Scientific Research

Research Field

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Paper Publications

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• 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
• 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
• 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
• 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
• 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
• Cao Zhongpeng,The impact of social visibility of VIP services on satisfaction.Journal of Services Marketing,2021, 35(5):647-656

Patents

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Published Books

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Research Projects

• 表情符号呈现对AI共情的影响研究，National education science planning (education department) project
• 自助服务技术（SSTs）情境下顾客抱怨和沉默和行为研究，国家自然科学基金
• 自助服务技术（SSTs）情境下服务失败和补救研究，国家自然科学基金