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The TESOL (teaching of English to speakers of other languages) sector in New Zealand is rapidly developing into a major educational service industry. Despite their growing national importance, little is known about the performance of the English language centres (ELCs) that constitute the industry. This study investigated levels of client satisfaction with New Zealand ELC service at a national level. The research took a services management approach, using a multilingual questionnaire covering nine dimensions of ELC service. The findings indicated that, overall, clients registered mere satisfaction with the service provided. Statistical analysis identified significant differences between levels of client satisfaction in terms of client age and nationality and between ELCs of different type and size. While service provider personal attributes were positively rated by respondents, these did not play a major role as predictors of client satisfaction or the willingness to recommend an ELC. (Contains 13 tables and 2 figures.)

Student plagiarism in colleges and universities has become a controversial issue in recent years. A key problem has been the lack of reliable empirical data on the frequency, nature and extent of plagiarism in student assignments. The aim of the study described here was to provide this data. Patterns of plagiarism were tracked in two university business studies assignments involving over 500 students and over 1000 scripts. Turnitin software was used to facilitate the identification of plagiarised material in assignments. The findings confirmed some common assertions about the nature of student plagiarism but did not provide support for a number of others. (Contains 7 tables, 1 figure, and 1 note.)

Purpose: This paper aims to report on the findings of a study into staff perceptions of service climate in New Zealand English language centres (ELCs) offering ESOL (English for Speakers of Other Languages) courses. Design/methodology/approach: A 71-item questionnaire based on a Likert scale was used to survey non-management teaching and administrative staff about their perceptions of the climate quality in their institutions. Findings: The paper finds that staff in New Zealand ELCs demonstrated a positive perception of the service climate quality in their institutions. Service orientation was viewed as the most positive aspect of ELC service climate. Management aspects were not so positively perceived. The least positively-perceived aspect of the service climate was resourcing. Significant differences in climate perceptions were identified among staff sub-groups, and between staff in different ELC types. Research limitations/implications: The limitations of convenience samples are acknowledged. Further research is advocated into management and administrative aspects of ELCs operating in the private sector, as well as into the operation of other educational institutions in a commercial environment. Practical implications: The paper shows that ELCs are doing well in terms of "soft" service management areas, e.g. service orientation and client focus, but need to pay more attention to the "hard" areas such as resourcing and basic management competencies. Originality/value: ESOL (English for Speakers of Other Languages) administration and management is a highly under-researched area. This is one of the few pieces of empirical research in this sector, and thus represents a unique contribution to the literature. The findings will be of interest to anyone working and/or researching in the area of ELC/ESOL management, or in the area of private education provision. (Contains 4 tables.)

Used focus groups to explore TESOL (teaching of English to speakers of other languages) client expectations and perceptions of the service they received in New Zealand English language schools. Findings confirmed the key role of the teacher and the importance of the school's milieu and home stay, quality of client feedback systems, servicescape, and school communication with the client. (EV)

Forest products are commodities and subject to cyclical trends; yet resource-hungry countries offer exporters a period of sustained growth for those with the right products. Products have their distinctive requirements, e.g., finishing timber (colour, stability), structural (strength stiffness, stability), paper (fibre length and tear strength). The failure to incorporate such key properties in radiata pine (Pinus radiata) breeding programmes has been a lost opportunity for New Zealand forestry that constrains exports. Radiata pine remains a utilitarian, undifferentiated commodity. A complementary opportunity in international markets lies in naturally-durable eucalypts grown on New Zealand's east coast drylands. These are species whose properties mimic those of the finest tropical hardwoods that are in most demand in Asian markets. [ABSTRACT FROM AUTHOR]

The article reports the findings of a New Zealand study of staff perceptions of service climate in English language centres (ELCs), a private provider of English language instruction to speakers of other languages. Non-management teachers and administrators completed a 71-item questionnaire, based on a Likert scale, which was used to determine their perceptions of the climate quality in their individual institutions. Results indicate that staff in New Zealand ELCs believe the soft skills service climate of their institutions is positive, but perception of hard skills, such as management and resourcing, was less positive and should be addressed.

Non-managerial staff and clients in a representative sample of New Zealand English language centres (ELCs) offering English as a Second Other Language (ESOL) programs were surveyed on their perceptions of the quality of service provided in their institutions. Staff were asked to estimate levels of client satisfaction with the service. The data from staff estimates and actual client ratings were then subjected to statistical analysis in order to ascertain whether there was correspondence between the two sets of perceptions. The findings showed that staff perceived their clients to be significantly more satisfied with most aspects of the service than the clients actually were. [ABSTRACT FROM AUTHOR]

The TESOL (teaching of English to speakers of other languages) sector in New Zealand is rapidly developing into a major educational service industry. Despite their growing national importance, little is known about the performance of the English language centres (ELCs) that constitute the industry. This study investigated levels of client satisfaction with New Zealand ELC service at a national level. The research took a services management approach, using a multilingual questionnaire covering nine dimensions of ELC service. The findings indicated that, overall, clients registered mere satisfaction with the service provided. Statistical analysis identified significant differences between levels of client satisfaction in terms of client age and nationality and between ELCs of different type and size. While service provider personal attributes were positively rated by respondents, these did not play a major role as predictors of client satisfaction or the willingness to recommend an ELC. [ABSTRACT FROM AUTHOR]