E-quality and e-service equality
| Main Authors: | Shachaf, Pnina, Oltmann, Shannon M. |
|---|---|
| Format: | Proceeding NonPeerReviewed application/pdf |
| Bahasa: | eng |
| Terbitan: |
IEEE Press
, 2007
|
| Subjects: | |
| Online Access: |
http://eprints.rclis.org/12413/1/eQualityAndEServiceQuality.pdf http://eprints.rclis.org/12413/ |
| ctrlnum |
12413 |
|---|---|
| fullrecord |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><title>E-quality and e-service equality</title><creator>Shachaf, Pnina</creator><creator>Oltmann, Shannon M.</creator><subject>IJ. Reference work.</subject><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.</description><publisher>IEEE Press</publisher><date>2007</date><type>Journal:Proceeding</type><type>PeerReview:NonPeerReviewed</type><type>File:application/pdf</type><identifier>http://eprints.rclis.org/12413/1/eQualityAndEServiceQuality.pdf</identifier><identifier> Shachaf, Pnina and Oltmann, Shannon M. E-quality and e-service equality., 2007 . In Hawaii International Conference on System Sciences (HICSS-40), Waikoloa, HI (US), 3-7 January 2007. [Conference paper] </identifier><relation>http://eprints.rclis.org/12413/</relation><language>eng</language><recordID>12413</recordID></dc>
|
| language |
eng |
| format |
Journal:Proceeding Journal PeerReview:NonPeerReviewed PeerReview File:application/pdf File |
| author |
Shachaf, Pnina Oltmann, Shannon M. |
| title |
E-quality and e-service equality |
| publisher |
IEEE Press |
| publishDate |
2007 |
| topic |
IJ. Reference work |
| url |
http://eprints.rclis.org/12413/1/eQualityAndEServiceQuality.pdf http://eprints.rclis.org/12413/ |
| contents |
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. |
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IOS2947.12413 |
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Eprints in Library and Information Science (E-LIS) |
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402 |
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library:special library |
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E-LIS Subject Repository |
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42 |
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Eprints in Library and Information Science (E-LIS) |
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Perpustakaan dan Dokumentasi |
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INTERNASIONAL |
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2016-09-25T16:48:54Z |
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