E-quality and e-service equality

Pnina Shachaf, Shannon M. Oltmann

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Scopus citations

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.

Original languageEnglish
Title of host publicationProceedings of the 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
DOIs
StatePublished - 2007
Event40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07 - Big Island, HI, United States
Duration: Jan 3 2007Jan 6 2007

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
ISSN (Print)1530-1605

Conference

Conference40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
Country/TerritoryUnited States
CityBig Island, HI
Period1/3/071/6/07

ASJC Scopus subject areas

  • Engineering (all)

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