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APA Citation
Gerlach, G. I., Rödiger, K., Stock, R. M., & Zacharias, N. A. (2016). salespersons' empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency. Journal of personal selling & sales management, 36(3), 221–239. http://access.bl.uk/ark:/81055/vdc_100035671213.0x00004b