Service equality in virtual reference

被引:32
作者
Shachaf, Pnina [1 ]
Oltmann, Shannon M. [1 ]
Horowitz, Sarah M. [2 ]
机构
[1] Indiana Univ, Sch Lib & Informat Sci, Bloomington, IN 47405 USA
[2] Augustana Coll, Thomas Tredway Lib, Rock Isl, IL 61201 USA
来源
JOURNAL OF THE AMERICAN SOCIETY FOR INFORMATION SCIENCE AND TECHNOLOGY | 2008年 / 59卷 / 04期
关键词
D O I
10.1002/asi.20757
中图分类号
TP [自动化技术、计算机技术];
学科分类号
0812 [计算机科学与技术];
摘要
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 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 answered 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.
引用
收藏
页码:535 / 550
页数:16
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