Just the evolution of business.  Look at the Mom and Pop businesses that are nearly extinct, equipment dealerships replaced by mega dealerships, small stores replaced by Walmart and Dollar General, small farmers being gobbled up by BTO's.  With the increase in size you see a bigger focus on profits and a loss of customer service and that personal touch.   

The only way they will change is if customers take their business elsewhere to the point it has a significant impact on their bottom line.  Chances are slim and none of that happening.