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Doctoral Dissertations and Projects

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The Role Of Employee Recognition On Nurse Turnover And Departmental Engagement In Public Hospitals: Department Type As A Moderator, Dawn M. Jenkins Jun 2026

The Role Of Employee Recognition On Nurse Turnover And Departmental Engagement In Public Hospitals: Department Type As A Moderator, Dawn M. Jenkins

Doctoral Dissertations and Projects

Nurses are indispensable to the operation of public hospitals, often serving on the front lines of patient care in high-pressure environments characterized by limited resources and elevated patient acuity. These conditions contribute to burnout, disengagement, and turnover, threatening healthcare quality and workforce sustainability. This quantitative, correlational, and predictive study examined the relationship between recognition received through a digital recognition portal with nurse engagement and turnover in public hospital settings. Drawing on two years of archival organizational data, this research examined whether recognition frequency and recognition satisfaction predicted engagement and turnover, and whether department type moderated those relationships. Analyses included linear …


Teachers' Lived Experiences Supporting Students' Executive Functioning Skills: A Phenomenology, Mary Clare Fallon Beamer Jun 2026

Teachers' Lived Experiences Supporting Students' Executive Functioning Skills: A Phenomenology, Mary Clare Fallon Beamer

Doctoral Dissertations and Projects

The purpose of this hermeneutic phenomenological study was to understand the lived experiences of supporting students' executive functioning skills for experienced teachers at schools in Ohio. Cognitive load theory, acknowledging the relationship between executive functioning and cognition, was used to guide the study. Under this theory, human beings have a flexible yet finite ability to acquire knowledge, which is mediated through components of executive functioning, including working memory, inhibitory control, and self-regulation. Weaknesses in executive functioning may restrict cognitive load capacity through interference in the systems responsible for memory, attention, and behavior. Therefore, the following serves as the central research …


Beyond The Battlefield: Analyzing Trauma's Impact On Veterans' Holistic Health, Keyanna Mikell-Scott Jun 2026

Beyond The Battlefield: Analyzing Trauma's Impact On Veterans' Holistic Health, Keyanna Mikell-Scott

Doctoral Dissertations and Projects

The study used a mixed-methods approach to examine the multidimensional effects on U.S. veterans' physical, mental, and spiritual health. Two surveys gathered quantitative data from 100 veterans. The surveys included elements of the Life Events Checklist, PTSD screenings, physical health conditions common in the veteran community, and the Spiritual Well-Being Scale. The surveys used five-point Likert scales. Quantitative data were analyzed in SPSS using correlation and regression analyses. Qualitative data comprised 10 semi-structured interviews with 10 of the 100 veteran participants. Interviews were transcribed, and ATLAS.ti was used to conduct a thematic analysis from which themes were extracted. Results showed …


Trading Podiums: Transitioning From Teaching Secondary Band To Teaching Secondary Orchestra In Eastern South Carolina, Troy M. Murray Jun 2026

Trading Podiums: Transitioning From Teaching Secondary Band To Teaching Secondary Orchestra In Eastern South Carolina, Troy M. Murray

Doctoral Dissertations and Projects

This qualitative, explanatory case study examined the musical attributes band teachers need to successfully teach string orchestra students in eastern South Carolina. This information is critical due to the high number of orchestra teachers who are non-string instrumentalists in that region of the state. Of the 28 orchestra teachers in South Carolina’s Region 5 orchestra division, 14 of the teachers performed primarily as wind or percussion instrumentalists. This study sought to understand the challenges teachers face when transitioning from teaching secondary band to secondary string orchestra in eastern South Carolina. Despite the parallels in music reading and repertoire selection between …


Exploring The Effectiveness Of Juvenile Justice Rehabilitation Programs In The State Of Virginia, Edishae L. Harris-Tyler Jun 2026

Exploring The Effectiveness Of Juvenile Justice Rehabilitation Programs In The State Of Virginia, Edishae L. Harris-Tyler

Doctoral Dissertations and Projects

Juvenile delinquency and criminal offending have become significant problems in society today. Many offenders in the criminal justice system were exposed to violence and criminal activity at a young age. Early harmful exposure has influenced many at-risk youths in the community to commit crimes at a young age and develop into adult offenders. Juveniles in the community considered at-risk may be disadvantaged due to negative peer pressure, poverty, lack of parental involvement, illiteracy, and lack of opportunities for positive change and development. At-risk youth severely need structure, prosocial support, positive mentorship, and direction to prevent criminal activity and reduce recidivism. …


A Correlational Study Of Work-Related Factors On Private School Teachers’ Stress And Anxiety, Anna E. Guilliams May 2026

A Correlational Study Of Work-Related Factors On Private School Teachers’ Stress And Anxiety, Anna E. Guilliams

Doctoral Dissertations and Projects

The purpose of this correlational predictive study is to examine the factors of class size, hours worked during the week, and hours given to plan a week and determine if there is a predictive nature between these factors and perceived stress and anxiety in private school teachers. Determining the root causes of the rising rates of teacher stress is imperative to the future of the education system because teacher stress has a direct relationship to attrition, job satisfaction, teacher physical health, and job performance. A group of 115 private school teachers from a southern state participated in online surveys to …


The Role Of Faith In Coping With Mental Health Challenges In Late Life: A Phenomenological Study Of Religious Experience In The Aging Population, Krista Kelley May 2026

The Role Of Faith In Coping With Mental Health Challenges In Late Life: A Phenomenological Study Of Religious Experience In The Aging Population, Krista Kelley

Doctoral Dissertations and Projects

Depression, anxiety, and suicidal ideation are significant concerns among older adults. These conditions are often neglected due to stigma, atypical symptom presentation, and medical comorbidities, resulting in increased healthcare utilization, heightened suicide risk, and emotional dysregulation. Psychosocially, these challenges obstruct a successful resolution of Erikson’s final stage, ego integrity versus despair, leading to dissatisfaction, regret, and reduced well-being. Although previous research has suggested a link between religious engagement and improved mental health outcomes, few studies have explored older adults’ lived experiences of faith in coping with mental health. This qualitative phenomenological study examined the experiences of 25 older adults regarding …


The Narratives Of Where Black Men On The South Side Of Chicago Found Emotional Connection While Growing Up, Yakima Diemer May 2026

The Narratives Of Where Black Men On The South Side Of Chicago Found Emotional Connection While Growing Up, Yakima Diemer

Doctoral Dissertations and Projects

The purpose of this narrative inquiry study was to explore and understand the lived experiences of Black men from the South Side of Chicago. This study explored, through storytelling, the life experiences of Black men from the South Side of Chicago regarding their emotional connectedness with their primary caregivers in addition to who they turned to, and what they turned to in order to feel a sense of support and connection if and when there were none. Participants for this study included Black men who were over the age of 25 and reported being raised on the South Side of …


Quantitative Correlation Of Middle School Students’ Perspectives Of Teacher Caring And Student Effort, Susan Lackey May 2026

Quantitative Correlation Of Middle School Students’ Perspectives Of Teacher Caring And Student Effort, Susan Lackey

Doctoral Dissertations and Projects

The purpose of this quantitative, correlational research was to study the potential correlation between the middle school students' perspectives of teacher caring and student effort. The study was important because it investigated an understudied population in a new geographic location. The sample included 352 sixth-, seventh-, and eighth-grade students within five middle schools in eastern North Carolina. Two instruments were used to collect survey data from the students. The first instrument administered included the MUSIC Model of Motivation Inventory, which was derived from the MUSIC Model of Academic Motivation®. The second instrument was the Course Effort Scale, derived from the …


A Phenomenology Study: Exploring The Lived Experiences Of Latino Women In The South Of California With Symptoms Of Depression And The Influence Of Faith And Religion In Their Recovery, Ivette G. Perez-Paquien May 2026

A Phenomenology Study: Exploring The Lived Experiences Of Latino Women In The South Of California With Symptoms Of Depression And The Influence Of Faith And Religion In Their Recovery, Ivette G. Perez-Paquien

Doctoral Dissertations and Projects

This is a qualitative study of a phenomenological nature that explores the phenomenon and experiences of Latina women with depressive symptoms residing in Southern California, as well as the influence of faith and religion on their recovery. The investigation of this phenomenon was conducted using the theoretical model of descriptive research proposed by Husserl, along with the data analysis technique for descriptive phenomenological research based on the approach designed by Richard Krueger. The research question posed to guide this study was: What are the experiences described by Latina women suffering from symptoms of depression regarding faith, religion, and their recovery …


A Causal-Comparative Study Of Student Enjoyment In Classical Private School, Non-Classical Private School, And Non-Classical Public School Social Studies Courses, Ginger B. Knapp May 2026

A Causal-Comparative Study Of Student Enjoyment In Classical Private School, Non-Classical Private School, And Non-Classical Public School Social Studies Courses, Ginger B. Knapp

Doctoral Dissertations and Projects

The purpose of this quantitative causal-comparative design study was to investigate differences in the enjoyment of history/social studies as an academic subject among high school juniors and seniors educated in classical Christian private school, non-classical Christian private school, and non-classical public-school settings. The study is important because its measure of enjoyment is associated with teaching pedagogy or instructional methodology. Prior quantitative studies have associated achievement with standardized test scores, recommending that future studies explore the link between instructional methodology and achievement. This research study fills the literature gap by employing a sound psychometric measure of enjoyment to examine its associations …


Barriers To Physical Activity Among Community College Students, Erica Keels May 2026

Barriers To Physical Activity Among Community College Students, Erica Keels

Doctoral Dissertations and Projects

The purpose of this qualitative study was to explore the perceived barriers, motivators, and student-identified strategies related to physical activity among students enrolled at a community college located in Northwest Florida. Guided by the Social Ecological Model (SEM), Self-Determination Theory (SDT), Health Belief Model (HBM), and Theory of Planned Behavior (TPB), this study employed a qualitative descriptive design to examine students’ lived experiences and perceptions that influence their physical activity behaviors. Data were collected through an online open-ended survey administered to students aged 18 years and older. A total of 134 students initially accessed the survey, and 126 eligible participants …


Unveiling The Journey: A Phenomenological Study On The Lived Experiences Of Caregivers Raising An Adolescent With Diabetes, Lakeisha L. Doman May 2026

Unveiling The Journey: A Phenomenological Study On The Lived Experiences Of Caregivers Raising An Adolescent With Diabetes, Lakeisha L. Doman

Doctoral Dissertations and Projects

The purpose of this phenomenological study was to describe caregivers’ experiences raising a middle to late adolescent (ages 14 – 19) with diabetes in Virginia. The study focused on how caregivers perceive stress and develop coping skills while navigating the transition to independence. Guided by Lazarus and Folkman’s Transactional Model of Stress and Coping, this study examined how caregivers appraised stress, evaluated available resources, and sustained engagement in their role. Ten primary caregivers in Virginia were recruited using purposeful sampling. Semi-structured interviews guided data collection. Data was analyzed using Moustakas’ phenomenological approach. Findings indicated that caregiving during adolescence is a …


Building Moral Resilience: The Role Of Biblical Forgiveness In Dealing With Moral Injury Among Christian Combat Veterans, Kwasi Boateng Asamoah May 2026

Building Moral Resilience: The Role Of Biblical Forgiveness In Dealing With Moral Injury Among Christian Combat Veterans, Kwasi Boateng Asamoah

Doctoral Dissertations and Projects

An unsuccessful navigation of exposure to potentially morally injurious events (PMIEs) can result in psychological, emotional, and spiritual distress, which can lead to moral injury. Moral injury continues to receive wider attention among researchers and clinicians in the field of military psychology and mental health due to the prevalence of exposure to PMIEs among this population. Research has shown that over half of the veteran population has experienced at least one PMIE, and about 6.5% have reported moral injury. Although moral injury is considered an injury of the soul and has spiritual consequences, there remains a gap in the literature …


The Moderating Influence Of Intrinsic Religiosity For Technostress And Tech Addiction In Adults Working In A Digital Environment, Elaine M. Hensley May 2026

The Moderating Influence Of Intrinsic Religiosity For Technostress And Tech Addiction In Adults Working In A Digital Environment, Elaine M. Hensley

Doctoral Dissertations and Projects

This dissertation examined factors influencing levels of technostress and tech addiction in adults working in digital environments, where technology is rapidly advancing. The main research questions asked: If and to what extent intrinsic religiosity and resilience, independently and through their interaction, predict levels of technostress and tech addiction among adults in a digital workplace environment. The research design used two multiple linear regression analyses and two moderation analyses to ascertain whether the null hypotheses would be retained. The procedure involved recruiting 222 participants through Prolific who activated a survey link from Qualtrics. The link contained demographic data and four surveys …


The Challenges Of Employee Selection, Cayward L. Wiggins May 2026

The Challenges Of Employee Selection, Cayward L. Wiggins

Doctoral Dissertations and Projects

This qualitative single case study examined the challenges associated with employee selection and the role of emotional intelligence (EI) in improving hiring practices within public sector organizations. The general problem addressed was the failure to consistently utilize EI testing resources, which may result in the selection of less qualified employees. The specific problem focused on the inconsistent integration of EI tools during recruitment and interview processes. Guided by a post-positivism paradigm, the study explored how human resource (HR) managers and personnel understood and applied EI in candidate evaluation. Data was collected from 30 HR professionals using interviews and surveys to …


Understanding The Application Of Military Leadership Skills In Transition To Civilian Leadership Positions, Darik Pickerel May 2026

Understanding The Application Of Military Leadership Skills In Transition To Civilian Leadership Positions, Darik Pickerel

Doctoral Dissertations and Projects

The problem is that the leadership skills of ex-military leaders are not always effectively leveraged when they transition into civilian organizations, resulting in a missed opportunity to harness valuable competencies. The purpose of this flexible design qualitative single case study was to explore how civilian organizations could effectively leverage the valuable leadership skills of ex-military leaders. Three research questions guided the study: What leadership skills do ex-military leaders bring to civilian employment in the production industry based on the experiences of ex-military leaders, their organizational subordinates, and their organizational superiors? How can ex-military leaders most effectively apply their skills to …


A Quantitative Study On Loneliness: Exploring The Interaction Effects Of Adverse Childhood Experiences, Maladaptive Beliefs, Adult Attachment, And God Attachment, Breanna Mcneal May 2026

A Quantitative Study On Loneliness: Exploring The Interaction Effects Of Adverse Childhood Experiences, Maladaptive Beliefs, Adult Attachment, And God Attachment, Breanna Mcneal

Doctoral Dissertations and Projects

The purpose of this quantitative study is to explore a moderated mediation analysis of the relationship between child adversity and loneliness when maladaptive beliefs are included as a mediator, along with adult attachment and God attachment as separate moderators with two subcategories (anxiety and avoidance). The results are based on 428 adult survey responses in which the key findings indicate that there is an initial direct effect between child adversity and loneliness, and that maladaptive beliefs mediate the relationship between child adversity and loneliness. Each of the moderated mediation models are supported only from the maladaptive beliefs to loneliness path …


One Body Many Members: Toward A Vision Of Individual And Corporate Maturity In The New Testament, Rebecca Mohr May 2026

One Body Many Members: Toward A Vision Of Individual And Corporate Maturity In The New Testament, Rebecca Mohr

Doctoral Dissertations and Projects

The apostle Paul and the author of Hebrews both discern within the early Christian communities a critical deficiency: some individual believers did not realize the value they would bring to the corporate Church body by maturing and remaining committed to the fellowship. For Paul, growth in Christ is inherently ecclesial; the believer’s Christian maturity contributes to the edification and unity of the body, as articulated in Ephesians 4, where maturity in faith and knowledge safeguards the church from fragmentation and instability. Spiritual immaturity, therefore, is not merely an individual shortcoming but a communal liability that threatens the integrity of the …


The Relationship Between Mentorship And Career Longevity For New Clinicians In Emergency Medical Services, Katherine Elizabeth Contreras May 2026

The Relationship Between Mentorship And Career Longevity For New Clinicians In Emergency Medical Services, Katherine Elizabeth Contreras

Doctoral Dissertations and Projects

The purpose of this qualitative descriptive phenomenological study was to understand how mentorship assisted a new Emergency Medical Services (EMS) clinician in navigating the challenges of the first year at an EMS agency in Central Texas. Guiding the study was Lev Vygotsky’s theory of social constructivism, which focuses on knowledge gained through human activities, social interactions, and behavior modeling. Twelve study participants completed one-on-one interviews, two participants completed a single focus group interview, and the researcher conducted naturalistic observations, during which the participants shared personal, firsthand experiences that answered the study’s central research question: How does mentorship help new EMS …


The Integration Of Cybersecurity In Social Science Classes: A Study On Adolescents, Callie Lynea Hansen May 2026

The Integration Of Cybersecurity In Social Science Classes: A Study On Adolescents, Callie Lynea Hansen

Doctoral Dissertations and Projects

In this quasi-experimental, pre-test/post-test study, the researcher examined adolescents’ vulnerability to cyber threats, a challenge exacerbated by the current compartmentalized approach to cybersecurity education. Grounded in psychological theory, biblical world views, and current cybersecurity best practices, the purpose of this research was to investigate the effectiveness of integrating cybersecurity education into social science classes to enhance adolescents’ judgment and confidence in online environments. Approximately 45 adolescent students were recruited to participate. Participants completed a pre-test consisting of a Cybersecurity Judgment Questionnaire (CJQ) and a self-reported cybersecurity confidence survey (CCS), establishing a baseline of their judgment and confidence in virtual spaces. …


Harmonizing Faith: An Investigation Of The Efficacy Of A Small Group Study On The Theology Of Music For Spiritual Growth, Timothy Davis May 2026

Harmonizing Faith: An Investigation Of The Efficacy Of A Small Group Study On The Theology Of Music For Spiritual Growth, Timothy Davis

Doctoral Dissertations and Projects

The problem this study addresses is that Trinity Anglican Church in Connersville, Indiana, had not cultivated a theology of music among its congregants to enrich encounters with God through music. The purpose of this DMIN action research project was to implement a small group study on the theology of music to enrich encounters with God through God-honoring, captivating music. The researcher employed a novel approach: Luke 10:27 served as a paradigmatic framework for exploring how music relates to the dimensions of heart (i.e., emotion), soul (i.e., spiritual encounter), strength (i.e., embodied experience), mind (i.e., intellect), and neighbor (i.e., communal and …


The Relationship Between Employee Perception Of Perfectionistic Leadership And Employee Outcomes, Jennifer Parras May 2026

The Relationship Between Employee Perception Of Perfectionistic Leadership And Employee Outcomes, Jennifer Parras

Doctoral Dissertations and Projects

Research shows perfectionism to be a multidimensional trait, yielding both positive and negative results. Given its evolving nature and impact, perfectionism is becoming more widely researched and an important trait to study. Multidimensional perfectionism, in its positive side, refers to striving towards excellence, whereas in its negatives side refers to a concern of failure. Today, multidimensional perfectionism research focuses more on the individual and interpersonal consequences of the trait with less focus on the workplace consequences of performance. Therefore, the aim of this study was to investigate the relationship between the dyadic relationship of leader’s perfectionism and employee outcomes. This …


A Quantitative Study Examining The Impact Of Gender On Covenantal Empowerment And Mental Health Quality Of Life Among 911 Dispatchers, Michael Ryan Udriét May 2026

A Quantitative Study Examining The Impact Of Gender On Covenantal Empowerment And Mental Health Quality Of Life Among 911 Dispatchers, Michael Ryan Udriét

Doctoral Dissertations and Projects

This quantitative correlational study examined factors affecting the mental health quality of life (MHQoL) of 911 dispatchers in Greater Richmond, Virginia. Dispatchers frequently experience psychological strain due to exposure to traumatic calls, demanding workloads, and inconsistent organizational support. Leadership is a crucial factor in shaping well-being, yet the influence of covenantal empowerment (CE)—a model emphasizing mutual support, shared accountability, and relational trust—on dispatcher mental health remains underexplored. This study examined the relationship between CE and MHQoL, explored gender as a moderator, and considered additional demographic and work-related factors including age, years of experience, work shift, length of shift, marital status, …


The Silent War Within: A Phenomenological Exploration Of Male Veterans' Lived Experiences Following Military Sexual Trauma In Southwestern Louisiana, Belinda K. Richard May 2026

The Silent War Within: A Phenomenological Exploration Of Male Veterans' Lived Experiences Following Military Sexual Trauma In Southwestern Louisiana, Belinda K. Richard

Doctoral Dissertations and Projects

Military sexual trauma (MST) is an important and often overlooked issue affecting male veterans. Research indicates that men encounter MST at notable rates and confront distinct challenges in accessing care. Although the Department of Veterans Affairs (VA) provides specialized MST services, there remains a significant gap in the literature regarding men's underutilization of these resources, particularly given their disproportionate presence in the VA's traditionally male-dominated healthcare system. The purpose of this phenomenological study is to understand the lived experience of men currently living in Southwestern Louisiana who have experienced military sexual trauma while on active duty. The theories guiding this …


A High School Choral Student's Perspective On Bullying, Allen C. Thomas May 2026

A High School Choral Student's Perspective On Bullying, Allen C. Thomas

Doctoral Dissertations and Projects

The purpose of this quantitative causal-comparative non-experimental research study was to examine the prevalence, type, and impact of bullying within secondary choral ensembles from the student perspective. Using a slightly modified version of the Swearer Bully Survey, data were collected from a convenience sample of 100 high school students. Initially, responses were to come from several high schools throughout the State of Maine. Due to challenges in survey administration, the researcher received permission to collect responses via social media and expanded recruitment to a national audience. The study employed a cross-sectional design and utilized Google Forms and Tally for data …


Improving Governance In Decentralized Systems, Cynthia L. Cooper May 2026

Improving Governance In Decentralized Systems, Cynthia L. Cooper

Doctoral Dissertations and Projects

The Veterans Health Administration (VHA) has invested heavily in non-pharmacological pain management through the Whole Health transformation, the Opioid Safety Initiative, and national CIH expansion efforts. Despite these systemwide priorities, implementation remains uneven across decentralized facilities, revealing barriers that extend beyond logistics or compliance. This study investigated how governance structures, professional norms, and cultural–cognitive logics shape the translation of federal mandates into local clinical practice. Guided by Policy Implementation Theory (PIT) and Institutional Theory (IT), and applying the Integrated Policy Adaptation Model (IPAM), this qualitative inquiry triangulated semi-structured interviews, surveys, and policy document analysis. IPAM’s mechanisms—Leadership Mediation (LM), Frontline Adaptation …


The Experiences Of Females With Adhd Receiving Their Diagnoses In Post-Secondary School: A Phenomenological Study, Sarah A. Schultz May 2026

The Experiences Of Females With Adhd Receiving Their Diagnoses In Post-Secondary School: A Phenomenological Study, Sarah A. Schultz

Doctoral Dissertations and Projects

The purpose of this transcendental phenomenological study was to describe the educational experiences of females who received attention-deficit/hyperactivity disorder (ADHD) diagnoses while attending postsecondary schools. The theory guiding this study was Albert Bandura’s social cognitive theory. This theory explains the relationship among environmental, internal, and external factors in a person’s motivation. The central research question was: What are the educational experiences of females who received ADHD diagnoses while attending postsecondary schools in the United States? This study used transcendental phenomenology to understand the experiences of females who received delayed ADHD diagnoses while attending postsecondary school. There were 10 participants in …


Broken Promises: The Lived Experiences Of African American Employees Who Interpret The Removal Of Dei Policies As A Breach Of Psychological Contract, Geneva A. Henderson May 2026

Broken Promises: The Lived Experiences Of African American Employees Who Interpret The Removal Of Dei Policies As A Breach Of Psychological Contract, Geneva A. Henderson

Doctoral Dissertations and Projects

The publicized murder of George Floyd in 2020 prompted organizations across the United States to affirm their commitment to diversity, equity, and inclusion (DEI). Following the 2025 presidential administration, however, many organizations began retracting DEI policies and adopting merit-based initiatives aligned with new federal mandates. For African Americans (AA), this shift echoed a familiar historical pattern of progress followed by withdrawal, requiring them to navigate promises made and promises withdrawn. Despite the significance of these changes, little is known about how AA employees experience the workplace after the removal of a value-laden policy. This interpretative phenomenological analysis study explored the …


Entrepreneurship After Incarceration: The Barriers And Success Factors For Startups Led By Individuals With A Conviction Record, Charlotte E. Garnes May 2026

Entrepreneurship After Incarceration: The Barriers And Success Factors For Startups Led By Individuals With A Conviction Record, Charlotte E. Garnes

Doctoral Dissertations and Projects

This mixed-methods study examined the barriers and facilitators influencing the success of businesses established by formerly incarcerated individuals through an online survey. It explored the roles of support and resilience in overcoming societal stigma and institutional constraints through survey questions (N = 119) and semi-structured interviews (N = 7). Quantitative analyses included binary logistic regression to evaluate relationships between region, industry, time in business, years since incarceration, and scale scores for support, motivation, and barriers with three outcomes: annual revenue, net profit or loss, and customer ratings. I also conducted a thematic analysis to understand the challenges, supports, and successes …