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Programme  Titles  Presenters 
Relationship Marketing and Customer Experience Management
Session 6: Competitive Papers, Wednesday 6 July, 15:00 – 16:30
Paddock Lodge Drawing Room
Chair: Ana Isabel Canhoto
The Uncanny Valley of Relationship Marketing
Kaveh Peighambari*1, Eric Giertz2, Mehdi Ghazisaeedi1
1Lulea University of Technology, Sweden, 2KTH Royal Institute of Technology, Sweden
Marketing Employee Experience in the Public Sector:The New Public Management Approach in Delivering Customer Experience
Khairiah Salwa Mokhtar*, Mahmod Sabri Haron, Kaveh Abhari
Universiti Sains Malaysia, Malaysia
The state of complaint management research – Review and research directions
Ana Isabel Canhoto*1, Moira Clark2
1Oxford Brookes University, UK, 2Henley Business School, UK