The thing to remember about Microsoft as a business entity is that their philosophy is about what they want to push, not about what the customer wants. They have goals and plans that they want to dictate to the industry so that it ends up in a place where they have more control. They want to create an environment that is, first and foremost, favorable to them.
They want to be Apple, they want to be Steam. Unfortunately for them, they don't have a monopoly to leverage the way they do with Windows. In the gaming market, the consumer still has a choice, which is why it probably legitimately surprised them when consumers turned against their vision for gaming with the original Xbox One and Kinect.
Now it's GaaS.
They really need to rethink their guiding principles for Xbox. It's fine to nudge forward what you want but that can't be the entirety of your efforts. You still have to offer the customer products that meet their needs and desires or else they'll look elsewhere. At least, that's how it works when there is viable competition.
