Джон Тирни - Эффект негативности. Как способность замечать плохое трансформирует нашу реальность

153 «гипотезой треугольника»: H. H. Kelley and A. J. Stahelski, «Social Interaction Basis of Cooperators’ and Competitors’ Beliefs About Others,» Journal of Personality and Social Psychology 16 (1970): 66–91.

154 юный Стив Джобс:W. Isaacson, Steve Jobs (New York: Simon & Schuster, 2011), 43.

155 В Men’s Wearhouse: Sutton, No Asshole Rule, chap. 3, Kindle.

159 Отель Солнечного света: Материал об отеле Касабланка взять из интервью Адель Гутман, вице-президента the Library Hotel Collection, и Джона Табоада, генерального менеджера отеля Касабланка, а также https://casablancahotel.com/ and reviews and ratings at TripAdvisor, https://www.tripadvisor.com/Hotel_Review-g60763-d113317-Reviews-Casablanca_Hotel_by_Library_Hotel_Collection-New_York_City_New_York.html.

161 « получаю слезные звонки»: Interview with Adryenn Ashley.

162 проверяли его эффект: M. Lee and S. Youn, «Electronic Word of Mouth (eWOM): How eWOM Platforms Influence Consumer Product Judgement,» International Journal of Advertising 28 (2009): 473–99, https://vdocuments.site/electronic-word-of-mouth-ewom-how-ewom-platforms-influence-consumer-product-judgement.html.

163 планирующие отпуск: A. Papathanassis and F. Knolle, «Exploring the Adoption and Processing of Online Holiday Reviews: A Grounded Theory Approach,» Tourism Management 32 (2011): 215–24.

163 Имеют значение: J. Lee, D. Park, and I. Han, «The Effect of Negative Online Consumer Reviews on Product Attitude: An Information Processing Review,» Electronic Commerce Research and Applications 7 (2008): 341–52.

163 тренды на Amazon: J. A. Chevalier and D. Mayzlin, «The Effect of Word of Mouth on Sales: Online Book Reviews,» Journal of Marketing Research 43 (2006): 345–54.

163 старомодного сарафанного радио: J. Goodman and S. Newman, «Understand Customer Behavior and Complaints,» Quality Progress 36 (2003): 51–55; E. W. Anderson, «Customer Satisfaction and Word of Mouth,» Journal of Service Research 1 (1998): 5–17, https://doi.org/10.1177/109467059800100102; R. East, K. Hammond, and M. Wright, «The Relative Incidence of Positive and Negative Word of Mouth: A Multi-category Study,» International Journal of Research in Marketing 24 (2007): 175–84; and T. O. Jones and W. E. Sasser, «Why Satisfied Customers Defect,» Harvard Business Review (November – December 1995), https://hbr.org/1995/11/why-satisfied-customers-defect.

163 с 1980-х в «Xerox»: J. L. Heskett, W. E. Sasser, and L. A. Schlesinger, The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (New York: Free Press, 1997), Kindle.

164 бизнес-школы Гарварда: Jones and Sasser, «Why Satisfied Customers Defect»; and Heskett, Sasser, and Schlesinger, Service Profit Chain.

164 музыкант Дэйв Кэрролл: Gulliver, «Did Dave Carroll Lose United Airlines $180m?» Economist, July 24, 2009, https://www.economist.com/gulliver/2009/07/24/did-dave-carroll-lose-united-airlines-180m.

164 написал песню: D. Carroll, «United Breaks Guitars,» YouTube, https://www.youtube.com/watch?v=5YGc4zOqozo.

165 Когда McDonald’s захотел: K. Hill, «#McDStories: When a Hashtag Becomes a Bashtag,» Forbes, January 24, 2012, https://www.forbes.com/sites/kashmirhill/2012/01/24/mcdstories-when-a-hashtag-becomes-a-bashtag/#5eac3887ed25.

165 средний рейтинг отзывов: ReviewTrackers, «2018 ReviewTrackers Online Reviews Survey: Statistics and Trends,» https://www.reviewtrackers.com/online-reviews-survey/, and G. A. Fowler, «When 4.3 Stars Is Average: The Internet’s Grade-Inflation Problem,» Wall Street Journal, April 5, 2017, https://www.wsj.com/articles/when-4–3-stars-is-average-the-internets-grade-inflation-problem-1491414200.

165 « общественного саморазвития»: A. C. Wojnicki and D. Godes, «Signaling Success: Word of Mouth as Self-Enhancement,» Customer Needs and Solutions 4 (2017): 68–82.

166 «О хвастунах и сплетнях»: M. De Angelis, A. Bonezzi, A. M. Peluso, D. D. Rucker, and M. Costabile, «On Braggarts and Gossips: A Self-Enhancement Account of Word-of-Mouth Generation and Transmission,» Journal of Marketing Research 49 (2012): 551–63, https://doi.org/10.1509/jmr.11.0136.

166 коротком анимационном фильме с фигурками из пластилина: A. E. Schlosser, «Posting Versus Lurking: Communicating in a Multiple Audience Context,» Journal of Consumer Research 32 (2005): 260–65, https://doi.org/10.1086/432235.

167 со временем рейтинги падают: X. Li and L. M. Hitt, «Self-Selection and Information Role of Online Product Reviews,» Information Systems Research 19 (2008): 456–74, https://dx.doi.org/10.1287/isre.1070.0154; W. Moe and M. Trusov, «The Value of Social Dynamics in Online Product Ratings Forums,» Journal of Marketing Research 48 (2011): 444–56, https://doi.org/10.1509/jmkr.48.3.444; and D. Godes and J. Silva, «Sequential and Temporal Dynamics of Online Opinion,» Marketing Science 31 (2012): 448–73, https://doi.org/10.1287/mksc.1110.0653.

167 меньшинство активистов: W. Moe and D. Schweidel, «Online Product Opinions: Incidence, Evaluation, and Evolution,» Marketing Science 31 (2012): 372–86.

167 пятая часть американцев:YouGov Omnibus Survey, January 2014, https://today.yougov.com/topics/lifestyle/articles-reports/2014/01/22/21-americans-have-reviewed-products-and-services-t.

167 исследование сравнило отзывы: E. T. Anderson and D. I. Simester, «Reviews Without a Purchase: Low Ratings, Loyal Customers, and Deception,» Journal of Marketing Research 51 (2014): 249–69, https://doi.org/10.1509/jmr.13.0209.

167 несколько моментов: Anderson and Simester, «Reviews Without a Purchase,» and M. Ott, Y. Choi, C. Cardie, and J. Hancock, «Finding Deceptive Opinion Spam by Any Stretch of the Imagination,» Proceedings of the 49th Annual Meeting of the Association for Computational Linguistics (Stroudsburg, PA: Association for Computational Linguistics, 2011): 309–19.

167 канадский сайт Amazon: A. Harmon, «Amazon Glitch Unmasks War of Reviewers,» New York Times, February 14, 2004, https://www.nytimes.com/2004/02/14/us/amazon-glitch-unmasks-war-of-reviewers.html.

168 реклама на Craigslist:M. Willett, «A Craigslist Ad Is Offering $25 for Fake Yelp Reviews of NYC Restaurants,» Business Insider, May 14, 2013.

168 за $5: K. Knibbs, «If You Can’t Spare $25 for a Fake Yelp Review, There’s Plenty Available for $5,» Digital Trends, May 14, 2013, https://www.digitaltrends.com/social-media/fake-yelp-reviews/#!K80fU.

168 Британский консультант: Interview with Chris Emmins, director and cofounder of KwikChex, https://kwikchex.com/, and O. Smith, «TripAdvisor Under Fire over Fraud Detection,» Telegraph, March 22, 2012, https://www.telegraph.co.uk/travel/news/TripAdvisor-under-fire-over-fraud-detection/.

168 Диной Мейзлин: D. Mayzlin, Y. Dover, and J. Chevalier, «Promotional Reviews: An Empirical Investigation of Online Review Manipulation,» American Economic Review 104 (2014): 2421–55.

169 снижать стоимость номера на десять процентов: C. Anderson, «The Impact of Social Media on Lodging Performance,» Cornell Hospitality Report 12 (2012): 6–11; H. Öğüt and B. Taş, «The Influence of Internet Customer Reviews on Online Sales and Prices in the Hotel Industry,» Service Industries Journal 32 (2012): 197–214; and E. N. Torres, D. Singh, and A. Robertson-Ring, «Consumer Reviews and the Creation of Booking Transaction Value: Lessons from the Hotel Industry,» International Journal of Hospitality Management 50 (2015): 77–83.169 owners of Botto Bistro: Botto Bistro Facebook page, https://www.facebook.com/bottobistro/, and Botto Bistro Yelp page, https://www.yelp.com/biz/botto-italian-bistro-richmond-9.

170 лекции в бизнес-школах: A. Gutman, «Library Hotel Collection: 5 Secrets to Brand Reputation Building,» ReviewPro Case Studies, January 21, 2019, https://www.reviewpro.com/blog/category/case-studies/, and A. Gutman, «Best Practices in Reputation Management: Whose Job Is It Anyway?» Hotel Business Review, February 17, 2013, https://www.hotelexecutive.com/business_review/3353/best-practices-in-reputation-management-whose-job-is-it-anyway.

172 проводящих собеседования: B. I. Bolster and B. M. Springbett, «The Reaction of Interviewers to Favorable and Unfavorable Information,» Journal of Applied Psychology 45 (1961): 97–103.

172 в ледяной воде: B. L. Fredrickson and D. Kahneman, «Duration Neglect in Retrospective Evaluations of Affective Episodes,» Journal of Personality and Social Psychology 65 (1993): 45–55.

172 о реакциях пациентов: D. A. Redelmeier and D. Kahneman, «Patients’ Memories of Painful Medical Treatments: Real-Time and Retrospective Evaluations of Two Minimally Invasive Procedures,» Pain 66 (1996): 3–8, https://doi.org/10.1016/0304–3959(96)02994-6, and D. A. Redelmeier, J. Katz, and D. Kahneman, «Memories of Colonoscopy: A Randomized Trial,» Pain 104 (2003): 187–94, https://doi.org/10.1016/S0304–3959(03)00003-4.

172 исследователи из Дармута: A. M. Do, A. V. Rupert, and G. Wolford, «Evaluations of Pleasurable Experiences: The Peak-End Rule,» Psychonomic Bulletin & Review 15 (2008): 96–98.

173 исследователи в Южной Корее:H. Lee and R. S. Dalal, «The Effects of Performance Extremities on Ratings of Dynamic Performance,» Human Performance 24 (2011): 99–118.

176 отзывы на TripAdvisor:C. Anderson and S. Han, «Hotel Performance Impact of Socially Engaging with Consumers,» Cornell Hospitality Report 16 (2016): 3–9.

179 роман 1913: E. H. Porter, Pollyanna (Boston: Louis Coues Page, 1913).

179 мгновенным бестселлером: R. Graham, «How We All Became Pollyannas (and Why We Should Be Glad About It),» Atlantic, February 26, 2013, https://www.theatlantic.com/entertainment/archive/2013/02/how-we-all-became-pollyannas-and-why-we-should-be-glad-about-it/273323/.

180 позже Мэрион отметила: F. Marion, Off with Their Heads! A Serio-Comic Tale of Hollywood (New York: Macmillan, 1972), 67.

181 Д. У. Гриффит: C. Keil, ed., A Companion to D. W. Griffith (Hoboken, NJ: Wiley, 2018), 61.

181 Исследования в Чикаго: R. W. Schrauf and J. Sanchez, «The Preponderance of Negative Emotion Words in the Emotion Lexicon: A Cross-Generational and Cross-Linguistic Study,» Journal of Multilingual and Multicultural Development 25 (2004): 266–84, https://doi.org/10.1080/01434630408666532.