These arguments have been around for decades everywhere not just in HK. The malls were going to destroy small businesses, the big box retailers were going to destroy small businesses, online shopping was going to destroy small businesses. You think you're saying anything new? These conversations have been happening for decades. Many small businesses disappeared for sure, many more will because of the nature of it. Long hours, small profit margins, competition from added sources not to mention the availability of reviews that are to be found everywhere. Just as they have for decades, some will adapt and some will die. Service is certainly a factor but a westerners evaluation of it in HK is a small blip with minor relevance just by the fact that most can't speak the local language and on top of it will likely not be in HK for long. In short, just because a shop might not have the service you like, it doesn't mean it won't survive.