Work

Customer Discrimination in the Workplace: Evidence from Online Sales

Year: 2024

Type: article

Abstract: Many workers are evaluated on their ability to engage with customers. We measure the impact of gender-based customer discrimination on the productivity of online sales agents in sub-Saharan Africa. Using a novel framework that randomly varies the gender of names presented to customers without changing worker behavior, we find the assignment of a female-sounding name leads to 50 percent fewer purchases. Customers also lag in responding, are less expressive, and avoid discussing purchases. We show similar results for customers around the world and across workers. Removing customer bias, we find women would be more productive than their male coworkers.

Source: Journal of Labor Economics

DOI: 10.1086/733049

Authors: Erin Kelley, Gregory Lane, Matthew Pecenco, Edward Rubin

Institutions: University of Chicago, National Bureau of Economic Research, Brown University, University of Oregon

Language: English

Topic: Names, Identity, and Discrimination Research

Subfield: Sociology and Political Science

Field: Social Sciences

Domain: Social Sciences

SDGs: Gender equality, Decent work and economic growth, Reduced inequalities

Open Access status: green

Funders: University of Oregon, Eunice Kennedy Shriver National Institute of Child Health and Human Development