Field experiments in operations management

由 GAO, Yang, LI, Meng, SUN, Shujing
出版 2022

The value of humanization in customer service

由 GAO, Yang, RUI, Huaxia, SUN, Shujing
出版 2021

Chronic customers or increased awareness? The dynamics of social media customer service

由 SUN, Shujing, GAO, Yang, RUI, Huaxia
出版 2021

Business practice of social media - Platform and customer service adoption

由 SUN, Shujing, GAO, Yang, RUI, Huaxia
出版 2020

Does active service intervention drive more complaints on social media? The roles of service quality and awareness

由 SUN, Shujing, GAO, Yang, RUI, Huaxia
出版 2021

The power of identity cues in text-based customer service: Evidence from Twitter

由 GAO, Yang, RUI, Huaxia, SUN, Shujing
出版 2023