LEADER 04427oam 2200661I 450 001 9910963026403321 005 20190826145055.0 010 $a9786612888731 010 $a9781282888739 010 $a1282888730 010 $a9781849509978 010 $a1849509972 024 7 $a10.1163/9781849509978 035 $a(CKB)2670000000056526 035 $a(EBL)605328 035 $a(OCoLC)689997508 035 $a(SSID)ssj0000427997 035 $a(PQKBManifestationID)11316425 035 $a(PQKBTitleCode)TC0000427997 035 $a(PQKBWorkID)10414290 035 $a(PQKB)11198994 035 $a(MiAaPQ)EBC605328 035 $a(OCoLC)777816417 035 $a(nllekb)BRILL9781849509978 035 $a(Au-PeEL)EBL605328 035 $a(CaPaEBR)ebr10428783 035 $a(CaONFJC)MIL288873 035 $a(EXLCZ)992670000000056526 100 $a20101206d2010 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aService, satisfaction and climate $eperspectives on management in English language teaching /$fby John Walker 205 $a1st ed. 210 1$aBingley, U.K. :$cEmerald Group Publishing Limited,$d2010. 215 $a1 online resource (281 p.) 225 1 $aInnovation and leadership in English language teaching,$x2041-272X ;$vv. 2 300 $aDescription based upon print version of record. 311 08$a9781849509961 311 08$a1849509964 320 $aIncludes bibliographical references (p. 239-256). 327 $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. 330 $aService, Satisfaction and Climate: Perspectives on Management in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature. This omission is particularly noticeable, given that ELT has its own particular themes, problems, and issues. For instance, ELT is an educational service, yet exists within a commercial context. Its clients are from different cultural and linguistic backgrounds. In many ELT contexts, the cultural and linguistic backgrounds of the service providers are different from those of the clients. Thus, the service provision has a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeks to fill the gap through discussion of ELT as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers. 410 0$aInnovation and Leadership in English Language Teaching$v2. 606 $aEnglish language$xStudy and teaching$xForeign speakers 606 $aLanguage and languages$xStudy and teaching 615 0$aEnglish language$xStudy and teaching$xForeign speakers. 615 0$aLanguage and languages$xStudy and teaching. 676 $a428.24 700 $aWalker$b John$0195681 801 0$bNL-LeKB 801 1$bNL-LeKB 906 $aBOOK 912 $a9910963026403321 996 $aService, satisfaction and climate$94320494 997 $aUNINA