Publication: Customer Discrimination in the Workplace: Evidence from Online Sales
dc.contributor.author | Kelley, Erin | |
dc.contributor.author | Lane, Gregory | |
dc.contributor.author | Pecenco, Matthew | |
dc.contributor.author | Rubin, Edward | |
dc.date.accessioned | 2022-11-15T14:13:32Z | |
dc.date.available | 2022-11-15T14:13:32Z | |
dc.date.issued | 2022-11 | |
dc.description.abstract | Many 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.identifier | http://documents.worldbank.org/curated/en/099930011102212210/IDU0b1a71ad100512044c308857026fa4ea0c771 | |
dc.identifier.doi | 10.1596/1813-9450-10228 | |
dc.identifier.uri | https://hdl.handle.net/10986/38314 | |
dc.language | English | |
dc.language.iso | en | |
dc.publisher | World Bank, Washington, DC | |
dc.relation.ispartofseries | Policy Research Working Papers;10228 | |
dc.rights | CC BY 3.0 IGO | |
dc.rights.holder | World Bank | |
dc.rights.uri | http://creativecommons.org/licenses/by/3.0/igo | |
dc.subject | LABOR | |
dc.subject | WORKPLACE DISCRIMINATION | |
dc.subject | GENDER DISCRIMINATION | |
dc.subject | CUSTOMER PREFERENCE FOR MEN | |
dc.subject | ONLINE SALES AGENTS | |
dc.subject | CUSTOMER SERVICE WORKERS | |
dc.subject | WORKER PRODUCTIVITY MEASUREMENT | |
dc.subject | BIAS | |
dc.subject | IDENTITY-BASED DISCRIMINATION | |
dc.subject | LABOR MARKET DISCRIMINATION | |
dc.subject | GENDER BIASED HIRING PRACTICES | |
dc.title | Customer Discrimination in the Workplace | en |
dc.title.subtitle | Evidence from Online Sales | en |
dc.type | Working Paper | en |
dc.type | Document de travail | fr |
dc.type | Documento de trabajo | es |
dspace.entity.type | Publication | |
okr.crossref.title | Customer Discrimination in the Workplace: Evidence from Online Sales | |
okr.date.disclosure | 2022-11-10 | |
okr.date.doiregistration | 2025-04-10T09:34:03.178884Z | |
okr.date.lastmodified | 2022-11-10T00:00:00Z | en |
okr.doctype | Policy Research Working Paper | |
okr.doctype | Publications & Research | |
okr.docurl | http://documents.worldbank.org/curated/en/099930011102212210/IDU0b1a71ad100512044c308857026fa4ea0c771 | |
okr.guid | 099930011102212210 | |
okr.identifier.doi | 10.1596/1813-9450-10228 | |
okr.identifier.externaldocumentum | IDU-b1a71ad1-0512-44c3-8857-26fa4ea0c771 | |
okr.identifier.internaldocumentum | 33935301 | |
okr.identifier.report | WPS10228 | |
okr.imported | true | en |
okr.language.supported | en | |
okr.pdfurl | http://documents.worldbank.org/curated/en/099930011102212210/pdf/IDU0b1a71ad100512044c308857026fa4ea0c771.pdf | en |
okr.topic | Gender::Gender Monitoring and Evaluation | |
okr.topic | Gender::Gender and Law | |
okr.topic | Gender::Gender and Social Development | |
okr.topic | Private Sector Development::Business Ethics, Leadership and Values | |
okr.topic | Private Sector Development::Corporate Social Responsibility | |
okr.unit | DIME Econ Transformation &Growth (DIME1) | |
relation.isSeriesOfPublication | 26e071dc-b0bf-409c-b982-df2970295c87 | |
relation.isSeriesOfPublication.latestForDiscovery | 26e071dc-b0bf-409c-b982-df2970295c87 |
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