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Customer Discrimination in the Workplace: Evidence from Online Sales

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Listed:
  • Erin M. Kelley
  • Gregory V. Lane
  • Matthew Pecenco
  • Edward A. Rubin

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 co-workers.

Suggested Citation

  • Erin M. Kelley & Gregory V. Lane & Matthew Pecenco & Edward A. Rubin, 2023. "Customer Discrimination in the Workplace: Evidence from Online Sales," NBER Working Papers 31998, National Bureau of Economic Research, Inc.
    • Handle: RePEc:nbr:nberwo:31998
    Note: DEV LS
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    JEL classification:

    • J16 - Labor and Demographic Economics - - Demographic Economics - - - Economics of Gender; Non-labor Discrimination
    • O12 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Microeconomic Analyses of Economic Development

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