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Inexperienced people carrying out the renovation can 'Ruin' the whole project and the residents feel they did not receive value for their investment. Lack of necessary knowledge of renovations, resources and time has driven the board members of housing companies and house managers to find outside help. The paper concentrates on showing how renovations such as pipeline, electricity assemblies and lifts are done in apartment buildings and aims to analyze how and why customer value can be lost in mismanaged renovations or in choosing contractors.
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