The Workforce Investment Act (WIA) measures participant labor market outcomes to drive program performance. This article uses statistical analysis to examine the relationship between participant characteristics and key outcome measures in one large California local WIA program. This study also measures the impact of different training…

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…