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Proceedings Paper

Nam, KW and Carnie, BW (2014) The value of design for customers in the service industry: contributions and measurements. In: Bohemia, E, Rieple, A, Liedtka, J and Cooper, R, (eds.) Design Management in an Era of Disruption: Proceedings of the 19th DMI. Academic Design Management Conference, 02-04 Sep 2014, London. Design Management Institute , pp. 1365-1399. ISBN 978-0-615-99152-8

Nam, KW and Carnie, BW (2014) Design effectiveness: Building customer satisfaction and loyalty through design. In: Lim, Y-K, Niedderer, K, Redström, J, Stolterman, E and Valtonen, A, (eds.) Proceedings of DRS 2014: Design’s Big Debates. Design Research Society Biennial International Conference, 16-19 Jun 2014, Umeå, Sweden. Umeå Institute of Design , pp. 1707-1727. ISBN 978-91-7601-068-6

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