Service, satisfaction and climate: perspectives on management in English language teaching
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Bingley
Emerald
2010
|
| Schriftenreihe: | Innovation and leadership in English language teaching
|
| Schlagworte: | |
| Online-Zugang: | FAW01 FAW02 Volltext |
| Beschreibung: | 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 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 |
| Beschreibung: | 1 Online-Ressource (ix, 271 p.) |
| ISBN: | 1849509964 1849509972 9781849509961 9781849509978 |
Internformat
MARC
| LEADER | 00000nmm a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV043159036 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 151126s2010 |||| o||u| ||||||eng d | ||
| 020 | |a 1849509964 |9 1-84950-996-4 | ||
| 020 | |a 1849509972 |c electronic bk. |9 1-84950-997-2 | ||
| 020 | |a 9781849509961 |9 978-1-84950-996-1 | ||
| 020 | |a 9781849509978 |c electronic bk. |9 978-1-84950-997-8 | ||
| 035 | |a (OCoLC)690021049 | ||
| 035 | |a (DE-599)BVBBV043159036 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-1046 |a DE-1047 | ||
| 082 | 0 | |a 428.24 |2 22 | |
| 100 | 1 | |a Walker, John |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Service, satisfaction and climate |b perspectives on management in English language teaching |c John Walker |
| 264 | 1 | |a Bingley |b Emerald |c 2010 | |
| 300 | |a 1 Online-Ressource (ix, 271 p.) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 490 | 0 | |a Innovation and leadership in English language teaching | |
| 500 | |a Includes bibliographical references (p. 239-256) | ||
| 500 | |a pt. 1. Conceptual and theoretical background -- pt. 2. Student perceptions -- pt. 3. Provider perceptions -- pt. 4. Applications and issues | ||
| 500 | |a 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 | 7 | |a FOREIGN LANGUAGE STUDY / English as a Second Language |2 bisacsh | |
| 650 | 4 | |a Englisch | |
| 650 | 4 | |a English language |x Study and teaching |x Foreign speakers | |
| 650 | 4 | |a Language schools |z New Zealand |x Administration | |
| 856 | 4 | 0 | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145 |x Aggregator |3 Volltext |
| 912 | |a ZDB-4-EBA | ||
| 999 | |a oai:aleph.bib-bvb.de:BVB01-028583227 | ||
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145 |l FAW01 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145 |l FAW02 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
Datensatz im Suchindex
| _version_ | 1804175627386880000 |
|---|---|
| any_adam_object | |
| author | Walker, John |
| author_facet | Walker, John |
| author_role | aut |
| author_sort | Walker, John |
| author_variant | j w jw |
| building | Verbundindex |
| bvnumber | BV043159036 |
| collection | ZDB-4-EBA |
| ctrlnum | (OCoLC)690021049 (DE-599)BVBBV043159036 |
| dewey-full | 428.24 |
| dewey-hundreds | 400 - Language |
| dewey-ones | 428 - Standard English usage |
| dewey-raw | 428.24 |
| dewey-search | 428.24 |
| dewey-sort | 3428.24 |
| dewey-tens | 420 - English & Old English (Anglo-Saxon) |
| discipline | Anglistik / Amerikanistik |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>03307nmm a2200445zc 4500</leader><controlfield tag="001">BV043159036</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">151126s2010 |||| o||u| ||||||eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1849509964</subfield><subfield code="9">1-84950-996-4</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1849509972</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">1-84950-997-2</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781849509961</subfield><subfield code="9">978-1-84950-996-1</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781849509978</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">978-1-84950-997-8</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)690021049</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV043159036</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-1046</subfield><subfield code="a">DE-1047</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">428.24</subfield><subfield code="2">22</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Walker, John</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Service, satisfaction and climate</subfield><subfield code="b">perspectives on management in English language teaching</subfield><subfield code="c">John Walker</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Bingley</subfield><subfield code="b">Emerald</subfield><subfield code="c">2010</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (ix, 271 p.)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">Innovation and leadership in English language teaching</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references (p. 239-256)</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">pt. 1. Conceptual and theoretical background -- pt. 2. Student perceptions -- pt. 3. Provider perceptions -- pt. 4. Applications and issues</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">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</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">FOREIGN LANGUAGE STUDY / English as a Second Language</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Englisch</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">English language</subfield><subfield code="x">Study and teaching</subfield><subfield code="x">Foreign speakers</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Language schools</subfield><subfield code="z">New Zealand</subfield><subfield code="x">Administration</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBA</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-028583227</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145</subfield><subfield code="l">FAW01</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145</subfield><subfield code="l">FAW02</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV043159036 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:19:18Z |
| institution | BVB |
| isbn | 1849509964 1849509972 9781849509961 9781849509978 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-028583227 |
| oclc_num | 690021049 |
| open_access_boolean | |
| owner | DE-1046 DE-1047 |
| owner_facet | DE-1046 DE-1047 |
| physical | 1 Online-Ressource (ix, 271 p.) |
| psigel | ZDB-4-EBA ZDB-4-EBA FAW_PDA_EBA |
| publishDate | 2010 |
| publishDateSearch | 2010 |
| publishDateSort | 2010 |
| publisher | Emerald |
| record_format | marc |
| series2 | Innovation and leadership in English language teaching |
| spelling | Walker, John Verfasser aut Service, satisfaction and climate perspectives on management in English language teaching John Walker Bingley Emerald 2010 1 Online-Ressource (ix, 271 p.) txt rdacontent c rdamedia cr rdacarrier Innovation and leadership in English language teaching 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 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 FOREIGN LANGUAGE STUDY / English as a Second Language bisacsh Englisch English language Study and teaching Foreign speakers Language schools New Zealand Administration http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145 Aggregator Volltext |
| spellingShingle | Walker, John Service, satisfaction and climate perspectives on management in English language teaching FOREIGN LANGUAGE STUDY / English as a Second Language bisacsh Englisch English language Study and teaching Foreign speakers Language schools New Zealand Administration |
| title | Service, satisfaction and climate perspectives on management in English language teaching |
| title_auth | Service, satisfaction and climate perspectives on management in English language teaching |
| title_exact_search | Service, satisfaction and climate perspectives on management in English language teaching |
| title_full | Service, satisfaction and climate perspectives on management in English language teaching John Walker |
| title_fullStr | Service, satisfaction and climate perspectives on management in English language teaching John Walker |
| title_full_unstemmed | Service, satisfaction and climate perspectives on management in English language teaching John Walker |
| title_short | Service, satisfaction and climate |
| title_sort | service satisfaction and climate perspectives on management in english language teaching |
| title_sub | perspectives on management in English language teaching |
| topic | FOREIGN LANGUAGE STUDY / English as a Second Language bisacsh Englisch English language Study and teaching Foreign speakers Language schools New Zealand Administration |
| topic_facet | FOREIGN LANGUAGE STUDY / English as a Second Language Englisch English language Study and teaching Foreign speakers Language schools New Zealand Administration |
| url | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=345145 |
| work_keys_str_mv | AT walkerjohn servicesatisfactionandclimateperspectivesonmanagementinenglishlanguageteaching |