Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching
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.
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Applications and Issues
Appendix 1 ELT service climate questionnaire
Appendix 2 English language teaching center student satisfaction survey
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administrative staff analysis ANOVA aspects behaviors classroom clients commercial communication context correlation culture customer satisfaction dimensions Table educational effective ELT management researcher ELT operations ELT service ELTC staff ELTC’s employees English language teaching environment ESL students ESL teachers facilities ﬁeld ﬁndings ﬁrst Fitzsimmons ﬁve focus groups friendly Gronroos homestay host family identiﬁed important indicate inﬂuence instance interaction issues language proﬁciency language teaching center level of satisfaction Likert scale Lovelock marketing organization organization’s organizational overall participants particularly perceived positive procedures professional qualiﬁcations qualitative research questionnaire rated recommend reﬂect respondents role sample satisﬁed service climate service concept service operation service orientation service process service providers service quality service system blueprint services management signiﬁcant difference skills speciﬁc staff estimates staff perceptions student feedback student focus student satisfaction superior service survey Table tertiary themes Variable M SD Z2 ¼ Zealand Zealand English