Econ Papers Daily / 期刊论文
职场中的顾客歧视：来自在线销售的证据
Customer Discrimination in the Workplace: Evidence from Online Sales
摘要
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.
中文摘要
许多工人的工作表现取决于其与客户互动的能力。本研究衡量了基于性别的客户歧视对撒哈拉以南非洲地区在线销售代理生产率的影响。通过采用一种新颖的实验框架——在不改变工人实际行为的前提下，随机向客户展示不同性别的姓名——我们发现，使用女性化姓名会导致购买量减少50%。客户不仅回复延迟、表达更不积极，还会回避讨论购买事宜。全球范围内的客户及不同工人群体均呈现类似结果。若消除客户偏见，女性工人的生产率将高于其男性同事。