Priyanga Gunarathne

CV

Priyanga Gunarathne CV

Prior Education

• MS (Business Administration), Simon Business School, University of Rochester, USA (2014)
• MBA (Information Technology), University of Moratuwa, Sri Lanka (2011)
• BSc. Eng. (Hons) in Computer Science & Engineering, University of Moratuwa, Sri Lanka (2006)

Research Interests

• Social Media Analytics
• Big Data Analytics
• Machine Learning
• Deep Learning
• Natural Language Processing

Research Papers/Publications

Journal Publications

• Priyanga Gunarathne, Huaxia Rui, and Abraham Seidmann. “When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry,” MIS Quarterly (forthcoming)
• Priyanga Gunarathne, Huaxia Rui, and Abraham Seidmann. 2017. “Whose and What Social Media Complaints Have Happier Resolutions? Evidence from Twitter,” Journal of Management Information Systems (34:2), pp.314-340

Conferences/Workshops

• Priyanga Gunarathne, Huaxia Rui and Abraham Seidmann. “When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry,” In Proceedings of the Conference on Information Systems and Technology 2017 (CIST), October 21-22, 2017, Houston, Texas.
• Priyanga Gunarathne, Huaxia Rui, and Abraham Seidmann. “What Drives Successful Complaint Resolutions on Social Media? Evidence from the Airline Industry” In Proceedings of the 50^th Hawaii International Conference on System Sciences (HICSS), January 4-7, 2017, Hilton Waikoloa Village, Hawaii, ISSN: 978-0-9981331-0-2 [Nominated for the Best Paper Award]
• Priyanga Gunarathne, Huaxia Rui, and Abraham Seidmann. “When Social Media Meets Customer Service: Evidence from the Airline Industry” In Workshop on Information Systems and Economics 2015 (WISE), December 12-13, 2015, Dallas, Texas.
• Priyanga Gunarathne, Huaxia Rui, and Abraham Seidmann. “Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response” In Proceedings of the 48^th Hawaii International Conference on System Sciences (HICSS), January 5-8, 2015, Grand Hyatt, Kauai. pp. 3288-3297, ISSN: 1530-1605.
• Priyanga Gunarathne, Huaxia Rui, and Abraham Seidmann. “Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response” In Proceedings of the 35^th International Conference on Information Systems (ICIS), December 14-17, 2014, Auckland, New Zealand. ISSN: 978-0-615-15788-7.
• Priyanga Gunarathne and Sanath Jayasena. “Ethical Decision Making in an Information Technology Context: Influences on the Bankers in Sri Lanka”, In Proceedings of the 8^th International Conference on Business Management 2011 (ICBM), Colombo, Sri Lanka, pp. 454-462, ISSN: 2235-9761.