The Impact of Relationship Marketing on Customer Loyalty: A Systematic Literature Review.
Year: 2025
Type: review
Study design: Systematic Review
Abstract: This study aims to provide a comprehensive understanding of how cultivating strong customer relationships can lead to increased loyalty, ultimately contributing to sustained business success. Uses a systematic bibliometric literature review, based on 96 articles published between 2912-2022 in the Scopus database. The research findings demonstrate that the impact of relationship marketing on customer loyalty is characterized by factors like corporate image and reputation, customer referral behaviors, service quality, customer satisfaction, and trust. Addressing these challenges is critical to ensuring that relationship marketing efforts effectively foster long-term customer loyalty and drive sustainable business success. The study is limited to the utilization of the Scopus database, thereby excluding additional scientific and academic databases such as Web of Science. Secondly, the inquiry was confined to the field of “Business, Management, and Accounting” within the timeframe of 2012 to 2022. Offers valuable insights for companies to implement more effective relationship strategies, resulting in greater customer loyalty and competitive advantage. Among others, we highlight the implementation of online customer communities and customer contact centers. Other contributions are related to the implementation of customization and personalization strategies, including personalized marketing messages, custom product configurations, and proactive customer support. This study demonstrates how companies can enhance customer retention, boost satisfaction, and strengthen customer relationships. DOI: https://doi.org/10.54663/2182-9306.2025.v.13.n.24.139-168
Authors: Rosário, Albérico, Casaca, Joaquim
Institution: Universidade Europeia
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7111590729
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