Journal of Labor Economics Vol. 44 No. 3 2026

Customer Discrimination in the Workplace: Evidence from Online Sales

Erin Kelley¹; Gregory Lane²; Matthew Pecenco³; Edward Rubin⁴

¹ University of Chicago · ² University of Chicago and National Bureau of Economic Research · ³ Brown University · ⁴ University of Oregon

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 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.

DOI

10.1086/733049

Volume

44

Issue

3

Pages

855-889

Language

en

Sources

openalex crossref

Cite

APA 7 MLA 9 Chicago (author–date) Harvard Elsevier Harvard (JFE, JBF…) The Accounting Review Academy of Management American Marketing Association INFORMS (Management Science) Copy citation Copied ✓