I totally agree with you that nursing and healthcare should not trend towards being "customer service oriented." I have been a waitress for many years, and just graduated this spring from nursing school, (and just took my NCLEX-RN today' yay!). One thing I noticed right away about being "service-oriented" like I am (waitressing background, being financially motivated to serve others to their satisfaction so I was rewarded with a good tip, "the customer-is-always-right" mentality..... etc!) was that it was difficult for me to assert myself as the nurse in charge and who had a plan and a goal for the patient. For example, getting a surgical patient out of bed to ambulate when they were sleepy and "up-to-it."
Yes, it's necessary to provide compassionate care, but healthcare is evidence-based.