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Service, Satisfaction and Climate : Perspectives on Management in English Language Teaching.
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 servi...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Bradford :
Emerald Group Pub.,
2010.
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| Colección: | Innovation and Leadership in English Language Teaching, 2.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Front cover; Service, satisfaction, and climate: Perspectives on management in English language teaching; Copyright page; Contents; Preface; Part One: Conceptual and Theoretical Background; Chapter One. ELT as a service; Introduction; Service attributes and ELT; ESL teachers as service providers; ELT as a professional service; ESL students as clients; Conclusion; Chapter Two. ELT service and student satisfaction; Introduction; Customer satisfaction; Some ESL student characteristics affecting satisfaction; Some ELTC service characteristics affecting student satisfaction.
- Managing student expectations and perceptionsConclusion; Chapter Three. Service climate in ELT; Introduction; Climate and culture; Application of climate to English language teaching centers; Service climate and ELT; Conclusion; Part Two: Student Perceptions; Chapter Four. Student views of ELT service; Introduction; The investigation; Findings; Discussion; Conclusion; Chapter Five. Student satisfaction with English language teaching center service; Introduction; The investigation; Findings; Discussion; Implications; Conclusion; Part Three: Provider Perceptions.
- Chapter Six. Staff perceptions of the service dimension in ELTIntroduction; The investigation; Summary of findings; Discussion of findings; Conclusion; Note; Chapter Seven. Service climate in English language teaching centers: A survey of providers; Introduction; The investigation; Findings; Discussion; Conclusion; Chapter Eight . Are they as satisfied as we think they arequest Comparing staff and student perceptions of ELTC service quality; Introduction; The investigation; Findings; Discussion; Conclusion; Chapter Nine. Finding an identity: The tertiary manager's view of ELT work.
- IntroductionThe investigation; Conclusion; Part Four: Applications and Issues; Chapter Ten. Service operation applications in ELT; Introduction; Application 1: An open-systems model of an ELT operation; Application 2: The Service Profit Chain; Application 3: The service concept; Application 4: The service system blueprint; Application 5: The walk-through audit; Conclusion; Chapter Eleven. Researching ELT management; Introduction; Finding a research topic; Choosing an approach; Research questions; Research methodology; Obtaining a sample; Data collection; Data analysis; Ethical issues.
- Research opportunities in ELT services managementConclusion; Chapter Twelve. Issues and implications for ELT managers; Introduction: ELT as service; An educational service in a commercial context; Service quality and student satisfaction; Service climate in English language teaching centers; Conclusion; References; Appendix 1. ELT service climate questionnaire; Appendix 2. English language teaching center student satisfaction survey; Part one; Part two.