Persistent Link:
http://hdl.handle.net/10150/105443
Title:
E-quality and e-service equality
Author:
Shachaf, Pnina; Oltmann, Shannon M.
Citation:
E-quality and e-service equality 2007,
Publisher:
IEEE Press
Issue Date:
2007
URI:
http://hdl.handle.net/10150/105443
Submitted date:
2008-11-19
Abstract:
Research is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, e-service may increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when public librarians answer online reference queries. Quality of e-service was evaluated along three dimensions: responsiveness, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the argument that the virtual environment facilitates equitable service and may overcome some challenges of diverse user groups.
Type:
Proceedings
Language:
en
Keywords:
Reference Services; Public Libraries
Local subject classification:
e-quality; equality; e-service; gender; ethnicity; bias; virtual reference

Full metadata record

DC FieldValue Language
dc.contributor.authorShachaf, Pninaen_US
dc.contributor.authorOltmann, Shannon M.en_US
dc.date.accessioned2008-11-19T00:00:01Z-
dc.date.available2010-06-18T23:25:34Z-
dc.date.issued2007en_US
dc.date.submitted2008-11-19en_US
dc.identifier.citationE-quality and e-service equality 2007,en_US
dc.identifier.urihttp://hdl.handle.net/10150/105443-
dc.description.abstractResearch is divided about the potential of e-service to bridge communication gaps, particularly to diverse user groups. According to the existing body of literature, e-service may increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when public librarians answer online reference queries. Quality of e-service was evaluated along three dimensions: responsiveness, reliability, and courtesy. This study found no significant differences among different user groups along any of these dimensions, supporting the argument that the virtual environment facilitates equitable service and may overcome some challenges of diverse user groups.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.publisherIEEE Pressen_US
dc.subjectReference Servicesen_US
dc.subjectPublic Librariesen_US
dc.subject.othere-qualityen_US
dc.subject.otherequalityen_US
dc.subject.othere-serviceen_US
dc.subject.othergenderen_US
dc.subject.otherethnicityen_US
dc.subject.otherbiasen_US
dc.subject.othervirtual referenceen_US
dc.titleE-quality and e-service equalityen_US
dc.typeProceedingsen_US
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