Service, Satisfaction and Climate
Service, Satisfaction and Climate

Author: John Walker

Publisher: BRILL

Published: 2010

Total Pages: 282

ISBN-13: 1849509964

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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.

Language Program Leadership in a Changing World
Language Program Leadership in a Changing World

Author: Martha Carswell Pennington

Publisher: BRILL

Published: 2010

Total Pages: 352

ISBN-13: 1849507465

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Presents a comprehensive view of management and leadership in language programs as situated in a complex, globalized context with rapidly changing characteristics. This book offers case studies and overviews of 'nuts and bolts' issues of administration such as financial, data, and people management, as well as suggestions for further research.

What English Language Teachers Need to Know Volume III
What English Language Teachers Need to Know Volume III

Author: MaryAnn Christison

Publisher: Routledge

Published: 2021-10-25

Total Pages: 294

ISBN-13: 1000463656

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Designed for pre-service and novice teachers in ELT, What English Language Teachers Need to Know Volumes I, II, and III are companion textbooks organized around the key question: What do teachers need to know and be able to do in order to help their students to learn English? Thoroughly revised and updated, the second edition of Volume III explores the contexts for ELT curricula; explains key processes in curriculum design; and sets out approaches to curricula that are linguistic-based, content-based, learner centered, and learning centered. Organized around the three pillars of teaching—planning, instructing, and assessing—chapters in the second edition are updated to include current research and theory to meet the needs of today’s teachers, and feature new or revised vignettes and activities. New chapters help teachers understand both the technological and multilingual approaches that learners need to succeed today. The comprehensive texts of this series are suitable resources for teachers across different contexts—where English is the dominant language, an official language, or a foreign language; for different levels—elementary/primary, secondary, university, or adult education; and for different learning purposes—general English, workplace English, English for academic purposes, or English for specific purposes.

Quality Management and Practices
Quality Management and Practices

Author: Kim-Soon Ng

Publisher: BoD – Books on Demand

Published: 2012-04-27

Total Pages: 268

ISBN-13: 9535105507

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This book is comprised of a collection of reviews and research works from international professionals from various parts of the world. A practical approach to quality management provides the reader with the understanding of basic to total quality practices in organizations, reflecting a systematic coverage of topics. Its main focus is on quality management practices in organization and dealing with specific total quality practices to quality management systems. It is intended for use as a reference at the universities, colleges, corporate organizations, and for individuals who want to know more about total quality practices. The works in this book will be a helpful and useful guide to practitioners seeking to understand and use the appropriate approaches to implement total quality.

The Language of Outsourced Call Centers
The Language of Outsourced Call Centers

Author: Eric Friginal

Publisher: John Benjamins Publishing

Published: 2009-02-25

Total Pages: 346

ISBN-13: 9027289794

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The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents’ experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Leadership in English Language Education
Leadership in English Language Education

Author: MaryAnn Christison

Publisher: Routledge

Published: 2008

Total Pages: 290

ISBN-13: 0805863109

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This work presents theoretical approaches to leadership and practical skills leaders in English language education need. Providing the opportunity to acquire and apply new skills, the text is built around three themes - the roles and characteristics of leaders, skills for leading, and ELT leadership in practice.

English as a Global Language
English as a Global Language

Author: David Crystal

Publisher: Cambridge University Press

Published: 2012-03-29

Total Pages: 227

ISBN-13: 1107611806

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Written in a detailed and fascinating manner, this book is ideal for general readers interested in the English language.

Tourism Management
Tourism Management

Author: Arch G. Woodside

Publisher: CABI

Published: 2008

Total Pages: 540

ISBN-13: 1845933230

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This book provides in-depth empirical reports on specific topics within five general areas of tourism management and marketing: (1) scanning and sense making; (2) planning; (3) implementing; (4) evaluating actions/process and performance outcomes; and (5) administering. Offering descriptions, tools and examples of tourism management decision making, the book is useful for students in tourism and management and for tourism executives. It has 27 chapters and a subject index.

Information Technology-enabled Global Customer Service
Information Technology-enabled Global Customer Service

Author: Tapio Reponen

Publisher: IGI Global

Published: 2003-01-01

Total Pages: 288

ISBN-13: 1591400872

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Recently there has been increased demand for combining locally customized services to the economies of the scale of worldwide operations. In this environment competitiveness calls for integrating the potential of information technology to well functioning global logistics. Information Technology Enabled Global Customer Service combines theoretical consideration and practical experiences in implementing new customer service models.