Service, satisfaction and climate: perspectives on management in English language teaching
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Bingley
Emerald
2010
|
| Series: | Innovation and leadership in English language teaching
|
| Subjects: | |
| Online Access: | FAW01 FAW02 Volltext |
| Item Description: | 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 |
| Physical Description: | 1 Online-Ressource (ix, 271 p.) |
| ISBN: | 1849509964 1849509972 9781849509961 9781849509978 |
Staff View
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| 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 |
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| 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 |
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