International Journal of Research in Organizational Behavior and Human Resource Management

This paper tries to study the relationship between empowerment of human resources and service quality of Instructor Training Center and Technical and Vocational Researches (ITC). ITC affiliated to IRAN Technical and Vocational Training Organization (Iran TVTO), is the main body responsible for non formal and skill training. In this research according to researchers’ viewpoint, empowerment includes 5 factors: “Competence”, “Impact”, “Meaningfulness”, “Choice/Self-determination” and “Trust”. On the other hand, based on Parasuraman's model and viewpoints of respective chief experts, ITC's service quality includes 7 factors: “Tangibles”, “Reliability”, “Responsiveness”, “Assurance”, “Empathy”, “Process of Service Provision” and “Social Responsibility”. This is an applied-type paper and is implemented by using the approach of descriptive correlation design, the research tools are standard questionnaires. Findings showed that there is 70% significant and Positive correlation between staff empowerment and service quality.