The UA Campus Repository is experiencing systematic automated, high-volume traffic (bots). Temporary mitigation measures to address bot traffic have been put in place; however, this has resulted in restrictions on searching WITHIN collections or using sidebar filters WITHIN collections. You can still Browse by Title/Author/Year WITHIN collections. Also, you can still search at the top level of the repository (use the search box at the top of every page) and apply filters from that search level. Export of search results has also been restricted at this time. Please contact us at any time for assistance - email repository@u.library.arizona.edu.
E-quality and e-service equality
| dc.contributor.author | Shachaf, Pnina | |
| dc.contributor.author | Oltmann, Shannon M. | |
| dc.date.accessioned | 2008-11-19T00:00:01Z | |
| dc.date.available | 2010-06-18T23:25:34Z | |
| dc.date.issued | 2007 | en_US |
| dc.date.submitted | 2008-11-19 | en_US |
| dc.identifier.citation | E-quality and e-service equality 2007, | en_US |
| dc.identifier.uri | http://hdl.handle.net/10150/105443 | |
| dc.description.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. | |
| dc.format.mimetype | application/pdf | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | IEEE Press | en_US |
| dc.subject | e-quality | en_US |
| dc.subject | equality | en_US |
| dc.subject | e-service | en_US |
| dc.subject | gender | en_US |
| dc.subject | ethnicity | en_US |
| dc.subject | bias | en_US |
| dc.subject | virtual reference | en_US |
| dc.subject | Reference Services | en_US |
| dc.subject | Public Libraries | en_US |
| dc.title | E-quality and e-service equality | en_US |
| dc.type | Proceedings | en_US |
| refterms.dateFOA | 2018-08-21T12:08:05Z | |
| html.description.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. |
