The authors examined the direct and indirect impact of empowerment on service quality as perceived by Extension staff. Using a sample 283 respondents, the results revealed that along with empowerment, constructs such as job satisfaction and organizational identification positively affected service quality. Undoubtedly, each of these variables contributes in explaining how employees perceive their service performance, together with elements of customer orientation.

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Creative Commons Attribution-Noncommercial 4.0 License
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