000			03976nam a2200469Ia 4500
001			bslw07949137
003			UtOrBLW
005			20171018091352.0
006			m d
007			cr un|||||||||
008			111027s2010 enka ob 000 0 eng d
020			_a9781849509978 (electronic bk.) : _c�67.95 ; �97.95 ; $124.95
040			_aUtOrBLW _cUtOrBLW
043			_au-nz---
050		4	_aPE1128.A2 _bS47 2010
072		7	_aEBA _2bicssc
072		7	_aJNSV _2bicssc
072		7	_aFOR007000 _2bisacsh
072		7	_aEDU029000 _2bisacsh
072		7	_aEDU018000 _2bisacsh
080			_a811.111
082	0	4	_a428.0071 _223
245	0	0	_aService, satisfaction, and climate _h[electronic resource] : _bperspectives on management in English language teaching / _cedited by John Walker.
260			_aBingley, U.K. : _bEmerald, _c2010.
300			_a1 online resource (ix, 271 p.) : _bill.
490	1		_aInnovation and leadership in English language teaching, _x2041-272X ; _vv. 2
504			_aIncludes bibliographical references.
505	0		_ach. 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			_aCustomer 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	_aForeign Language Study _xEnglish as a Second Language. _2bisacsh
650		7	_aEducation _xTeaching Methods & Materials _xGeneral. _2bisacsh
650		7	_aEducation _xLanguage Experience Approach. _2bisacsh
650		7	_aELT: teaching theory & methods. _2bicssc
650		7	_aTeaching of students with English as a second language (TESOL) _2bicssc
650		0	_aEnglish language _xStudy and teaching _xForeign speakers.
650		0	_aLanguage schools _zNew Zealand _xAdministration.
700	1		_aWalker, John.
776	1		_z9781849509961
830		0	_aInnovation and leadership in English language teaching ; _vv. 2.
856	4	0	_uhttp://www.emeraldinsight.com/2041-272X/2
913			_1Oct2011
999			_c222712 _d222712