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    E-quality and e-service equality

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    Author
    Shachaf, Pnina
    Oltmann, Shannon M.
    Issue Date
    2007
    Submitted date
    2007-12-04
    Keywords
    Reference Services
    Public Libraries
    Local subject classification
    e-quality
    equality
    e-service
    gender
    ethnicity
    bias
    virtual reference
    
    Metadata
    Show full item record
    Citation
    E-quality and e-service equality 2007,
    Publisher
    IEEE Press
    URI
    http://hdl.handle.net/10150/105389
    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
    Conference Paper
    Language
    en
    Collections
    DLIST

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