Interruptions during a service encounter: Dealing with imperfect chatbots. - Elizabeth Han; Dezhi Yin; Han Zhang 001 (ICIS, 2021)

Implementing Choices in Chatbot-initiated Service Interactions: Helpful or Harmful? - Elizabeth Han; Dezhi Yin; Han Zhang 001 (ICIS, 2022)

Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service? - Elizabeth Han; Dezhi Yin; Han Zhang 001 (Inf. Syst. Res., 2023)

When and How to Implement Choices on Customer Service Chatbots. - Elizabeth Han; Dezhi Yin; Han Zhang 001 (HICSS, 2024)