Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching

Front Cover
BRILL, 2010 - Business & Economics - 271 pages
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.
 

What people are saying - Write a review

We haven't found any reviews in the usual places.

Contents

Student Perceptions
51
Provider Perceptions
97
Applications and Issues
169
References
239
Appendix 1 ELT service climate questionnaire
257
Appendix 2 English language teaching center student satisfaction survey
263
Copyright

Other editions - View all

Common terms and phrases

About the author (2010)

John Walker holds a Ph.D. in solid state physics from the University of Reading. Mr. Walker is a technical manager for Racal Telecommunications Ltd. in Reading, United Kingdom.

Bibliographic information