Service delivery
Service delivery requires everyone in the chain to respect their role in the chain and to respect the customer.
Whilst BG clearly delivers her part of the bargain, it does happen in BA that other folk do not always deliver their part of the bargain.
As to "who pays wages", er, it is simple. Whilst I have not said that to people in the service sector, the fact is that some folk in the service sector can forget the customers' perspective some times.
I guess there are exceptions, where everyone delivers great service, but the whole team do need to work at it.