Playing by the rules
There is evidence from child development and schooling research that girls are rewarded for complying with the rules and sanctioned more severely than boys for breaking them. . .
In other words, the female call centre agents - more often than their male colleagues - acknowledged the customer’s problem, used their name, encouraged them to call back if necessary and finished with a personal touch, such as “have a good weekend” – just as they had been told to do by their managers.
School vs work
Why would female agents comply more than their male colleagues with the linguistic prescriptions?
You do find that the men are more likely to be doing things that they shouldn’t be doing, whereas women stick to the procedure and the way it should be done.
A blow to gender equality