E-quality and e-service equality

E-quality and e-service equality

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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 gen...

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Bibliographic Details
Main Authors: Shachaf, Pnina, Oltmann, Shannon M.
Language:en
Published: IEEE Press 2007
Subjects:
Reference Services
Public Libraries
Online Access:http://hdl.handle.net/10150/105443
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record_format oai_dc
spelling ndltd-arizona.edu-oai-arizona.openrepository.com-10150-1054432015-10-23T04:23:13Z E-quality and e-service equality Shachaf, Pnina Oltmann, Shannon M. Reference Services Public Libraries 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. 2007 Proceedings E-quality and e-service equality 2007, http://hdl.handle.net/10150/105443 en IEEE Press
collection NDLTD
language en
sources NDLTD
topic Reference Services
Public Libraries
spellingShingle Reference Services
Public Libraries
Shachaf, Pnina
Oltmann, Shannon M.
E-quality and e-service equality
description 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.
author Shachaf, Pnina
Oltmann, Shannon M.
author_facet Shachaf, Pnina
Oltmann, Shannon M.
author_sort Shachaf, Pnina
title E-quality and e-service equality
title_short E-quality and e-service equality
title_full E-quality and e-service equality
title_fullStr E-quality and e-service equality
title_full_unstemmed E-quality and e-service equality
title_sort e-quality and e-service equality
publisher IEEE Press
publishDate 2007
url http://hdl.handle.net/10150/105443
work_keys_str_mv AT shachafpnina equalityandeserviceequality
AT oltmannshannonm equalityandeserviceequality
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