148 обнаружил, что Тайленол: C. N. DeWall et al., «Acetaminophen Reduces Social Pain: Behavioral and Neural Evidence,» Psychological Science 21 (2010): 931–37.
148 употребление марихуаны: T. Deckman, C. N. DeWall, R. Gilman, B. Way, and S. Richman, «Can Marijuana Reduce Social Pain?» Social Psychological and Personality Science 5 (2014): 131–39.
148 менее склонны к помощи: J. M. Twenge, R. F. Baumeister, C. N. DeWall, N. J. Ciarocco, and J. M. Bartels, «Social Exclusion Decreases Prosocial Behavior,» Journal of Personality and Social Psychology 92 (2007): 56–66, https://doi.org/10.1037/0022–3514.92.1.56.
149 «покрытые кровью очки»: C. N. DeWall, J. M. Twenge, S. A. Gitter, and R. F. Baumeister, «It’s the Thought That Counts: The Role of Hostile Cognition in Shaping Aggressive Responses to Social Exclusion,» Journal of Personality and Social Psychology 96 (2009): 45–59.
150 стрельба в школе: M. R. Leary, R. M. Kowalski, L. Smith, and S. Phillips, «Teasing, Rejection, and Violence: Case Studies of the School Shootings,» Aggressive Behavior 29 (2003): 202–14.
150 объединяются, чтобы отомстить: I. van Beest, A. R. Carter-Sowell, E. van Dijk, and K. D. Williams, «Groups Being Ostracized by Groups: Is the Pain Shared, Is Recovery Quicker, and Are Groups More Likely to Be Aggressive?» Group Dynamics: Theory, Research, and Practice 16 (2012): 241–54, https://dx.doi.org/10.1037/a0030104.
151 в дальнейшем популярную книгу: R. I. Sutton, The No Asshole Rule (New York: Hachette, 2007), Kindle.
152 личностного теста Большая Пятерка: J. Hogan, P. Barrett, and R. Hogan, «Personality Measurement, Faking, and Employment Selection,» Journal of AppliedPsychology 92 (2007): 1270–85; J. Hogan and B. Holland, «Using Theory to Evaluate Personality and Job-Performance Relations: A Socioanalytic Perspective,» Journal of Applied Psychology 88 (2003): 100–112; and M. R. Barrick and M. K. Mount, «The Big Five Personality Dimensions and Job Performance: A Meta-analysis,» Personnel Psychology 44 (1991): 1–26.
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.
Глава 7: Угрозы интернета
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.
