1. Balancing Efficiency and Consumer Experience: An Investigation of Gig vs. Traditional Customer Support. (Job Market Paper)
Co-authors: Xiang Hui, Fuqiang Zhang, Tianjun Feng (academic); Yitong Wang, Congyi Zhou (industry)
Status: Under Review at Management Science; SSRN
Selected Talks & Conferences: INFORMS 2025 (Job Market Showcase), DSI 2025 (Doctoral Research Showcase), BU Online Research Seminar on Digital Businesses (2025), CIST 2025, The 3rd Workshop on Empirical Operations Management.
Award: Finalist, Best Presentation Competition (Doctoral Students), 2025 Fisher AI in Business Conference
2. Supply Elasticity at Algorithmic Pay Cliffs: Evidence from Gig Service Agents
Co-authors: Xiang Hui, Fuqiang Zhang, Tianjun Feng (academic); Congyi Zhou (industry)
Conferences: Scheduled Presentation at POMS 2026.
3. Contract Design and Generative AI in E-Commerce Dispute Resolution
Co-authors: Fuqiang Zhang (academic); Congyi Zhou (industry)
Conferences: Presented at POMS 2025.
1. Qiaowen Guo, Fuqiang Zhang, Tianjun Feng. "The Hidden Costs of Emotional Labor: Unpaid Effort and Attrition in Call Centers."
2. Qiaowen Guo, Daniels Kaitlin, Panos Kouvelis. "Service Segmentation for On-Demand Platforms."