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dc.contributor.author Shachaf, Pnina
dc.contributor.author Oltmann, Shannon M.
dc.contributor.author Horowitz, Sarah M.
dc.date.accessioned 2009-09-22T20:37:29Z
dc.date.available 2009-09-22T20:37:29Z
dc.date.issued 2008
dc.identifier.citation Shachaf, P., Oltmann, S. M., & Horowitz, S. M. (2008). Service equality in virtual reference. Journal of the American Society for Information Science and Technology : JASIST. 59 (4), 535. en
dc.identifier.uri http://dx.doi.org/10.1002/asi.20757 en
dc.identifier.uri http://hdl.handle.net/2022/3703
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, eservice may either increase or decrease the quality of service received. This study analyzes the level of service received by different genders and ethnic groups when academic and public librarians answer 676 online reference queries. Quality of e-service was evaluated along three dimensions: timely response, 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. en
dc.language.iso en_US en
dc.publisher Wiley-Blackwell en
dc.relation.isversionof The definitive version is available at www3.interscience.wiley.com en
dc.title Service equality in virtual reference en
dc.type Article en


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