E-quality and e-service equality
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Date
2007
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Institute of Electrical and Electronics Engineers (IEEE)
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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.
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Shachaf, P., & Oltmann, S. M. (2007). E-Quality and E-Service Equality. HAWAII INTERNATIONAL CONFERENCE ON SYSTEM SCIENCES. 9 (Conf 40), 4189-4198.
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©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.
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Article