Service climate in New Zealand English language centres.

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.