Service, satisfaction, and climate perspectives on management in English language teaching / [electronic resource] :

• 其他作者：
  • Walker, John, Dr.
• 其他題名：
  • Innovation and leadership in English language teaching,
• 出版： Bingley, U.K. : Emerald
• 叢書名： Innovation and leadership in English language teaching,v. 2
• 主題： Foreign Language Study--English as a Second Language. , Education--Teaching Methods & Materials--General. , EDUCATION--Language Experience Approach. , ELT: teaching theory & methods. , Teaching of students with English as a second language (TESOL). , English language--Study and teaching--Foreign speakers , Language schools--New Zealand--Administration.
• ISBN： 9781849509978 (electronic bk.)
• FIND@SFXID: CGU
• 資料類型: 電子書
• 內容註: Includes bibliographical references. ELT as a service / John Walker -- ELT service and student satisfaction / John Walker -- Service climate in ELT / John Walker -- Student views of ELT service / John Walker -- Student satisfaction with English language teaching center service / John Walker -- Staff perceptions of the service dimension in EL / John Walker -- Service climate in New Zealand English language teaching centers / John Walker -- Are they as satisfied as we think they are? : comparing staff and student perceptions ofELTC service quality / John Walker -- Finding an identity : the tertiary managers view of ELT work / John Walker -- Service operation applications in ELT / John Walker -- Researching ELT management /John Walker -- Issues and implications for ELT managers / John Walker.
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• 摘要註: 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 provisionhas a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeksto 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.
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