Study variables
| Variable Type | Variable categorization | Study variables included | Description |
|---|---|---|---|
| Dependent | Customer behaviors | Customer defection | Defected customer? (defect = 1, stay = 0) |
| Independent | Switch barriers | Service bundling | Bundled with other service? (bundled = 1, not bundled = 0) |
| Remaining contract months | Number of months remaining before the contract expires | ||
| Membership points | Similar to cyber money, offered as an incentive tied to IPTV usage. Could be used just like cash to pay for other fee-based services | ||
| VOC (voice of customer) | Total VOC | Total number of VOC (e.g. complaint) filed with the service center | |
| Membership period | Membership years | Number of years as an IPTV customer | |
| Degree of content usage | Channel views | Number of channel views during one month of web logging. Views of traditional regular channels are logged | |
| VOD views | Number of VOD views during the month of web logging. Includes both free and fee-based contents | ||
| TVOD views | Number of terrestrial broadcasting VOD views during the month of web logging. TVOD provides recorded rerun of popular programs shown in regular channels. This service is fee-based | ||
| PPV | Number of PPV during the month of web logging. This service is fee-based | ||
| Monthly subscriptions | Number of topic channels purchased on monthly basis (e.g. movie, online game, children) |
| Variable Type | Variable categorization | Study variables included | Description |
|---|---|---|---|
| Dependent | Customer behaviors | Customer defection | Defected customer? (defect = 1, stay = 0) |
| Independent | Switch barriers | Service bundling | Bundled with other service? (bundled = 1, not bundled = 0) |
| Remaining contract months | Number of months remaining before the contract expires | ||
| Membership points | Similar to cyber money, offered as an incentive tied to IPTV usage. Could be used just like cash to pay for other fee-based services | ||
| VOC (voice of customer) | Total VOC | Total number of VOC (e.g. complaint) filed with the service center | |
| Membership period | Membership years | Number of years as an IPTV customer | |
| Degree of content usage | Channel views | Number of channel views during one month of web logging. Views of traditional regular channels are logged | |
| VOD views | Number of VOD views during the month of web logging. Includes both free and fee-based contents | ||
| TVOD views | Number of terrestrial broadcasting VOD views during the month of web logging. TVOD provides recorded rerun of popular programs shown in regular channels. This service is fee-based | ||
| PPV | Number of PPV during the month of web logging. This service is fee-based | ||
| Monthly subscriptions | Number of topic channels purchased on monthly basis (e.g. movie, online game, children) |
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