HKUBS_Standard_Coloured_Shield_Blue_Text_Logo - 380
  • Global Presence
  • About Us
        • About us about us
        • A Premier Business School in Asia with Global Influence
        • Overview
          • Message from the Dean
          • Vision & Mission
          • Milestones
          • Partnerships & Global Network
          • Beta Gamma Sigma HKU Chapter
          • Rankings & Accreditations
          • Corporate Collaboration
        • Leadership
          • Faculty Management
          • International Advisory Council
        • Our Stories
        • Contact Us
        • Staff Portal
        • Campuses
  • Programmes
        • Programmes programmes
        • Diversified Learning Experience Empowers our Students
        • Undergraduate
        • Masters
          • MAA
          • MAcct
          • MCGRM
          • MEcon
          • MFWM
          • MFin
          • MFFinTech
          • MGM
          • MSAF
          • MSc(BA)
          • MScMktg
          • MWM
        • MBAs & EMBAs
          • MBA
          • IMBA
          • HKU EMBA
        • PhD
        • Executive Education
        • DBA
  • People
        • People people
        • International Faculty Body that Offers Quality Education
        • Faculty
        • Post-Doctoral Fellows
        • Demonstrators/ Teaching Assistants
        • Research Postgraduate Students
        • Administration
  • Research
        • Research research
        • Lead the Frontier of Knowledge Creation
        • Thought Leadership
          • Latest Research Publications
          • HKEJ Column
          • FT Chinese Column
          • In the Media
        • Academic Areas
        • Faculty Members
        • Research Grants
        • Seminars & Conferences
          • Edward K Y Chen Distinguished Lecture Series
        • Research Centres & Institutes
        • Hong Kong Macroeconomics Forecast
        • HKU Knowledge Exchange
        • HKU Scholars Hub
        • Shenzhen Research Institutes
  • Events
  • Media
        • Media media
        • Inspire the Society and Community with Rigorous Insights
        • School News
        • In the Media
        • Press Release
  • Career
        • Career career
        • Fostering Strategic Partnerships and Talent Development
        • Recruit our Talents
        • Student Career Development
        • Career Opportunities
          • Faculty Recruitments
          • HKU Career Site
  • 繁
  • 简
Type To Search
HKUBS_Standard_Coloured_Shield_Blue_Text_Logo - 380
Type To Search
  • Global Presence
  • About Us
        • About us about us
        • A Premier Business School in Asia with Global Influence
        • Overview
          • Message from the Dean
          • Vision & Mission
          • Milestones
          • Partnerships & Global Network
          • Beta Gamma Sigma HKU Chapter
          • Rankings & Accreditations
          • Corporate Collaboration
        • Leadership
          • Faculty Management
          • International Advisory Council
        • Our Stories
        • Contact Us
        • Staff Portal
        • Campuses
  • Programmes
        • Programmes programmes
        • Diversified Learning Experience Empowers our Students
        • Undergraduate
        • Masters
          • MAA
          • MAcct
          • MCGRM
          • MEcon
          • MFWM
          • MFin
          • MFFinTech
          • MGM
          • MSAF
          • MSc(BA)
          • MScMktg
          • MWM
        • MBAs & EMBAs
          • MBA
          • IMBA
          • HKU EMBA
        • PhD
        • Executive Education
        • DBA
  • People
        • People people
        • International Faculty Body that Offers Quality Education
        • Faculty
        • Post-Doctoral Fellows
        • Demonstrators/ Teaching Assistants
        • Research Postgraduate Students
        • Administration
  • Research
        • Research research
        • Lead the Frontier of Knowledge Creation
        • Thought Leadership
          • Latest Research Publications
          • HKEJ Column
          • FT Chinese Column
          • In the Media
        • Academic Areas
        • Faculty Members
        • Research Grants
        • Seminars & Conferences
          • Edward K Y Chen Distinguished Lecture Series
        • Research Centres & Institutes
        • Hong Kong Macroeconomics Forecast
        • HKU Knowledge Exchange
        • HKU Scholars Hub
        • Shenzhen Research Institutes
  • Events
  • Media
        • Media media
        • Inspire the Society and Community with Rigorous Insights
        • School News
        • In the Media
        • Press Release
  • Career
        • Career career
        • Fostering Strategic Partnerships and Talent Development
        • Recruit our Talents
        • Student Career Development
        • Career Opportunities
          • Faculty Recruitments
          • HKU Career Site
HKUBS_Standard_Coloured_Shield_Blue_Text_Logo - 380
  • Global Presence
  • About Us
    • Overview
      • Message from the Dean
      • Vision & Mission
      • Milestones
      • Partnerships & Global Network
      • Beta Gamma Sigma HKU Chapter
      • Rankings & Accreditations
      • Corporate Collaboration
    • Leadership
      • Faculty Management
      • International Advisory Council
    • Our Stories
    • Contact Us
    • Staff Portal
    • Campuses
  • Programmes
    • Undergraduate
    • Masters
      • MAA
      • MAcct
      • MCGRM
      • MEcon
      • MFWM
      • MFin
      • MFFinTech
      • MGM
      • MSAF
      • MSc(BA)
      • MScMktg
      • MWM
    • MBAs & EMBAs
      • MBA
      • IMBA
      • HKU EMBA
    • DBA
    • PhD
    • Executive Education
  • People
    • Faculty
    • Post-Doctoral Fellows
    • Demonstrators/ Teaching Assistants
    • Research Postgraduate Students
    • Administration
  • Research
    • Thought Leadership
      • Latest Research Publications
      • HKEJ Column
      • FT Chinese Column
      • In the Media
    • Academic Areas
    • Faculty Members
    • Research Grants
    • Seminars & Conferences
      • Edward K Y Chen Distinguished Lecture Series
    • Research Centres & Institutes
    • Hong Kong Macroeconomics Forecast
    • HKU Knowledge Exchange
    • HKU Scholars Hub
    • Shenzhen Research Institutes
  • Events
  • Media
    • School News
    • In the Media
    • Press Release
  • Career
    • Recruit our Talents
    • Student Career Development
    • Career Opportunities
      • Faculty Recruitments
      • HKU Career Site

Events

Home Events
“The Value of Humanization in Customer Service” by Mr. Yang Gao
28Sep
SOB Seminar Calendar, Information and Innovation Management

“The Value of Humanization in Customer Service” by Mr. Yang Gao

Monday, 28 September 2020 | 10:00 a.m. — 11:30 a.m.
online seminar
Share on TwitterShare on FacebookShare on WhatsappShare on LinkedInShare on Email
IIM Seminar
Speaker:
  • Mr. Yang Gao
    Ph.D. Candidate in Information Systems
    Simon Business School
    University of Rochester
Abstract :

Recent advances in information technologies have put customer service, especially text-based ones, at the forefront of a new wave of service automation. As algorithms become increasingly capable of handling customer service queries, customers are often uncertain whether they are served by humans, and managers are left to question the value of keeping human agents once the technology matures. The current paper studies this important and timely question by quantifying how a simple policy change that enhances customers’ perception of them being served by human agents affects customer service interactions. Our identification strategy hinges on the abrupt implementation by Southwest Airlines of a signature policy, which requires the inclusion of an agent’s first name in responses to customer queries on Twitter, thereby making the agent more humanized in the minds of customers. Various empirical analyses consistently show that customers are more willing to engage, and upon engagement, more likely to reach a resolution, when agents are perceived as more humanized. Furthermore, we find no evidence of elevated verbal aggression from customers to more humanized agents, hence humanization seems to incur no additional cost to agents. Therefore, our findings suggest a readily available and almost costless strategy for customer service provision on social media: signal humanization through a signature of each agent. Despite the increasing trend of automating customer service, our study reveals the importance of humanization, which can at least be partly interpreted by our bias in favor of humans when it comes to customer service.

 

Live Webinar with HKU MBA Alumni - MBA Journey: Opportunities and ChallengesSep 26, 2020
"Promotion Speed, Desire to Prove, and Risk Taking: A Study across Hierarchical Levels and cultures" by Dr. Zhi HuangTuesday, 29 September 2020
Other Events
214th Congregation (Summer Congregation 2025)
7Jul-8Jul
Faculty Level | Event
214th Congregation (Summer Congregation 2025)
Grand Hall, Centennial Campus, HKU
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
18Jun
Economics | Seminar
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
18 June 2025 | 2:15 PM - 3:30 PM
KK 910 K. K. Leung Building, HKU
Prof. Katsumi Shimotsu
“The Value of Humanization in Customer Service” by Mr. Yang Gao
Monday, 28 September 202010:00 a.m. — 11:30 a.m.
online seminar
Sign up for upcoming news and events
LinkedIn WeChat Instagram Facebook Weibo Twitter YouTube

©2025, HKU Business School. All Rights Reserved. | Privacy Policy | Web Accessibility Statement