A manager's duty is to "keep an even keel" & senior management must inspect "belowdecks"

Bad service is always a result of the management.  ALWAYS.  It might not be the direct manager, but then probably stems from their superior.  "A fish always stinks from the head".  Management is either incompetent or is tolerating poorly-performing employees because
1). apathy
2). they're getting favors from them
3). the employee is friendly with a superior
4.) they fear repercussions due to possible ethnicity issues

     Too many NYC establishments suffer from this.  You'd think that a fine brand name or a high price might save consumers from it, but alas, no.  A fine example would be the uncaring manager at the local supermarket (an upscale national chain).  
     The two juvenile guys behind the Deli counter could care less about the customers waiting in line.  One of them--in a more urgent need to socialize with his friend--gave the wrong order to the woman ahead of me.  Despite her calling after him, he left the counter and proceeded to amble off with his "bro".  She chased after him, and got him to return and give her the correct order.  He then looked at me, in passing, and left the counter again.  During all this, the 2nd guy was working at a sluggish rate of 2 m.p.h. with another order, laughing at how his colleague was chased down.  No apology to the woman.  It took me 20min to buy two grilled chicken breasts.  Another customer left the line, instead of waiting.  And the boys had a "Tip Cup" out on the counter!  As if they felt that they were entitled to more money for their "special" customer service!  I've seen complaints given to the manager, and I've seen customers bring him over and point to the employees who need corrective action.  Yet, the poor service continues (and the prices stay high).  Thus, I will shop with another brand.
     What would happen if someone emailed a cell-phone video of the whole scenario to the company's Director of Customer Relations?  It would do more damage posted online for upcoming Google searches.  
     Lets say that I was supervising the store mangers.  During  times when the manager was "off", I'd arrive and question employees privately to find out what's going on.  Too many CEOs, SVPs and District Managers blindly believe their subordinates and never get the true story of what's happening, what's going wrong, and what could be done to improve.  They rarely get their information from the store-level employees--the ones who see what's happening and face the customers.  But, that's usually an indication of how much they care.  Some, however, do the legwork to verify the reports of the managers (thus watching them).  Just as the famous Chinese Emperor "walked incognito" amongst his people".  Or like the TV shows "Mystery Diners" or "Undercover Boss".  It unearths favoritism and incompetence that a manager might not mention.  It gives details to previously-unknown customer service issues.  It also discovers talented employees that a biased manager might not promote.  As an executive or owner, if you simply sit back and believe all the mid-managers, then you've got the fable of "The Emperor's New Clothes".  The great leaders of history "walked amongst the people" to insure prosperity.

A common NYC dislike of Tourists (only the Idiotic ones)

Why do most New Yorkers dislike tourists?  Because they're imbeciles.  No, no, really, there is no other word.  You can even pose as them for Halloween… and everyone will understand.

     I have friends who VISIT the city.  There's a recognized difference between Visitors and Tourists.  Visitors are the sensible people who can blend harmoniously into the society and not impede its social flow.  Tourists are the obtuse folks who walk in a line--four across--on the city sidewalks (as if they're in some imaginary parade).  

It should be plainly obvious that you can't do that in a place like this...

     Such tourists are oblivious that anyone else might have to pass them or skim around their often too-slow trotting.  Tourists exit the busy subway and stop-short, right in the middle of the doorway or stairwell, trying to navigate where they are (often causing disgruntled congestion behind them for fellow passengers).  Who comes to an abrupt halt without considering who's behind you?  I hope they don't drive like that at home!  

     Tourists also stop abruptly on sidewalk corners to: 1). look up and gaze around; 2). stand still and suddenly chat amongst themselves; 3.) take pictures.  Often, I see other pedestrians bump into them from around the corner!  Who stands on a busy corner without realizing that other folks have to move around you or get across the street?  Don't they ever think to stand against a building or to "pull over" to the edge of the sidewalk, as opposed to standing right in the middle (or standing in the "bike lane")?  They need to realize that they're in the CITY--not a country lane!  Didn't they mentally prepare? 

     None of this would be considered "normal" or "courteous" behavior in their hometown.  You always let others have the "right of way", and you get out of other people's way as common courtesy.  You don't suddenly stand still (for whatever personal reasons) in front of elevator doors, in front of building entrances, in front of subway staircases, or in the middle of busy sidewalks!  Tourists are also the dizzy people palavering around the park, aimlessly bumbling around--causing you to sidestep them and scuff your shoes in doing so, while they continue to look up at the sky--oblivious.  Tourists are the ones arguing with waiters about where to store their backpacks and fannypacks at a chic café, or arguing with a park ranger on the Highline about why they can't throw Frisbees along the concourse.  They complain about the lack of fast food places in Greenwich Village and the lack of Dunkin' Doughnuts in the Meatpacking District.  You see tourists wandering around outside Madison Avenue's office buildings on a Sunday morning, confused that many of the eateries aren't open.  (It's been a business district since the 1930s, so everything is closed on weekends.)  It would seem that many tourists don't bother acclimating themselves with their destination before their trip.  Maybe the city's many pro-tourism authorities could print little handy pamphlets for hotels and hostels to have, educating tourists--and reminding them that the big city never sleeps and that they should SHARE the space with us and not expect us to get out of their way.