职场中的顾客歧视：来自在线销售的证据

中文摘要

许多劳动者以其与顾客互动的能力接受评价。我们衡量了基于性别的顾客歧视对撒哈拉以南非洲在线销售代理生产率的影响。利用一个新颖的框架——在不改变劳动者行为的情况下随机变化呈现给顾客的姓名性别——我们发现，被分配一个听起来是女性的名字会导致购买量减少50%。顾客的反应也更迟缓、表达更少，并回避讨论购买事宜。我们在来自世界各地的顾客以及不同劳动者之间得到了类似结果。在剔除顾客偏见后，我们发现女性的生产率会高于其男性同事。

Abstract

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 that the assignment of a female-sounding name leads to 50% 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 that women would be more productive than their male coworkers.