An empirical analysis of multiple services and choices of consumer in the Swedish telecommunications market

Journal article, 2014

Received analyses state that firms can use a multiple services offering strategy to retain customers and capture new customers. Factors that determine the multiple services strategy include product discount, service provider and customer characteristics. Consequently, this study addresses the fundamental question: what are the key determining factors that explain the probability that a consumer buys multiple services? A generalized Poisson regression model is employed to examine whether the product discount, service provider, socio-economic variables and geographical location impact consumer decisions. Data from a national survey in 2009 commissioned by Post-och Telestyrelsen, the Swedish telecommunications regulator, are analyzed. The results clearly show that the discount, service provider and income of the consumer affect the consumer's buying decision. A consumer who receives a discount or has a high income is more likely to buy multiple services or select more services from the current service provider into his basket than a consumer who does not receive discount or has lower income. Service providers, cable TV operators and telecommunications carriers can also lock-in their consumer and expand their market position from one particular service to another using bundling service. Thus, this may be the time for the telecommunications regulator to consider the market definition. (C) 2014 Elsevier Ltd. All rights reserved.