According to Gronroos (1994), the aim of relationship marketing is to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the objectives of the parties involved are met. Rapp and Collins (1990) suggest, similarly, that its goals are to create and maintain lasting relationships between the firm and its customers that are rewarding for both sides. This is achieved by a mutual symbiosis and fulfilment of promises (Ndubisi 2003a, b).
Rapp and Collins (1990) also support that its aims are to build and retain lasting relationships between the company and its consumers that are beneficial for both sides.