Read full paper at: http://www.scirp.org/journal/PaperInformation.aspx?PaperID=49164#.VJJND8nQrzE Author(s) E. G. Aminev 1* , Qing Wang 2* Affiliation(s) 1 Hi-Tech Psychology Central Institute, HiTPCI (Director), Moscow, Russia . 2 School of Public Administration, University of International Business and Economics, Beijing, China . ABSTRACT The dynamics of service staff in advertences in the filling stations network of one of the largest Russian oil company was investigated. Errors of personnel were revealed from mystery shopping questionnaires and it was proved that the distribution of mistakes can be described by refusing theory. Zipf-Mandelbrot’s model of the statistical structure of languages and, li...
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