E-quality and e-service equality
(2007) E-quality and e-service equality. 40th Hawai'i International Conference on System Sciences (HICSS-40).
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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.
| EPrint Type: | Conference Proceedings |
|---|---|
| Keywords: | e-quality, equality, e-service, gender, ethnicity, bias, virtual reference |
| Subjects: | Reference Services Public Libraries |
| ID Code: | 2468 |
| Deposited On: | 19 November 2008 |
| Eprint Statistics: | View statistics for this eprint |
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