Users of Virtual Reference Are More Satisfied with the Service They Receive than the Providers of that Service Think They Are
Objective – To examine provider pessimism by comparing user and provider perception of the same instant messaging reference transaction. Design – Instant messaging users and providers completed post-reference transaction surveys which were analyzed using the pair perception comparison method....
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| Format: | Article |
| Language: | English |
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University of Alberta
2011-06-01
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| Series: | Evidence Based Library and Information Practice |
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| Online Access: | https://journals.library.ualberta.ca/eblip/index.php/EBLIP/article/view/9927 |