000			03548nam a2200337Ia 4500
005			20250930132824.0
006			m d
007			cr un|||||||||
008			111223s2010 enka ob 000 0 eng d
020			_a9781849509978 (electronic bk.)
039		9	_a201112231859 _bruzita _y12-23-2011 _zruzita
043			_au-nz---
090			_aPE1128.A2 _bS47 2010
245	0	0	_aService, satisfaction, and climate _h[electronic resource] : _bperspectives on management in English language teaching / _cedited by John Walker.
260			_aBingley, U.K. : _bEmerald, _c2010.
300			_a1 online resource (ix, 271 p.) : _bill.
490	1		_aInnovation and leadership in English language teaching, _x2041-272X ; _vv. 2
504			_aIncludes bibliographical references.
505	0		_ach. 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			_aCustomer 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	_aEnglish language _xStudy and teaching _xForeign speakers. _959646
650		0	_aLanguage schools _zNew Zealand _xAdministration.
700	1		_aWalker, John.
830		0	_aInnovation and leadership in English language teaching ; _vv. 2.
856	4	0	_uhttps://eresourcesptsl.ukm.remotexs.co/login?url=http://www.emeraldinsight.com/2041-272X/2
907			_a.b15219987 _b2022-04-06 _c2019-11-12
942			_n0 _kPE1128.A2 S47 2010
914			_avtls003485425
998			_ae _b2011-10-12 _cm _dz _feng _genk _y0 _z.b15219987
999			_c506100 _d506100