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Speed isn't everything: a multi-criteria analysis of the broadband consumer experience in the UK

Author

Listed:
  • Volker Stocker

    (University Freiburg)

  • Jason Whalley

    (Newcastle University Business School, TEM - Télécom Ecole de Management)

Abstract

In this paper, we demonstrate that there is more to consumer experience than just broadband access speed. We identify and describe a complex and dynamic set of interactions that occur between different factors that collectively determine consumer experience. We suggest that the relationship between broadband speed and consumer experience follows an inverted U-shape. Access speed is necessary to provide consumers with a good experience, but it is not sufficient. Based on our findings, a more nuanced understanding of the market for broadband Internet access products is outlined and a foundation for deriving valuable policy implications is developed.

Suggested Citation

  • Volker Stocker & Jason Whalley, 2018. "Speed isn't everything: a multi-criteria analysis of the broadband consumer experience in the UK," Post-Print hal-04930990, HAL.
    • Handle: RePEc:hal:journl:hal-04930990
    DOI: 10.1016/j.telpol.2017.06.001
    as

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