Эффект негативности. Как способность замечать плохое трансформирует нашу реальность

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.