I am an Assistant Professor of Business Administration at the Gies College of Business, University of Illinois Urbana-Champaign (UIUC). Before joining Gies in 2023, I was an Assistant Professor of Information Systems at the School of Computing and Information Systems, Singapore Management University. I earned my Ph.D. in Business Administration at the Simon Business School, University of Rochester in 2021.

Research Interests

Topic: Social Media, Artificial Intelligence, Misinformation, Customer Service

Methodology: Causal Inference, Machine Learning

Publications

1. Yang Gao, Maggie Mengqing Zhang, Huaxia Rui, Can Crowdchecking Curb Misinformation? Evidence from Community Notes, Information Systems Research, Forthcoming.
   • Media Mention: The Atlantic; America Magazine; The Conversation; MSN; MIT Technology Review; Al Jazeera; Crusoe; El Tiempo Latino
2. Yang Gao, Maggie Mengqing Zhang, Mikhail Lysyakov. Does Social Bot Help Socialize? Evidence from a Microblogging Platform. Information Systems Research, Forthcoming.
3. Yang Gao, Huaxia Rui, Shujing Sun. The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter. MIS Quarterly, 47(3), 983-1014, 2023.

4. Yang Gao, Meng Li, Shujing Sun. Field Experiments in Operations Management. Journal of Operations Management, 69(4), 676-701, 2023.

   • Top Cited Article in Journal of Operations Management in 2023

5. Yang Gao, Wenjing (Wendy) Duan, Huaxia Rui. Does Social Media Accelerate Product Recalls? Evidence from the Pharmaceutical Industry. Information Systems Research, 33(3), 954-977, 2022.

   • Best Paper in Track Award, ICIS 2021
   • Media Mention: Financial Times
6. Shujing Sun, Yang Gao, Huaxia Rui. Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness. Journal of Management Information Systems, 38(3), 579-611, 2021

Selected Working Papers

1. Junyuan Ke, Yang Gao, Huaxia Rui, Shujing Sun, Does Agent Gender Matter? Evidence from Southwest Airlines’ Customer Service on Twitter, R&R at MIS Quarterly
2. Adam Shenxiong Li, Yang Gao, Huaxia Rui, Maggie Mengqing Zhang, Racial Bias in Crowdchecking: Evidence from Community Notes, R&R at Information Systems Research
3. Maggie Mengqing Zhang, Yang Gao, Jingjing Li, Steven L. Johnson, When Influencers Delegate Replies: How Social AI Agents Shape User Engagement, R&R at Information Systems Research
4. Minjie Han, Mikhail Lysyakov, Yang Gao, Breaking the Sound Barrier: Asymmetric Impacts of AI Dubbing on Multilingual Engagement on YouTube, R&R at Information Systems Research

Contact

Email: ygao1@illinois.edu