Business Practice of Social Media - Platform and Customer Service Adoption. - Shujing Sun; Yang Gao 037; Huaxia Rui (ICIS, 2020)

The Value of Humanization in Customer Service. - Yang Gao 037; Huaxia Rui; Shujing Sun (HICSS, 2021)

Chronic Complainers or Increased Awareness? The Dynamics of Social Media Customer Service. - Shujing Sun; Yang Gao 037; Huaxia Rui (HICSS, 2021)

Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness. - Shujing Sun; Yang Gao 037; Huaxia Rui (J. Manag. Inf. Syst., 2021)

Does Social Media Accelerate Product Recalls? Evidence from the Pharmaceutical Industry. - Yang Gao 037; Wenjing Duan; Huaxia Rui (Inf. Syst. Res., 2022)

The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter. - Yang Gao 037; Huaxia Rui; Shujing Sun (MIS Q., 2022)

She? The Role of Perceived Agent Gender in Social Media Customer Service. - Junyuan Ke; Yang Gao 037; Shujing Sun; Huaxia Rui (ICIS, 2023)