Yang Gao

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)
• Field Experiments in Operations Management (Journal of Operations Management, 2023)
• Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness (Journal of Management Information Systems, 2021)