Customer Discrimination in the Workplace: Evidence from Online Sales
通过随机改变在线销售代理的性别化名字，发现女性名字导致购买量减少50%，顾客反应更慢且回避讨论购买，表明顾客歧视显著影响女性销售绩效。
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.