Service, satisfaction, and climate (Record no. 506100)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03548nam a2200337Ia 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250930132824.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS | |
| fixed length control field | m d |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr un||||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 111223s2010 enka ob 000 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781849509978 (electronic bk.) |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] | |
| Level of rules in bibliographic description | 201112231859 |
| Level of effort used to assign nonsubject heading access points | ruzita |
| y | 12-23-2011 |
| z | ruzita |
| 043 ## - GEOGRAPHIC AREA CODE | |
| Geographic area code | u-nz--- |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (RLIN) | |
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) | PE1128.A2 |
| Local cutter number (OCLC) ; Book number/undivided call number, CALL (RLIN) | S47 2010 |
| 245 00 - TITLE STATEMENT | |
| Title | Service, satisfaction, and climate |
| Medium | [electronic resource] : |
| Remainder of title | perspectives on management in English language teaching / |
| Statement of responsibility, etc. | edited by John Walker. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Bingley, U.K. : |
| Name of publisher, distributor, etc. | Emerald, |
| Date of publication, distribution, etc. | 2010. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resource (ix, 271 p.) : |
| Other physical details | ill. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Innovation and leadership in English language teaching, |
| International Standard Serial Number | 2041-272X ; |
| Volume/sequential designation | v. 2 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Includes bibliographical references. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | ch. 1. ELT as a service / John Walker -- ch. 2. ELT service and student satisfaction / John Walker -- ch. 3. Service climate in ELT / John Walker -- ch. 4. Student views of ELT service / John Walker -- ch. 5. Student satisfaction with English language teaching center service / John Walker -- ch. 6. Staff perceptions of the service dimension in ELT / John Walker -- ch. 7. Service climate in English language teaching centers : a surveying of providers / John Walker -- ch. 8. Are they as satisfied as we think they are? : comparing staff and student perceptions of ELTC service quality / John Walker -- ch. 9. Finding an identity : the tertiary manager's view of ELT work / John Walker -- ch. 10. Service operation applications in ELT / John Walker -- ch. 11. Researching ELT management / John Walker -- ch. 12. Issues and implications for ELT managers / John Walker. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | 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 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 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | English language |
| General subdivision | Study and teaching |
| -- | Foreign speakers. |
| 9 (RLIN) | 59646 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Language schools |
| Geographic subdivision | New Zealand |
| General subdivision | Administration. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Walker, John. |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE | |
| Uniform title | Innovation and leadership in English language teaching ; |
| Volume/sequential designation | v. 2. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://eresourcesptsl.ukm.remotexs.co/login?url=http://www.emeraldinsight.com/2041-272X/2">https://eresourcesptsl.ukm.remotexs.co/login?url=http://www.emeraldinsight.com/2041-272X/2</a> |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b15219987 |
| b | 2022-04-06 |
| c | 2019-11-12 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Suppress in OPAC | No |
| Call number prefix | PE1128.A2 S47 2010 |
| 914 ## - VTLS Number | |
| VTLS Number | vtls003485425 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| Library | |
| Operator's initials, OID (RLIN) | 2011-10-12 |
| Cataloger's initials, CIN (RLIN) | m |
| Material Type (Sierra) | E-Book |
| Language | English |
| Country | |
| -- | 0 |
| -- | .b15219987 |
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