Service, satisfaction, and climate perspectives on management in English language teaching /

• Άλλοι συγγραφείς: Walker, John
• Μορφή: Ηλεκτρονική πηγή Ηλ. βιβλίο
• Γλώσσα: English
• Έκδοση: Bingley, U.K. : Emerald, 2010.
• Σειρά: Innovation and leadership in English language teaching ; v. 2.
• Θέματα: Foreign Language Study > English as a Second Language.; Education > Teaching Methods & Materials > General.; Education > Language Experience Approach.; ELT: teaching theory & methods.; Teaching of students with English as a second language (TESOL); English language > Study and teaching > Foreign speakers.; Language schools > New Zealand > Administration.

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 ser...

Πίνακας περιεχομένων:

• 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.