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 managers.  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.