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dc.contributor.author Shachaf, Pnina
dc.contributor.author Oltmann, Shannon M.
dc.date.accessioned 2009-09-30T11:31:45Z
dc.date.available 2009-09-30T11:31:45Z
dc.date.issued 2007
dc.identifier.citation Shachaf, P., & Oltmann, S. M. (2007). E-Quality and E-Service Equality. HAWAII INTERNATIONAL CONFERENCE ON SYSTEM SCIENCES. 9 (Conf 40), 4189-4198. en
dc.identifier.uri http://hdl.handle.net/2022/3717
dc.description This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author's copyright. In most cases, these works may not be reposted without the explicit permission of the copyright holder. en
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, 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. en
dc.language.iso en_US en
dc.publisher Institute of Electrical and Electronics Engineers (IEEE) en
dc.rights ©2007 IEEE. Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE. en
dc.title E-quality and e-service equality en
dc.type Article en


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