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.

Глава 8: Принцип Поллианны

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.

181 полдюжины европейцев: S. Van Goozen and N. H. Frijda, «Emotion Words Used in Six European Countries,» European Journal of Social Psychology 23 (1993): 89–95.

181 просмотрели словари: J. R. Averill, «On the Paucity of Positive Emotions,» in Advances in the Study of Communication and Affect, vol. 6, ed. K. Blankstein, P. Pliner, and J. Polivy (New York: Plenum, 1980), 745, and J. A. Russell, «Culture and the Categorization of Emotions,» Psychological Bulletin 110 (1991): 426–50, https://dx.doi.org/10.1037/0033–2909.110.3.426.

181 подсчитать слова: T. Bontranger, «The Development of Word Frequency Lists Prior to the 1944 Thorndike-Lorge List,» Reading Psychology 12 (1991): 91–116; R. B. Zajonc, «Attitudinal Effects of Mere Exposure,» Journal of Personality and Social Psychology 9 (1968): 1–27; and E. L. Thorndike and I. Lorge, The Teacher’s Wordbook of 30,000 Words (New York: Teachers College, Columbia University, 1944).

182 в 1969 работу: J. Boucher and C. E. Osgood, «The Pollyanna Hypothesis,» Journal of Verbal Learning and Verbal Behavior 8 (1969): 1–8.

182 поллианнаизм снова стал править: I. M. Kloumann, C. M. Danforth, K. D. Harris, C. A. Bliss, and P. S. Dodds, «Positivity of the English Language,» PLoS ONE 7 (2012): e29484, https://doi.org/10.1371/journal.pone.0029484. См. также исследования, использовавшее поисковик Google, чтобы определить частоту позитивного уклона в эмоциональных словах на английских, немецких и испанских сайтах:: D. Garcia, A. Garas, and F. Schweitzer, «Positive Words Carry Less Information Than Negative Words,» EPJ Data Science 1 (2012): 3, https://arxiv.org/abs/1110.4123.