For me it is the simple fact that many of their number often forget that they are providing a service and we are their customers.
If the customer is an idiot then the service provider needs to adjust the delivery style to ensure the continuity of good service. The really good service providers around the world are aware of this, do just that, and the result is high customer satisfaction and a strong business. It is normally the monopolies that falter here.
On the whole our Aussie guys and gals are some of the best and I love working with them. The worst offenders have to be the Yanks. Check out the Runway Chart in the Jepps for Nashville Tennessee. They actually have the balls to print a "penalty box" within the taxiway system. I'm really hoping they try that on me one day so I can really tell them what I think. I actually have a pretty long fuse but that concept would shorten it very quickly. You see, I see no such penalty box for poor performers within their ranks.
Reading through my flight plan from Amsterdam to Bangkok a few weeks back I noticed details of the Air Services charges (why that was on my flight plan I'll never know). For that one leg the total cost across the various service providers was just a tad over $10,000 US dollars. I know I'm not footing the bill directly, but I sure would expect decent service for such fees.
Good luck with your CRM research project Sir.