| From e-learning to social-learning: Mapping development of studies on social media-supported knowledge management X Zhang, Y Gao, X Yan, PO de Pablos, Y Sun, X Cao Computers in Human Behavior 51, 803-811, 2015 | 176 | 2015 |
| Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness S Sun, Y Gao, H Rui Journal of Management Information Systems 38 (3), 579-611, 2021 | 17 | 2021 |
| Does Social Media Accelerate Product Recalls? Evidence from the Pharmaceutical Industry Y Gao, W Duan, H Rui Information Systems Research 33 (3), 954-977, 2022 | 15 | 2022 |
| Adapt to changes or not? The mediating effect of individual adaptability between social media and task performance Y Gao, X Zhang, A Chen, Y Sun, R Zhang 2016 49th Hawaii International Conference on System Sciences (HICSS), 2126-2135, 2016 | 9 | 2016 |
| Field experiments in operations management Y Gao, M Li, S Sun Journal of Operations Management 69 (4), 676-701, 2022 | 8 | 2022 |
| THE POWER OF IDENTITY CUES IN TEXT-BASED CUSTOMER SERVICE: EVIDENCE FROM TWITTER. Y Gao, H Rui, S Sun MIS Quarterly 47 (3), 2023 | 5 | 2023 |
| Chronic Complainers or Increased Awareness? The Dynamics of Social Media Customer Service S Sun, Y Gao, H Rui | 2 | 2021 |
| The Effect of Online Follow-up Services on Offline and Online Physician Demand: Evidence from Chronic Disease Physicians A Zhao, Q Tang, Y Gao | 1 | 2023 |
| Business practice of social media-Platform and customer service adoption S Sun, Y Gao, H Rui | 1 | 2020 |
| Is Social Bot Socializing? Evidence from A Microblogging Platform Y Gao, MM Zhang, M Lysyakov Evidence from A Microblogging Platform (April 6, 2024), 2024 | | 2024 |
| Do Smartphones Transform Information Transmission in Financial Markets? Evidence from StockTwits S Chen, Y Gao Evidence from StockTwits (November 24, 2023), 2023 | | 2023 |
| She? The Role of Perceived Agent Gender in Social Media Customer Service J Ke, Y Gao, S Sun, H Rui | | 2023 |
| Three Essays on the Management of Customer Voices on Social Media Y Gao University of Rochester, 2021 | | 2021 |
| The value of humanization in customer service Y Gao, H Rui, S Sun | | 2021 |
