Shujing Sun

Latest

• The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter (MIS Quarterly 2023)
• Field Experiments in Operations Management (Journal of Operations Management, 2023)
• Writing Matters: Generative AI as an Academic Impact Equalizer
• How Consumer-Facing Digital Technologies Shape Productivity in High-Stakes Services: Evidence from Kidney Transplantation
• Does Agent Gender Matter? Evidence from Southwest Airlines’ Customer Service on Twitter (Minor Revision at *MIS Quarterly*)
• The Impact of Information-Granularity and Prioritization on Patients’ Care Modality Choice (2nd Round R&R at *Management Science*)
• When Peers Matter More: The Dominance of Social Influence Over Algorithm Accuracy in Patient Decision Making (2nd Round R&R at *Management Science*)
• Tele-Follow-Up and Outpatient Care (Minor Revision at *Production and Operations Management*)
• Service Differentiation in Online Healthcare Platforms
• Does Telehealth Reduce Rural-Urban Care Access Disparities? Evidence from COVID-19 Telehealth Expansion
• 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)
• Revolutionizing Healthcare: A Comprehensive Examination of Telemedicine’s Journey, Hurdles, and Future Frontiers (Foundations and Trends® in Technology, Information and Operations Management, 2025)
• Does Telemedicine Reduce Prescription Errors? Evidence from Antibiotic Prescriptions for Urinary Tract Infections