The significance of the term customer-orientation in business stems from its impact on an organization’s competitive advantage, brand image and bottom-line. Compared to other industries, the service sector has a higher direct interaction with customers, and hence customer-orientation is more important to service organizations. The two ways a service organization can increase the customer orientation of its employees are through training to improve their skills, and through preparing them to face a variety of customer scenarios. The importance of employee empowerment is in the training imparted to the employees. This research aims to examine the effect of employee empowerment on customer-oriented practices in the service industry, through a specific study on Amazon UK.