Service, satisfaction and climate : perspectives on management in English language teaching / by John Walker.

Format:

Book

Author/Creator:

Walker, John.

Series:

Innovation and Leadership in English Language Teaching 2.

Innovation and leadership in English language teaching, 2041-272X ; v. 2

Language:

English

Subjects (All):

English language--Study and teaching--Foreign speakers.

English language.

Language and languages--Study and teaching.

Language and languages.

Physical Description:

1 online resource (281 p.)

Edition:

1st ed.

Place of Publication:

Bingley, U.K. : Emerald Group Publishing Limited, 2010.

Language Note:

English

Summary:

Service, Satisfaction and Climate: Perspectives on Management 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.

Contents:

Preliminary Material

Chapter One: Elt as a Service

Chapter Two: Elt Service and Student Satisfaction

Chapter Three: Service Climate in Elt

Chapter Four: Student Views of Elt Service

Chapter Five: Student Satisfaction with English Language Teaching Center Service

Chapter Six: Staff Perceptions of the Service Dimension in Elt

Chapter Seven: Service Climate in English Language Teaching Centers: A Survey of Providers

Chapter Eight: Are They as Satisfied as we think they are? Comparing Staff and Student Perceptions of ELTC Service Quality

Chapter Nine: Finding an Identity: The Tertiary Manager’S view of ELT Work

Chapter Ten: Service Operation Applications in ELT

Chapter Eleven: Researching ELT Management

Chapter Twelve: Issues and Implications for ELT Managers

References

Appendix 1. ELT Service Climate Questionnaire

Appendix 2. English Language Teaching Center Student Satisfaction Survey.

Notes:

Description based upon print version of record.

Includes bibliographical references (p. 239-256).

ISBN:

9786612888731

9781282888739

1282888730

9781849509978

1849509972

OCLC:

689997508

Publisher Number:

10.1163/9781849509978 DOI