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Customer Discrimination in the Workplace : Evidence from Online Sales / Erin Kelley [and three others].
World Bank Open Knowledge Repository (formerly "World Bank E-Library Publications") Available online
View online- Format:
- Book
- Author/Creator:
- Kelley, Erin, author.
- Language:
- English
- Subjects (All):
- Consumers' preferences.
- Discrimination in employment.
- Internet marketing--Social aspects.
- Internet marketing.
- Physical Description:
- 1 online resource (38 pages)
- Other Title:
- Customer Discrimination in the Workplace
- Place of Publication:
- Washington, DC : World Bank, 2022.
- Summary:
- 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.
- Notes:
- Description based on publisher supplied metadata and other sources.
- Publisher Number:
- 10.1596/1813-9450-10228
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