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

Brill, 2010. — 280 p. — (Innovation and Leadership in English Language Teaching Series).Discusses English Language Teaching (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.