Analysis of Customer Expectations for the Introduction of New Telecommunications Services

  • Isabella Maria Palombini
  • Bartolomeo Sapio
Part of the Topics in Regulatory Economics and Policy Series book series (TREP, volume 33)


The exigency of customizing the offer of telecommunications services has become a very urgent need in recent times. In fact, for many years we have been assisting in continuous evolutions and changes in the telecommunications sector, concerning both the products and the role of service providers. These events generally push the market, since they give it a positive impulse towards innovation, but particular attention should be focused on the effects produced on providers’ strategies and consumers’ choices, in terms of confusion and uncertainty. Consumers, for example, have to choose among a lot of similar products, and among different providers; thus, it can be difficult for them to single out the best solutions. Service providers, on the other side, could theoretically offer their products to a universal market, but they would reasonably concentrate and allocate their economic, human and technical resources on a specific target, by knowing its expectations. The first problem is to identify this target as much as possible, while the second is to find a helpful instrument for consumers to make their choices with rationality.


Service Attribute Telecommunication Service Initial Matrix Telecommunication Industry Final Ranking 
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Copyright information

© Springer Science+Business Media New York 1999

Authors and Affiliations

  • Isabella Maria Palombini
    • 1
  • Bartolomeo Sapio
    • 1
  1. 1.Fondazione Ugo BordoniItaly

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