I, too, believe the overall customer service one receives is a direct reflection of the management style of the establishment.

However, it's not easy teaching simple manners to adults.

I recently made a purchase at a large store. At the time, there was nobody else in line. I greeted the cashier with a smile and "good morning" and got nothing in return. She, a woman in her fifties, continued to occupy herself in conversation with a coworker throughout the transaction. The only thing she said to me was the total amount. When she finished slapping my change in my hand (hint: count it back to the customer) and failed to say anything, I asked her if she was a manager. These simple words made her turn on a dime. She replied she wasn't but suddenly became very, very friendly and artificially concerned about my shopping experience. What a joke!