Journal Publications

• Priyanga Gunarathne, Huaxia Rui, Abraham Seidmann (2022) Racial Bias in Customer Service: Evidence from Twitter. Information Systems Research 33(1):43-54. 

• Priyanga Gunarathne, Huaxia Rui, Abraham Seidmann (2018) When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry. MIS Quarterly, 42(2), 489-520. 

• Priyanga Gunarathne, Huaxia Rui, Abraham Seidmann (2017) Whose and What Social Media Complaints Have Happier Resolutions? Evidence from Twitter. Journal of Management Information Systems, 34(2), 314–340.

Working Papers and Work-in-Progress

• Signals That Matter: Gender, Content Framing, and Knowledge Engagement in Electronic Networks of Practice, with Ruba Aljafari, Sezgin Ayabakan, Samer Khader, and İbrahim Kulaç. 

• Identity-Conscious Value Signaling and the Unintended Complaint Burden on Social Media, with Chen Jing, Shuba Srinivasan, and Abraham Seidmann.

• AI Disclosure and Brand Evaluations, with Aravinda Garimella and Tiffany White.

• AI Disclosure and the Accountability Gap on Digital Platforms, with Chenjie (Jeremy) Wang and Narayan Ramasubbu.

• The Puzzle Effect: Unpacking Knowledge Contribution Dynamics in Online Professional Networks, with Yupei (Rachel) Hu and Narayan Ramasubbu.

Selected Peer-Reviewed Conference Proceedings

• The Puzzle Effect: How Difficulty Dimensions Shape Engagement in Professional Knowledge Communities, in Proceedings of the America’s Conference on Information Systems (AMCIS) 2026 (scheduled).

• Signals That Matter: Gender, Content Framing, and Engagement in Online Communities of Practice, with Ruba Aljafari, Sezgin Ayabakan, Samer Khader, and İbrahim Kulaç, in Proceedings of the 59th Hawaii International Conference on System Sciences (HICSS 2026).

• Racial Bias in Social Media Customer Service: Evidence from Twitter, with Huaxia Rui and Abraham Seidmann, in Proceedings of the 39th International Conference on Information Systems (ICIS 2018), December 13-16, 2018, San Francisco, California [Best Paper Award Nominee]

• What Drives Successful Complaint Resolutions on Social Media? Evidence from the Airline Industry, with Huaxia Rui and Abraham Seidmann, in Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS 2017), January 4-7, 2017, Hilton Waikoloa Village, Hawaii, ISSN: 978-0-9981331-0-2 [Best Paper Award Nominee].

• Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response, with Huaxia Rui and Abraham Seidmann,  in Proceedings of the 35th International Conference on Information Systems (ICIS 2014), December 14-17, 2014, Auckland, New Zealand. ISSN: 978-0-615-15788-7.

Research Grants

• $19,560 research grant from Ravi K. Mehrotra Institute of Business, Markets, and Society, Questrom School of Business, Boston University, for the project: From Self to Others: Customer Reactions to Firm DEI Promotions on Social Media.

• $23,000 research grant from Katz Graduate School of Business - Research with Impact Research Grants, for the project: Physician Communities of Practice: Examining Curbside Consultations on X.

• $9,500 research grant from the Gies College of Business, University of Illinois, 2022-2026, for the project: AI Disclosure and Brand Evaluations.