Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response. - Priyanga Gunarathne; Huaxia Rui; Avi Seidmann (ICIS, 2014)

What Drives Successful Complaint Resolutions on Social Media?: Evidence from the Airline Industry. - Priyanga Gunarathne; Huaxia Rui; Avi Seidmann (HICSS, 2017)

Whose and What Social Media Complaints Have Happier Resolutions? Evidence from Twitter. - Priyanga Gunarathne; Huaxia Rui; Abraham Seidmann (J. Manag. Inf. Syst., 2017)

Racial Bias in Social Media Customer Service: Evidence from Twitter. - Priyanga Gunarathne; Huaxia Rui; Abraham Seidmann (ICIS, 2018)

When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry. - Priyanga Gunarathne; Huaxia Rui; Abraham Seidmann (MIS Q., 2018)

Racial Discrimination in Social Media Customer Service: Evidence from a Popular Microblogging Platform. - Priyanga Gunarathne; Huaxia Rui; Abraham Seidmann (HICSS, 2019)

Racial Bias in Customer Service: Evidence from Twitter. - Priyanga Gunarathne; Huaxia Rui; Abraham Seidmann (Inf. Syst. Res., 2022)