Kelley Erin, Lane Gregory, Pecenco Matthew, Rubin Edward
Harris School of Public Policy, University of Chicago.
Harris School of Public Policy, University of Chicago, NBER.
J Labor Econ. 2024 Aug 21. doi: 10.1086/733049.
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.
许多员工是根据他们与客户打交道的能力来评估的。我们衡量了撒哈拉以南非洲地区基于性别的客户歧视对在线销售代理生产力的影响。通过使用一个新颖的框架，在不改变员工行为的情况下随机改变向客户展示的名字的性别，我们发现分配一个听起来像女性的名字会导致购买量减少50%。客户的回应也滞后，表达性较差，并且避免讨论购买事宜。我们在全球客户和不同员工身上都发现了类似的结果。消除客户偏见后，我们发现女性的生产力会高于她们的男性同事。
