Existing studies of reentry programs in the United States focus on the successes and failures of reentering offenders when compared to matched reentering offenders who did not receive structured reentry services. Little attention has been focused solely on the reentry participants themselves, and on how the level of program exposure may be related…

Firms with the ability to provide superior customer service can accrue significant competitive advantage and research suggests that frontline service employees' (FLSEs) actions have a considerable influence on the success of service operations. Yet, the high level of customer defections consistently attributed to poor and indifferent service…