Does Service Bundling Reduce Churn?
54 Pages
Posted: 30 Nov 2011
Last revised: 13 May 2014
Indiana University - Kelley School of Business - Department of Business Economics & Public Policy
Harvard University - Technology & Operations Management Unit; National Bureau of Economic Research (NBER)
There are 3 versions of this paper
Date Written: April 2013
Abstract
We examine whether bundling in telecommunications services reduces churn using a series of large, independent cross sections of household decisions. To identify the effect of bundling, we construct a pseudo-panel dataset and utilize a linear, dynamic panel-data model, supplemented by nearest-neighbor matching. We find bundling does reduce churn for all three “triple-play” services. The effect is only “visible” during times of turbulent demand. We also find evidence that broadband was substituting for pay television in 2009. This analysis highlights that bundling helps with customer retention in service industries, and may play an important role in preserving contracting markets.
Keywords: Bundle, Service, Churn, Triple Play, Telecommunications, Cable, Broadband, Telephone, Screen
JEL Classification: D12, L96
Suggested Citation:
Suggested Citation
Prince, Jeffrey and Greenstein, Shane M., Does Service Bundling Reduce Churn? (April 2013). Available at SSRN: https://ssrn.com/abstract=1966221 or http://dx.doi.org/10.2139/ssrn.1966221
