satisfaction and climate :
_bperspectives on management in English language teaching /
_cby John Walker.
250 _a1st ed.
264 1 _aBingley, U.K. :
_bEmerald Group Publishing Limited,
_c2010.
300 _a1 online resource (ix, 271 pages)
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_2rdacarrier
490 1 _aInnovation and leadership in English language teaching,
_x2041-272X ;
_vv. 2
504 _aIncludes bibliographical references (p. 239-256).
505 0 0 _aPreliminary Material -- Chapter One: Elt as a Service -- Chapter Two: Elt Service and Student Satisfaction -- Chapter Three: Service Climate in Elt -- Chapter Four: Student Views of Elt Service -- Chapter Five: Student Satisfaction with English Language Teaching Center Service -- Chapter Six: Staff Perceptions of the Service Dimension in Elt -- Chapter Seven: Service Climate in English Language Teaching Centers: A Survey of Providers -- Chapter Eight: Are They as Satisfied as we think they are? Comparing Staff and Student Perceptions of ELTC Service Quality -- Chapter Nine: Finding an Identity: The Tertiary Manager’S view of ELT Work -- Chapter Ten: Service Operation Applications in ELT -- Chapter Eleven: Researching ELT Management -- Chapter Twelve: Issues and Implications for ELT Managers -- References -- Appendix 1. ELT Service Climate Questionnaire -- Appendix 2. English Language Teaching Center Student Satisfaction Survey.
506 _aAccess is restricted to users affiliated with licensed institutions.
506 _aAvailable to subscribing member institutions only.
520 _aService, Satisfaction and Climate: Perspectives on Management 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 provision has a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeks to 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 _aEnglish language
_xStudy and teaching
_xForeign speakers.
650 0 _aLanguage and languages
_xStudy and teaching.
776 0 8 _iPrint version:
_tService, Satisfaction and Climate: Perspectives on Management in English Language Teaching
_dLeiden, Boston : BRILL, 2010,
_z9781849509961
797 2 _aMellon Project.
797 2 _aebrary, Inc.
830 0 _aInnovation and Leadership in English Language Teaching
_v2.
830 0 _aLanguage and Linguistics Special E-Book Collection, 2007-2012, ISBN: 9789004248694.
856 4 _zDOI:
_uhttp://dx.doi.org/10.1163/9781849509978
999 _c13962
_d13962