Сила в доверии. Как создать и не потерять один из самых важных нематериальных активов компании - Сандра Сачер
122
Newton, “This Is Uber’s Playbook.”
123
Newton, “This Is Uber’s Playbook.”
124
Alba, “The Many, Many Ways Uber Screwed Up.”
125
Cassandra Khaw, “Uber Accused of Booking 5,560 Fake Lyft Rides,” Verge, August 12, 2014, www.theverge.com/2014/8/12/5994077/uber-cancellation-accusations.
126
От англ. gamify — превращать в игру, представлять в виде игры. Прим. ред.
127
Noam Scheiber, “How Uber Uses Psychological Tricks to Push Its Drivers’ Buttons,” New York Times, April 2, 2017, www.nytimes.com/interactive/2017/04/02/technology/uber-drivers-psychological-tricks.html.
128
Scheiber, “How Uber Uses Psychological Tricks.”
129
Sucher and McManus, “The Ritz-Carlton,” 12.
130
Sucher and McManus, “The Ritz-Carlton,” 23.
131
Dawn Bailey, “Is the Customer Really Always Right? A Hotel Company Invests in Its Employees First,” NIST, July 27, 2017, www.nist.gov/blogs/blogrige/customer-really-always-right-hotel-company-invests-its-employees-first.
132
Sucher and McManus, “The Ritz-Carlton,” 6.
133
Aarian Marshall, “New York City Goes After Uber and Lyft,” Wired, August 8, 2010, www.wired.com/story/new-york-city-cap-uber-lyft/.
134
Henry Goldman, “NYC Mayor Seeks to Extend Uber, Lyft Limits to Combat Congrestion,” Bloomberg, June 12, 2019, www.bloomberg.com/news/articles/2019-06-12/nyc-mayor-seeks-to-extend-uber-lyft-limits-to-combat-congestion.
135
Andrew J. Hawkins, “New York City Extends Its Cap on New Uber and Lyft Vehicles,” Verge, August 7, 2019, www.theverge.com/2019/8/7/20758796/nyc-uber-lyft-cap-extended-tlc-de-blasio.
136
Jonathan Stempel, “Uber Sues New York City over Cruising and Licensing Caps,” Reuters, September 20, 2019, www.reuters.com/article/us-uber-new-york/uber-sues-new-york-city-over-cruising-and-licensing-caps-idUSKBN1W52AV.
137
Elizabeth Kim, “Judge Strikes Down De Blasio’s Cruising Time Caps on Uber, Lyft,” Gothamist, December 24, 2019, https://gothamist.com/news/judge-strikes-down-de-blasios-cruising-time-restrictions-uber-lyft.
138
Holson, “To Delete or Not to Delete.”
139
Uber, “Uber Announces Results for Fourth Quarter and Full Year 2019,” February 6, 2020, https://investor.uber.com/news-events/news/press-release-details/2020/Uber-Announces-Results-for-Fourth-Quarter-and-Full-Year-2019/.
140
Heather Somerville, “Study Finds Uber’s Growth Slows After Year of Scandal; Lyft Benefits,” Reuters, May 14, 2018, www.reuters.com/article/us-uber-growth/study-finds-ubers-growth-slows-after-year-of-scandal-lyft-benefits-idUSKCN1IF31A.
141
Somerville, “Study Finds.”
142
Rani Molla, “Lyft Has Eaten into Uber’s U.S. Market Share, New Data Suggests,” Vox, December 12, 2018, www.vox.com/2018/12/12/18134882/lyft-uber-ride-car-market-share.
143
Elizabeth Schulze, “Uber Drivers’ Strike Takes Off in Front of Company Headquarters Ahead of $90 Billion IPO,” CNBC, May 8, 2019, www.cnbc.com/2019/05/08/uber-drivers-strike-over-low-wages-benefits-ahead-of-ipo.html.
144
Kate Conger, “Uber’s First Earnings Report After I.P.O.: $1 Billion Loss,” New York Times, May 30, 2019, www.nytimes.com/2019/05/30/technology/uber-earnings-report.html.
145
Mindy Scheier, “How Adaptive Clothing Empowers People with Disabilities,” TED [video], November 2017, www.ted.com/talks/mindy_scheier_how_adaptive_clothing_empowers_people_with_disabilities/transcript.
146
Scheier, “How Adaptive Clothing Empowers.”
147
Centers for Disease Control and Prevention, “Disability Impacts All of Us,” accessed November 13, 2020, www.cdc.gov/ncbddd/disabilityandhealth/infographic-disability-impacts-all.html.
148
Cindy Boren, “A Timeline of Colin Kaepernick’s Protests Against Police Brutality, Four Years After They Began,” Washington Post, August 26, 2020, www.washingtonpost.com/sports/2020/06/01/colin-kaepernick-kneeling-history/.
149
The State of Fashion 2019 (New York: McKinsey & Company), 47, accessed April 24, 2020, www.mckinsey.com/~/media/McKinsey/Industries/Retail/Our%20Insights/The%20State%20of%20Fashion%202019%20A%20year%20of%20awakening/The-State-of-Fashion-2019-final.pdf.
150
Mike Gröndahl, Keith Collins, and James Glanz, “The Dangerous Flaws in Boegin’s Automated System,” New York Times, April 4, 2019, www.nytimes.com/interactive/2019/03/29/business/boeing-737-max-8-flaws.html.
151
David Gelles, “‘I Honestly Don’t Trust Many People at Boeing’: A Broken Culture Exposed,” New York Times, January 10, 2020, www.nytimes.com/2020/01/10/business/boeing-737-employees-messages.html.
152
Kevin Granville, “Facebook
and Cambridge Analytica: What You Need to Know as Fallout Widens,” New York Times, March 19, 2018, www.nytimes.com/2018/03/19/technology/Facebook-cambridge-analytica-explained.html?mtrref=www.google.com, accessed October 2018.153
Martha C. Nussbaum, Love’s Knowledge: Essays on Philosophy and Literature (New York: Oxford University Press, 1990), 163.
154
Matthew Huston, “Selfishness Is Learned,” Nautilus, June 9, 2016, http://nautil.us/issue/37/currents/selfishness-is-learned.
155
David G. Rand, Joshua D. Greene, and Martin A. Nowak, “Spontaneous Giving and Calculated Greed,” Nature 489, no. 7416 (2012): 427–430.
156
David G. Rand, “Cooperation, Fast and Slow: Meta-Analytic Evidence for a Theory of Social Heuristics and Self-Interested Deliberation,” Psychological Science 27, no. 9 (2016): 1192–1206.
157
Ernst Fehr and Ivo Schurtenberger, “Normative Foundations of Human Cooperation,” Nature Human Behaviour 2, no. 7 (2018): 458–486.
158
Daniel L. Ames and Susan T. Fiske, “Intentional Harms Are Worse, Even When They’re Not,” Psychological Science 24, no. 9 (September 2013): 1755–1762.
159
Daniel L. Ames and Susan T. Fiske, “Perceived Intent Motivates People to Magnify Harms,” PNAS 112, no. 12 (March 2015): 3599–3605.
160
Casey Newton, “This Is Uber’s Playbook for Sabotaging Lyft,” Verge, August 26, 2014, www.theverge.com/2014/8/26/6067663/this-is-ubers-playbook-for-sabotaging-lyft.
161
“Test Act,” Encyclopedia Britannica, accessed April 30, 2020, www.britannica.com/topic/test-act.
162
Richard Turnbull, Quaker Capitalism: Lessons for Today (Oxford: Centre for Enterprise, Markets and Ethics, 2014), 14, http://theceme.org/wp-content/uploads/2015/07/Quaker-Capitalism.pdf.
163
Niko Matouschek, “If You’re Getting Ripped Off, It’s Not Surprising,” Kellogg School of Management, accessed April 30, 2020, www.kellogg.northwestern.edu/trust-project/videos/matouschek-ep-3.aspx.
164
“Doing Business the Quaker Way,” Forbes, October 9, 2009, www.forbes.com/2009/10/09/quaker-business-meetings-leadership-society-friends.html#375dfe4e29fa.
165
“Doing Business the Quaker Way.”
166
Turnbull,
