Paxboy said
Customer Service? Every customer wants it and almost no customer is willing to pay for it.
And therein lies the basic problem:
Everyone is a customer and also a contractor (service provider) at some level so a domino effect is inevitable. All clients need to feel they are getting value for their money and (definitely) not being shafted, be they a pax paying £20 for a flight on Ryanair or an energy exploration company paying £Ms to another company to drill a hole in the seabed.