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BWinmill, I don't see how any of your first set of suggestions (software) would apply to ebooks. The big difference there is that software, as you said, is treated as a service. Books are generally entertainment/education. So they fit better with your second set of suggestions.
Even your second set of suggestions largely depend on consumers being honest, and either paying for physical content, or buying ad-supported products (since, if no products are sold that can be attributed to an ad campaign, the campaign will be altered or shut down). In an entitlement culture, that honesty is diffused by the desire to take for whatever reason fits the moment.
Personally, I've never bought the idea that "the customer is always right," and real businesspeople know that is a sham (meant to placate the customers, of course). In business, the real slogan is "the profit is always right," and where repeat business means more profit, the customer should be made as happy as possible to ensure repeat business. That doesn't mean catering to a sense of entitlement, but it does mean making them as happy as possible about their purchase, in the hope that they'll show their appreciation by coming back.
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