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The determinants of student satisfaction acquired by university education : the case of the Hellenic Open University

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The authentic service employee : service employees' language use for authentic service experiences

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Managing the Mayo Clinic brand : a case study in staff-developed service performance standards

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Are U.K. citizens satisfied with e-government services? Identifying and testing antecedents of satisfaction

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

Walker, John - 2010 - 1st ed.

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...