category e1 Full written paper- Refereed Proceedings pt.15/6/12. Only found conference info, unable to verify title of book, place of publication, editors and pagination no. 2/11/12 HD. Added references, book title changed from: Proceedings of QUIS12: The 12th International Research Symposium on Service Excellence in Management to: Advances in service quality, innovation, and excelence, added place of pub., additional info..., from vurops, 14.2.13-MMM. HERDC documentation added to dark upload - HD 10/7/20