ERIC Number: EJ1042554
Record Type: Journal
Publication Date: 2012-Jun
Pages: 8
Abstractor: As Provided
ISBN: N/A
ISSN: EISSN-1077-5315
EISSN: N/A
Factors Influencing Perceptions of Service Quality in Cooperative Extension Workers
Anaza, Nwamaka A.; Rutherford, Brian N.; Widdows, Richard
Journal of Extension, v50 n3 Article 3RIB3 Jun 2012
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.
Descriptors: Empowerment, Extension Education, Extension Agents, Job Satisfaction, Employees, Job Skills, Work Environment, Identification (Psychology)
Extension Journal, Inc. e-mail: joe-ed@joe.org; Web site: http://www.joe.org
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A