03567nam 2200637 a 450 991081546670332120230725025508.01-282-88873-097866128887311-84950-997-210.1163/9781849509978(CKB)2670000000056526(EBL)605328(OCoLC)689997508(SSID)ssj0000427997(PQKBManifestationID)11316425(PQKBTitleCode)TC0000427997(PQKBWorkID)10414290(PQKB)11198994(MiAaPQ)EBC605328(OCoLC)777816417(nllekb)BRILL9781849509978(Au-PeEL)EBL605328(CaPaEBR)ebr10428783(CaONFJC)MIL288873(EXLCZ)99267000000005652620101206d2010 uy 0engur|n|---|||||txtccrService, satisfaction and climate perspectives on management in English language teaching /by John Walker1st ed.Bingley, U.K. Emerald Group Publishing Limited20101 online resource (281 p.)Innovation and leadership in English language teaching,2041-272X ;v. 2Description based upon print version of record.1-84950-996-4 Includes bibliographical references (p. 239-256).pt. 1. Conceptual and theoretical background -- pt. 2. Student perceptions -- pt. 3. Provider perceptions -- pt. 4. Applications and issues.Service, 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.Innovation and leadership in English language teaching ;v. 2.English languageStudy and teachingForeign speakersLanguage and languagesStudy and teachingEnglish languageStudy and teachingForeign speakers.Language and languagesStudy and teaching.428.2407Walker John195681MiAaPQMiAaPQMiAaPQBOOK9910815466703321Service, satisfaction and climate4114483UNINA