I think its a result of the difficulties in quantifying customer satisfaction as opposed to simply trying to screw everyone with additional costs. I think the

I think its a result of the difficulties in quantifying customer satisfaction as opposed to simply trying to screw everyone with additional costs. I think the economists views are that its all about ensuring that you meet or exceed shareholder expectations, so they will take the approach of "its better having a bird in the hand than 2 in the bush" when it comes to these matters. Besides - when it comes to things like these, I think there is the vocal minority that complains and says that they will never use that company again (the majority of people do use them again anyway) and the majority of people are simply complacent and accept it.