Publication:
Customer Discrimination in the Workplace: Evidence from Online Sales

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dc.contributor.authorKelley, Erin
dc.contributor.authorLane, Gregory
dc.contributor.authorPecenco, Matthew
dc.contributor.authorRubin, Edward
dc.date.accessioned2022-11-15T14:13:32Z
dc.date.available2022-11-15T14:13:32Z
dc.date.issued2022-11
dc.description.abstractMany workers are evaluated on their ability to engage with customers. This paper measures the impact of gender-based customer discrimination on the productivity of online sales agents working across Sub-Saharan Africa. Using a novel framework that randomly varies the gender of names presented to customers without changing worker behavior, we find that the assignment of a female-sounding name leads to 50 percent fewer purchases by customers. The results appear to be driven by relatively lower interest in engaging with female workers. Since worker productivity informs firm hiring, pay, and promotion decisions, these results are important for understanding the persistence of identity-based discrimination in the labor market.en
dc.identifierhttp://documents.worldbank.org/curated/en/099930011102212210/IDU0b1a71ad100512044c308857026fa4ea0c771
dc.identifier.doi10.1596/1813-9450-10228
dc.identifier.urihttps://hdl.handle.net/10986/38314
dc.languageEnglish
dc.language.isoen
dc.publisherWorld Bank, Washington, DC
dc.relation.ispartofseriesPolicy Research Working Papers;10228
dc.rightsCC BY 3.0 IGO
dc.rights.holderWorld Bank
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/igo
dc.subjectLABOR
dc.subjectWORKPLACE DISCRIMINATION
dc.subjectGENDER DISCRIMINATION
dc.subjectCUSTOMER PREFERENCE FOR MEN
dc.subjectONLINE SALES AGENTS
dc.subjectCUSTOMER SERVICE WORKERS
dc.subjectWORKER PRODUCTIVITY MEASUREMENT
dc.subjectBIAS
dc.subjectIDENTITY-BASED DISCRIMINATION
dc.subjectLABOR MARKET DISCRIMINATION
dc.subjectGENDER BIASED HIRING PRACTICES
dc.titleCustomer Discrimination in the Workplaceen
dc.title.subtitleEvidence from Online Salesen
dc.typeWorking Paperen
dc.typeDocument de travailfr
dc.typeDocumento de trabajoes
dspace.entity.typePublication
okr.crossref.titleCustomer Discrimination in the Workplace: Evidence from Online Sales
okr.date.disclosure2022-11-10
okr.date.doiregistration2025-04-10T09:34:03.178884Z
okr.date.lastmodified2022-11-10T00:00:00Zen
okr.doctypePolicy Research Working Paper
okr.doctypePublications & Research
okr.docurlhttp://documents.worldbank.org/curated/en/099930011102212210/IDU0b1a71ad100512044c308857026fa4ea0c771
okr.guid099930011102212210
okr.identifier.doi10.1596/1813-9450-10228
okr.identifier.externaldocumentumIDU-b1a71ad1-0512-44c3-8857-26fa4ea0c771
okr.identifier.internaldocumentum33935301
okr.identifier.reportWPS10228
okr.importedtrueen
okr.language.supporteden
okr.pdfurlhttp://documents.worldbank.org/curated/en/099930011102212210/pdf/IDU0b1a71ad100512044c308857026fa4ea0c771.pdfen
okr.topicGender::Gender Monitoring and Evaluation
okr.topicGender::Gender and Law
okr.topicGender::Gender and Social Development
okr.topicPrivate Sector Development::Business Ethics, Leadership and Values
okr.topicPrivate Sector Development::Corporate Social Responsibility
okr.unitDIME Econ Transformation &Growth (DIME1)
relation.isSeriesOfPublication26e071dc-b0bf-409c-b982-df2970295c87
relation.isSeriesOfPublication.latestForDiscovery26e071dc-b0bf-409c-b982-df2970295c87
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