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dc.contributor.authorShachaf, Pnina
dc.contributor.authorOltmann, Shannon M.
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.
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
refterms.dateFOA2018-08-21T12:08:05Z
html.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.


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