Library Logo

Service, satisfaction, and climate (Record no. 222712)

000 -LEADER
fixed length control field 03976nam a2200469Ia 4500
001 - CONTROL NUMBER
control field bslw07949137
003 - CONTROL NUMBER IDENTIFIER
control field UtOrBLW
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20171018091352.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS
fixed length control field m d
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr un|||||||||
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 111027s2010 enka ob 000 0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781849509978 (electronic bk.) :
Terms of availability �67.95 ; �97.95 ; $124.95
040 ## - CATALOGING SOURCE
Original cataloging agency UtOrBLW
Transcribing agency UtOrBLW
043 ## - GEOGRAPHIC AREA CODE
Geographic area code u-nz---
050 #4 - LIBRARY OF CONGRESS CALL NUMBER
Classification number PE1128.A2
Item number S47 2010
072 #7 - SUBJECT CATEGORY CODE
Subject category code EBA
Source bicssc
072 #7 - SUBJECT CATEGORY CODE
Subject category code JNSV
Source bicssc
072 #7 - SUBJECT CATEGORY CODE
Subject category code FOR007000
Source bisacsh
072 #7 - SUBJECT CATEGORY CODE
Subject category code EDU029000
Source bisacsh
072 #7 - SUBJECT CATEGORY CODE
Subject category code EDU018000
Source bisacsh
080 ## - UNIVERSAL DECIMAL CLASSIFICATION NUMBER
Universal Decimal Classification number 811.111
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 428.0071
Edition number 23
245 00 - TITLE STATEMENT
Title Service, satisfaction, and climate
Medium [electronic resource] :
Remainder of title perspectives on management in English language teaching /
Statement of responsibility, etc. edited by John Walker.
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc. Bingley, U.K. :
Name of publisher, distributor, etc. Emerald,
Date of publication, distribution, etc. 2010.
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (ix, 271 p.) :
Other physical details ill.
490 1# - SERIES STATEMENT
Series statement Innovation and leadership in English language teaching,
International Standard Serial Number 2041-272X ;
Volume/sequential designation v. 2
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc Includes bibliographical references.
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note ch. 1. ELT as a service / John Walker -- ch. 2. ELT service and student satisfaction / John Walker -- ch. 3. Service climate in ELT / John Walker -- ch. 4. Student views of ELT service / John Walker -- ch. 5. Student satisfaction with English language teaching center service / John Walker -- ch. 6. Staff perceptions of the service dimension in ELT / John Walker -- ch. 7. Service climate in English language teaching centers : a surveying of providers / John Walker -- ch. 8. Are they as satisfied as we think they are? : comparing staff and student perceptions of ELTC service quality / John Walker -- ch. 9. Finding an identity : the tertiary manager's view of ELT work / John Walker -- ch. 10. Service operation applications in ELT / John Walker -- ch. 11. Researching ELT management / John Walker -- ch. 12. Issues and implications for ELT managers / John Walker.
520 ## - SUMMARY, ETC.
Summary, etc. 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 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Foreign Language Study
General subdivision English as a Second Language.
Source of heading or term bisacsh
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Education
General subdivision Teaching Methods & Materials
-- General.
Source of heading or term bisacsh
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Education
General subdivision Language Experience Approach.
Source of heading or term bisacsh
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element ELT: teaching theory & methods.
Source of heading or term bicssc
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Teaching of students with English as a second language (TESOL)
Source of heading or term bicssc
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element English language
General subdivision Study and teaching
-- Foreign speakers.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Language schools
Geographic subdivision New Zealand
General subdivision Administration.
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Walker, John.
776 1# - ADDITIONAL PHYSICAL FORM ENTRY
International Standard Book Number 9781849509961
830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE
Uniform title Innovation and leadership in English language teaching ;
Volume number/sequential designation v. 2.
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier http://www.emeraldinsight.com/2041-272X/2
913 ## -
-- Oct2011

No items available.

Last Updated on September 15, 2019
© Dhaka University Library. All Rights Reserved|Staff Login