Qiaowen Guo, Xiang Hui, Fuqiang Zhang, Tianjun Feng. "Gig vs. Traditional Customer Support: Balancing Efficiency and Consumer Experience." (Job Market Paper; In Preparation for Management Science)
Qiaowen Guo, Xiang Hui, Fuqiang Zhang, Tianjun Feng. "Aligning Agent Incentives Under Compensation Discontinuities in Gig Economy: Evidence from an E‑Commerce Platform."
Qiaowen Guo, Fuqiang Zhang. "Moral Hazard in E-Commerce Refund Dispute Management: Contract Design and Generative AI Applications."
Qiaowen Guo, Fuqiang Zhang, Tianjun Feng. "The Effects of Emotional Labor on Operational Decisions in Call Centers."
Qiaowen Guo, Daniels Kaitlin, Panos Kouvelis. "Service Segmentation for On-Demand Platforms."