147 в тестах на интеллект: R. F. Baumeister, J. M. Twenge, and C. K. Nuss, «Effects of Social Exclusion on Cognitive Processes: Anticipated Aloneness Reduces Intelligent Thought,» Journal of Personality and Social Psychology 83 (2002): 817–27, https://doi.org/10.1037/0022–3514.83.4.817.
147 достаточно сдержанной: J. M. Twenge, K. R. Catanese, and R. F. Baumeister, «Social Exclusion and the Deconstructed State: Time Perception, Meaninglessness, Lethargy, Lack of Emotion, and Self-Awareness,» Journal of Personality and Social Psychology 85 (2003): 409–23, https://doi.org/10.1037/0022–3514.85.3.409, and G. C. Blackhart, B. C. Nelson, M. L. Knowles, and R. F. Baumeister, «Rejection Elicits Emotional Reactions but Neither Causes Immediate Distress nor Lowers Self-Esteem: A Meta-analytic Review of 192 Studies on Social Exclusion,» Personality and Social Psychology Review 13 (2009): 269–309.
147 сердцебиения: B. Gunther Moor, E. A. Crone, and M. W. van der Molen, «The Heartbrake of Social Rejection: Heart Rate Deceleration in Response to Unexpected Peer Rejection,» Psychological Science 21 (2010): 1326–33.
147 Физические ощущения людей притуплялись: C. N. DeWall and R. F. Baumeister, «Alone but Feeling No Pain: Effects of Social Exclusion on Physical Pain Tolerance and Pain Threshold, Affective Forecasting, and Interpersonal Empathy,» Journal of Personality and Social Psychology 91 (2006): 1–15, https://doi.org/10.1037/0022–3514.91.1.1.
147 в видеоигру «Кибер-мяч»: N. I. Eisenberger, M. D. Lieberman, and K. D. Williams, «Does Rejection Hurt? An fMRI Study of Social Exclusion,» Science 302 (2003): 290–92. See also N. I. Eisenberger, J. M. Jarcho, M. Lieberman, and B. D Naliboff, «An Experimental Study of Shared Sensitivity to Physical Pain and Social Rejection,» Pain 126 (2006): 132–38, https://doi.org/10.1016/j.pain.2006.06.024.
148 романтический партнер: H. E. Fisher et al., «Reward, Addiction, and Emotion Regulation Systems Associated with Rejection in Love,» Journal of Neurophysiology 104 (2010): 51–60, and E. Kross, M. G. Berman, W. Mischel, E. E. Smith, and T. D. Wager, «Social Rejection Shares Somatosensory Representations with Physical Pain,» Proceedings of the National Academy of Sciences 108 (2011): 6270–75, https://doi.org/10.1073/pnas.1102693108.
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.
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.