Customer Discrimination in the Workplace: Evidence from Online Sales
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 cus...
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| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Washington, D.C
The World Bank
2022
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| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | 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 |
| Beschreibung: | 1 Online-Ressource (38 Seiten) |
| DOI: | 10.1596/1813-9450-10228 |
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| 245 | 1 | 0 | |a Customer Discrimination in the Workplace |b Evidence from Online Sales |c Erin Kelley |
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| 520 | 3 | |a 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 | |
| 650 | 4 | |a Bias | |
| 650 | 4 | |a Corporate Social Responsibility | |
| 650 | 4 | |a Customer Preference for Men | |
| 650 | 4 | |a Customer Service Workers | |
| 650 | 4 | |a Gender | |
| 650 | 4 | |a Gender and Law | |
| 650 | 4 | |a Gender and Social Development | |
| 650 | 4 | |a Gender Biased Hiringpractices | |
| 650 | 4 | |a Gender Discrimination | |
| 650 | 4 | |a Gender Monitoring and Evaluation | |
| 650 | 4 | |a Identity-Based Discrimination | |
| 650 | 4 | |a Labor | |
| 650 | 4 | |a Labor Market Discrimination | |
| 650 | 4 | |a Online Sales Agents | |
| 650 | 4 | |a Private Sector Development | |
| 650 | 4 | |a Worker Productivity Measurement | |
| 650 | 4 | |a Workplace Discrimination | |
| 700 | 1 | |a Lane, Gregory |e Sonstige |4 oth | |
| 700 | 1 | |a Pecenco, Matthew |e Sonstige |4 oth | |
| 700 | 1 | |a Rubin, Edward |e Sonstige |4 oth | |
| 776 | 0 | 8 | |i Erscheint auch als |n Druck-Ausgabe |a Kelley, Erin |t Customer Discrimination in the Workplace: Evidence from Online Sales |d Washington, D.C. : The World Bank, 2022 |
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| index_date | 2024-07-03T22:27:56Z |
| indexdate | 2025-02-20T07:20:17Z |
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| language | English |
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| physical | 1 Online-Ressource (38 Seiten) |
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| spellingShingle | Kelley, Erin Customer Discrimination in the Workplace Evidence from Online Sales Bias Corporate Social Responsibility Customer Preference for Men Customer Service Workers Gender Gender and Law Gender and Social Development Gender Biased Hiringpractices Gender Discrimination Gender Monitoring and Evaluation Identity-Based Discrimination Labor Labor Market Discrimination Online Sales Agents Private Sector Development Worker Productivity Measurement Workplace Discrimination |
| title | Customer Discrimination in the Workplace Evidence from Online Sales |
| title_auth | Customer Discrimination in the Workplace Evidence from Online Sales |
| title_exact_search | Customer Discrimination in the Workplace Evidence from Online Sales |
| title_exact_search_txtP | Customer Discrimination in the Workplace Evidence from Online Sales |
| title_full | Customer Discrimination in the Workplace Evidence from Online Sales Erin Kelley |
| title_fullStr | Customer Discrimination in the Workplace Evidence from Online Sales Erin Kelley |
| title_full_unstemmed | Customer Discrimination in the Workplace Evidence from Online Sales Erin Kelley |
| title_short | Customer Discrimination in the Workplace |
| title_sort | customer discrimination in the workplace evidence from online sales |
| title_sub | Evidence from Online Sales |
| topic | Bias Corporate Social Responsibility Customer Preference for Men Customer Service Workers Gender Gender and Law Gender and Social Development Gender Biased Hiringpractices Gender Discrimination Gender Monitoring and Evaluation Identity-Based Discrimination Labor Labor Market Discrimination Online Sales Agents Private Sector Development Worker Productivity Measurement Workplace Discrimination |
| topic_facet | Bias Corporate Social Responsibility Customer Preference for Men Customer Service Workers Gender Gender and Law Gender and Social Development Gender Biased Hiringpractices Gender Discrimination Gender Monitoring and Evaluation Identity-Based Discrimination Labor Labor Market Discrimination Online Sales Agents Private Sector Development Worker Productivity Measurement Workplace Discrimination |
| url | https://doi.org/10.1596/1813-9450-10228 |
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