Huaxia Rui

Latest

• Does Agent Gender Matter? Evidence from Southwest Airlines’ Customer Service on Twitter (Forthcoming at *MIS Quarterly*)
• The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter (MIS Quarterly 2023)
• Writing Matters: Generative AI as an Academic Impact Equalizer
• Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness (Journal of Management Information Systems, 2021)
• Does Telemedicine Reduce Emergency Room Congestion? Evidence from New York State (Information Systems Research, 2020)