Is it because of the change in control of the company? There appears to be a lack of direction even in terms of a quick response to an ugly, indefensible situation where its employee attacked a disgruntled customer. Let me offer what should have been expected by the general public...
Manager of the outlet should have intervened when hearing of loud complaints. From what we have gathered, the manager lacked control over its staff and his non-intervention led to the assault. Some people are just not right for service industry, regardless of training. This can be traced to lack of discipline at home and at school which is common these days. So the old rule 'customer is king' or 'customer is always right' is treated with disdain and contempt.
After the video clips went viral in the internet, there was no response from higher management... even while I am typing this post! The least higher management should have done to alleviate any further bad publicity and to sooth the anger of the customers and general public is to offer an immediate apology for the unforeseen circumstances (shortage of chicken!) which led to the unfortunate incident. Apologise on behalf of their employees - is that too much to ask for? Western management would have offered a free meal to the aggrieved family immediately at the nearest KFC outlet. Announcing that the employees concerned have been suspended pending further investigation would help too.
(Sorry, there are several official statements as well as a video clip of KFC's Deputy President who made an announcement in Facebook.)