[jdbernard]

I think ISPs are actually a great counter-example to your point. The major ISPs are not dominant because they are the only ones able to stay profitable given the tight margins.

There are several examples of local, for profit, ISPs that are about to provide a better service, at a lower cost, and with better customer service. The major ISPs have not responded to this by truly outcompeting these challengers, but by weaponizing the legal system to shut these competitors down.

So, while I agree that "a company can not survive if expenses exceed income", I disagree with your premise that you cannot provide decent customer service within the profit margins of these businesses.