An Empirical Study of Salesforce Control Systems: An Application of Latent Class and Latent Transition Analysis Public

Abstract

In this dissertation, I seek to understand how the objectives set by managers in a sales organization influence the behavior choices and subsequent performance outcomes of entry-level sales associates. The empirical research is conducted with data provided by the ticket sales division of a professional sports team. Sales-related positions occupy a majority of the workforce in this industry and entry-level sales positions act as a gateway to a front office career in sports. Demographic information is examined with latent class models, and individual-level sales activity records are analyzed using latent class and latent transition models. Parameter estimates from the models represent distinct characteristics of the latent classes and their prevalence in the salesforce. I identify distinct subgroups of high-achievers and low-achievers based on their probability to meet the benchmark level of sales activities set by the management. There is a consistent pattern of high and low achievement divisions throughout the early weeks of the sales training program with little evidence of switching between the latent statuses. Posterior probabilities of latent class membership are informative of the actual training program outcome for the sales associates. With a few weeks of sales activity records, management may detect potential high performers in their early stages of training.

Table of Contents

Introduction 1

Chapter 1 Salesforce Management Literature Review 5

Chapter 2 Empirical Data Overview 14

Chapter 3  Latent Class and Latent Transition Models 20

Chapter 4  Results of Analysis 26

Conclusion 50

References 52

Appendices 63

About this Dissertation

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School	Laney Graduate School
Department	Business
Subfield / Discipline	Marketing
Degree	Ph.D.
Submission	Dissertation
Language	English
Research Field	Business Administration, Marketing
Mot-clé	salesforce management latent transition analysis behavior-based control latent class analysis
Committee Chair / Thesis Advisor	Lewis, Michael, Emory University
Committee Members	Andrews, Michelle, Emory University Ward, Morgan, Emory University Todri, Vilma, Emory University

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