It even gets inched away from the customer. Problem with a service? The only people you have access to are support staff who can't really do anything beyond min

It even gets inched away from the customer. Problem with a service? The only people you have access to are support staff who can't really do anything beyond minor changes. So many business to customer interactions happens only between people who have no ability to change the situation either way. Big businesses have nearly entirely isolated the capital owners (and upper management) from the goings of the business itself.