Shujing Sun
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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
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