Nothing in this business is so simple and black and white. Everything is in between. But ultimately what matters more is money. Especially if you are a struggling indie studio or a small to mid studio that relies on constant funding to get by. Bigger studios may be able to afford burning money to deliver on certain promises they've made, even if they are not getting any monetary value back. But even then things are not so clear, as often that burned money is seen as a potential investment to get back sentiment or community engagement for future projects.
In the end, a game that everyone buys, but nobody plays, will still have your business survive and maybe even thrive. A game that no-one buys, but everyone plays, can often cost you a lot of money for support and services, money that maybe would have better spent funding other projects and initiatives. When it comes to making the business survive, you cannot pay your employees with amount of hours players played. š
EDIT: It will be very interesting to see the impact that subscription services have on this particular topic. If you can get funding to keep your studio alive by selling your game to a subscription service, and the barrier of entry being reduced so much for the people that are part of that subscription service, it may be possible that this whole concept gets a bit more balanced in the middle. :)