Research

Working papers

[1] Ship-then-shop as a promotional tool: Evidence from an online omnichannel fashion retailer.

Wang, Y., & Lu, L. X.

Major revision (round 2), Management Science.

SSRN

[2] Generative AI in action: Field experimental evidence from Alibaba's customer service operations.

Ni, X., Wang, Y., Feng, T., Lu, L. X., Wang, Y., & Zhou, C.

Major revision (round 2), Management Science.

First place, POMS College of Service Operations Best Student Paper Competition, 2026 (student: Xiao Ni).

SSRN · arXiv

[3] Agentic AI and human-in-the-loop interventions: Field experimental evidence from Alibaba's customer service operations.

Wang, Y., Zhu, C., Feng, T., Lu, L. X., & Jia, B.

Major revision (round 1), Operations Research.

Best paper nomination, INFORMS CIST, 2026.

Finalist, INFORMS Service Science Section Best Student Paper Competition, 2026 (student: Chuan Zhu).

Conference acceptances: CIST (2026); WISE (2026).

SSRN · arXiv

[4] AI persona, service consumption, and user intent entropy: Field experimental evidence from an LLM platform.

Li, J., Li, X., Lu, L. X., Wang, Y., & Yang, B.

Under review, Manufacturing & Service Operations Management.

SSRN · arXiv

Peer-reviewed publications

[5] Product design enhancement for fashion retailing.

Wang, Y., Choudhary, V., & Yin, S. (2023).

Service Science, 15(3), 157-171.

Journal · SSRN

[6] Does customer email engagement improve profitability? Evidence from a field experiment in subscription service retailing.

Wang, Y., Lu, L. X., & Shi, P. (2022).

Manufacturing & Service Operations Management, 24(5), 2703-2721.

Journal · SSRN

Other publications

[7] Reproducibility in Management Science.

Fišar, M., Greiner, B., Huber, C., Katok, E., Ozkes, A. I., & Management Science Reproducibility Collaboration (including Wang, Y.). (2024).

Management Science, 70(3), 1343-1356.

Journal · SSRN

Funding

National Natural Science Foundation of China (NSFC), Young Scientists Fund (Category C), 2025-2027

Zhejiang Provincial Philosophy and Social Sciences Planning Major Project, 2025-2026

National Think Tank Key Research Project, 2024-2025

Long US–China Research Fund (梁仕源、梁秀莲中美科研基金), 2018

Research presentations

[1] Agentic AI and human-in-the-loop interventions: Field experimental evidence from Alibaba's customer service operations.

Conference presentations: POMS Annual Meeting (2026); CSAMSE Annual Meeting (2026).

[2] Generative AI in action: Field experimental evidence from Alibaba's customer service operations.

Conference presentations: POMS Hong Kong (2025, 2026); POMS Annual Meeting (2026).

[3] Ship-then-shop as a promotional tool: Evidence from an online omnichannel fashion retailer.

Conference presentations: INFORMS Annual Meeting (2020, 2024, 2025); POMS Annual Meeting (2021, 2023); POMS China (2023); POMS Hong Kong (2024); ISMS Marketing Science Conference (2024).

[4] Does customer email engagement improve profitability? Evidence from a field experiment in subscription service retailing.

Invited seminars: Santa Clara University (2021); University of San Diego (2021); Chinese University of Hong Kong, Shenzhen (2021); University of Science and Technology of China (2021); Shanghai University of Finance and Economics (2021); Zhejiang University (2021, 2023); University of Waterloo (2022).

Conference presentations: INFORMS Annual Meeting (2020, 2021); POMS Annual Meeting (2021); POMS China (2022); CSAMSE Annual Meeting (2022).

[5] Product design enhancement for fashion retailing.

Conference presentations: INFORMS Annual Meeting (2016, 2017); CSAMSE Annual Meeting (2016, 2018); SoCal OR/OM Day (2019).