Paper Publications

• [1]Zhongpeng Cao,Liben Zhao*,Tong Su.Does it matter who owns the AI device? Impact of device ownership on customer dissatisfaction in AI service failure.Journal of Retailing and Consumer Services,2026, 90(March):104715
• [2]Zhongpeng Cao*,Kexin Yu,Lijun Guo,Yanyan Zhang.Round versus square: Exploring the influence of facial shape in robo-advisors on consumer acceptance of investment advice.Information & Management,2026, 63(2):104291
• [3]Zhongpeng Cao*,Kexin Yu.To facial or not to facial? From emoji to empathy in shaping customer satisfaction with chatbot service recovery.Journal of Retailing and Consumer Services,2026, 89(February):104633
• [4]曹忠鹏,,毕芸晞,杨帆.社会密度对消费者不确定性促销偏好的影响——感知控制的中介作用和群体同质性的调节作用.南开管理评论,2024, 27(07):39-49
• [5]曹忠鹏,,靳成雯,马菁,李雁晨.自助服务技术中虚拟代理人呈现对顾客准备的影响研究.南开管理评论,2020，23(04):73-83
• [6]Cao Zhongpeng,The impact of social visibility of VIP services on satisfaction.Journal of Services Marketing,2021, 35(5):647-656
• [7]Cao Zhongpeng,Qian Xiao*,Qian Xiao, Weiling Zhuang, Lina Wang.An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness.Journal of Services Marketing,2022, 36(2):129-142
• [8]曹忠鹏,,马慧楠,严兴全.聊天机器人服务失败中拟人化对顾客反应的影响.管理科学,2023, 36(1):106-118
• [9]曹忠鹏,,靳成雯,高波.顾客间接互动对基于技术的自助服务质量的影响.营销科学学报,2022, 2(1):12-29
• [10]曹忠鹏,,代祺,赵晓煜.公益事件营销中企业—消费者契合度和宣传侧重点影响效果研究.南开管理评论,2012, 15(06):62-71